Return & Refund Policy

Thank you for shopping with the imoo Official Store.

We are committed to providing you with a smooth and worry-free shopping experience. If you are not completely satisfied with your purchase, we offer a simple and transparent return and refund policy.

1. Scope of Application

 

This policy applies to products purchased through the imoo Official Store UK.

 

For purchases made through other channels (such as Amazon or authorised resellers), please contact the respective seller directly for return or refund requests.

 

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

 

2. Return Policy

 

30-Day Return Guarantee

 

You may request a return within 30 days of receiving your product.

 

The first 14 days are considered the statutory cooling-off period, during which you may return the product provided it has not been used beyond reasonable inspection.

 

Return Conditions

 

To be eligible for a return, the product must:

  • Be in good condition;

  • Include all original accessories, manuals, and packaging;

  • Only have been used to the extent necessary to inspect its nature, characteristics, and functionality, without any damage or wear that affects resale value.

 

Non-Returnable Conditions

 

Returns will not be accepted in the following cases:

  • Damage caused by misuse, liquid exposure, or unauthorised modification;

  • Products that are no longer in a resalable condition.

 

Returns for Defective Products

 

If your product develops a fault within 30 days due to non-user-related issues:

  • imoo will cover the return shipping cost;

  • We will prioritise your refund or provide an appropriate resolution.

 

3. Refund Policy

  • Refunds will be processed within 7 business days after we receive and inspect the returned product;

  • Refunds will be issued via the original payment method.

 

Shipping Fee Policy

 

Unless the return is due to a defective product or our error:

  • Original shipping fees are non-refundable.

 

Deductions (if applicable)

 

For non-defective returns:

  • If the product or packaging is damaged or incomplete,

imoo may apply reasonable deductions based on the condition of the returned item;

  • Any such deductions will be clearly communicated before the refund is processed.

 

4. Exchange Policy

 

We currently do not offer direct exchanges.

 

If you wish to replace a product, please:

  1. Submit a return request;

  2. Place a new order separately.

 

5. Return Process

 

Step 1: Submit a Request

 

Please contact our customer support:

📧 support@imoostore.com

 

Provide:

  • Reason for return;

  • Supporting evidence (e.g. photos or videos, if applicable).

 

Step 2: Receive Return Instructions

 

Once approved, we will provide clear return instructions, including:

  • Return address;

  • Detailed guidance.

 

For defective products, a prepaid return label may be provided where applicable.

 

Step 3: Ship the Item Back

  • Please return the product within 7 days after approval;

  • Provide a valid tracking number.

 

Step 4: Refund Processing

 

Once we receive and verify the returned item,

your refund will be processed within 7 business days.

 

6. Return Shipping Costs

  • For returns due to personal reasons (e.g. change of mind), return shipping costs are borne by the customer;

  • For defective products, return shipping costs will be covered by imoo.

 

7. Special Situations

  • Refused Deliveries:

If a package is refused after shipment, return shipping fees may be deducted from the refund;

  • Returns Beyond 30 Days:

Return requests will not be accepted after 30 days. However, products within the warranty period may still be handled under the warranty policy;

  • Incorrect Address or Failed Delivery:

If a package is returned due to incorrect address details or failure to collect, reshipping costs will be borne by the customer.

 

8. Order Cancellation

  • Orders cannot be automatically cancelled once payment has been confirmed;

  • If you need to modify or cancel your order, please contact us as soon as possible:

📧 support@imoostore.com

 

If the product has already been delivered and is no longer needed, you may request a return in accordance with this policy.

 

9. Contact Us

 

If you have any questions, please contact us:

 

📧 Email: support@imoostore.com

 

Customer Service Hours:

Monday – Friday

09:00 – 18:00 (UK time, GMT/BST)