Returns and Refunds Policy
Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. You must initiate the return process within 30 days of receiving your order. Items that are damaged or missing parts for reasons not due to our error may not be eligible for a return. Please inspect your order upon receipt and contact us immediately if you notice any issues.
How to Request a Return
To request a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3 business days with further instructions. Please do not send your purchase back to us without prior approval, as this may delay the processing of your return.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We cannot guarantee that we will receive your returned item, and you will be responsible for any loss or damage during return shipping. If we agree to cover the return shipping costs, we will provide you with a prepaid shipping label.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original payment method. Please allow 5-10 business days for the refund to process, depending on your bank or credit card company. If your return is not approved, we will inform you of the reason and may offer the option to have the item sent back to you at your expense.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different size or color, you must return the original item and place a new order for the desired item. Follow the return process outlined above to initiate your return. Once we receive your returned item, you can place a new order for the item you want.
Non-Returnable Items
Certain items are non-returnable, including but not limited to personalized items, clearance items, and gift cards. If you have questions about whether an item is returnable, please contact us before making your purchase. We reserve the right to update our list of non-returnable items at any time, so please check back for the most current information.
Contact Information
If you have any questions about this Return and Refund Policy or need assistance with a return, please contact us via email at [email protected]. We are here to help and will respond to your inquiries as quickly as possible. Thank you for shopping with us at imaginationheart.com.