Return & Refund Policy
1. Scope of Application
This policy applies to products purchased through the official imoo U.S. website (imoo Official Store). For purchases made through other channels (e.g., Amazon, authorized resellers), please contact the respective seller for return and exchange services.
2. Return Policy
30-Day Hassle-Free Returns: Customers may request a return within 30 days from the date of receipt, provided the product and packaging are intact and show no signs of use.
Return Conditions:
The product must be in its original condition, including all accessories, manuals, and packaging.
Returns due to human-caused damage, liquid exposure, or modifications will not be accepted.
Returns for Quality Issues: If a product exhibits non-human-caused defects within 30 days, imoo offers free returns and covers the return shipping cost.
3. Refund Policy
Once the returned package is received and inspected, imoo will process the refund within 7 business days. The refund will be issued to the original payment method.
The refund amount does not include the original shipping fee unless the return is due to product quality issues or a merchant error.
For returns that are not due to quality issues, if the product or packaging is found to be significantly damaged upon inspection, imoo reserves the right to deduct a reasonable fee to cover the incurred loss. The specific deduction amount will be assessed based on the extent of the damage and will be communicated to the customer in advance.
4. Exchange Policy
Currently, we only support returns and refunds; direct exchanges are not available. If you need a replacement, please return the product and place a new order.
5. Return Process
1. Request a Return: Contact imoo customer service (service@us.imoostore.com) to submit a return request, stating the reason and providing supporting evidence (e.g., photos or videos).
2. Receive a Return Label: Upon approval, customer service will provide the return address and instructions. For returns due to quality issues, a prepaid shipping label will be provided.
3. Ship the Product: Send the product back within 7 days and provide the tracking number.
4. Refund Processing: Once the product is received and verified, imoo will process the refund within 7 business days.
5.Return Address: C/O 2221 Remington Ave, Ontario, California, 91762
Recipient: GCUSReturn G15867
6. Return Shipping Costs:
If the return is requested within 30 days for non-quality reasons (e.g., dislike, mistaken purchase), the customer is responsible for the return shipping costs.
If the return is due to a product quality issue, imoo will cover the return shipping costs.
6. Special Cases
Refused Packages: If a customer refuses a package after it has shipped, the refund will be issued minus the round-trip shipping cost.
Returns are not accepted after 30 days, but warranty-covered products remain eligible for after-sales support.
Returns Due to Incorrect Address or Non-Collection: If a package is returned due to an incorrect address or failure to collect, the customer is responsible for reshipping costs.
7. Order Cancellation Policy
Orders cannot be canceled once payment is completed. For modifications or cancellations, please contact service@us.imoostore.com. If you no longer require the product, you must apply for a return after receipt in accordance with our Return Policy.
For further assistance, please contact the imoo customer service team (service@us.imoostore.com).
8. Contact Us
If you have any questions, please contact us via:
Email: service@us.imoostore.com
Phone: +0044 800 640 6588（En）
+0049 800 180 2092（De）
Business Hours: Mon-Fri 9:00 AM - 6:00 PM（GTM/CET)