Refund policy

Returns & Refund Policy

Returns and refunds will only be accepted with a valid proof of purchase, there will be no exceptions to this. Please refer to the below sections for full details of our return and refund policy.

1. Returns
Returns are accepted within 30 days of receipt of the product. Please contact us at sales@imogensluxuries.co.uk prior to sending back the product. Please note that with the exception of faulty items all products must not have been opened, used or damaged and be in its original packaging. Any returns not meeting the above criteria are totally at our discretion and we reserve the right to issue a partial / no refund depending on the circumstances.  If you need to return an item you believe to be faulty please see section on faulty items below. All refunds will be processed within 5 working days, please allow another 3-5 days for the refund to show on your bank / credit card statement. Refunds will only be processed back onto the card that was used to make the purchase. 

2. Lost or Missing Parcels

Parcels will only be considered lost after 14 working days.  If your parcel has not arrived after 14 working days we will issue a full refund or resend the order. We cannot guarantee to refund or resend an order before that time. If you no longer want your parcel because it is too late please mark it as return to sender and we will issue a refund when we receive it. If your parcel is stolen and Royal Mail has photographic proof of delivery you will need to contact the police and report the theft. We are not liable for parcels with proof of delivery that are subsequently stolen. 

3. Missing / Damaged Items

If you believe an item is missing from your order please refer to the enclosed receipt which will show the item/s included in your parcel.   If the enclosed receipt shows more items than are present in the parcel take a photograph of the item/s in the original shipping box with the packaging and email it to sales@imogensluxuries.co.uk within 24 hours of receipt. Please note we will not offer refunds or exchange for items declared to be missing when there is no evidence. If an item in your parcel is damaged please take a photograph of the affected item/s in the parcel and email it to sales@imogensluxuries.co.uk, we will then offer a replacement or refund to the value of the affected item/s.

4. Refunds (if applicable)
Full refunds or replacements will only be be provided under the following criteria and must always have a proof of purchase. If there is no proof of purchase no refund will be issued.

• An order has been returned to us in an un used and as new condition within the 30 day period and the criteria in the returns section above (section 1) have been met.
  
• An order has been lost by Royal Mail / Parcelforce / UPS and the 14 working day period has passed.
• An item is faulty and has been reported in line with the guidelines in the "Faulty Items" section below. Refunds will only be issued for faulty items once they have ben received back and inspected and we have agreed that the item is faulty

Refunds for all except faulty items will not include the outbound or return shipping charges, these are the responsibility of the customer. Faulty items once inspected and agreed to be faulty will have shipping charges refunded.

Once we have received the item and agreed that a refund is valid this will be processed and a credit applied to your original payment method. Please allow 7 working days for this to show in your account. Refunds will only be made to the original payment method. 

5. Shipping of Returns 
To return your product, you should first contact us by email at sales@imogensluxuries.co.uk and we will inform you of how and where to send the product(s). When returning the item/s ensure it is securely packaged to prevent damage in transit, obtain a certificate of postage as proof of postage. Please note that with the exception of faulty items the customer is responsible for paying the relevant shipping costs for returning the item/s. Shipping costs for both the original and return postage are non-refundable unless the item is faulty. If you receive a refund and we have arranged the collection and paid for the shipping, the cost of return shipping will be deducted from your refund (except with faulty items).

6. Faulty Items
Please contact us at sales@imogensluxuries.co.uk attaching any relevant photos. We will then help you to return your item and refund or exchange the faulty item. Faulty items can be returned within 6 months of receipt. Once the item is received we will inspect it and if it is deemed to be faulty a full refund will be issued to the original payment method.

7. Return of Gifts

If you received an item/s as a gift and wish to return the item you need to contact the person who purchased the gift and ask them to return the item on your behalf. Please note we will only offer refunds or exchanges when a proof of purchase is provided. Returns will not be accepted nor will refunds be offered to third parties with no proof of purchase.