Refund policy

European Union Right of Withdrawal Notice: Pursuant to EU consumer protection regulations, consumers residing in the European Union or European Economic Area (EEA) possess a statutory right to withdraw from their purchase contract within 14 days of delivery without providing justification.

1. Statutory Right of Withdrawal (EU Customers)

If you are shipping to an address within the European Union, you have the right to cancel or return your order within 14 calendar days of receiving your merchandise for any reason and without a justification. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired.

To be eligible for a return under this provision, your item must be in the same condition that you received it, unworn or unused, with all original tags attached, and in its original packaging. You will also require the receipt or verifiable proof of purchase.

2. Return Shipping Costs & Instructions

To initiate a standard return or exercise your right of withdrawal, please contact our support desk directly at support@imbasat.com. If your return request is accepted, we will provide you with a return shipping authorization, shipping labels, and clear logistical instructions detailing where to dispatch your package. Items sent back to our facilities without first requesting an explicit return will not be processed or accepted.

Please Note: Unless explicitly stated otherwise due to a fulfillment error or defective product, the customer shall bear the direct costs of returning the merchandise to our designated fulfillment center.

3. Non-EU Orders

For transactions delivered outside the European Union, a strict 7-day return notification policy applies. You must contact us within 7 days of receiving your package to request an eligible return authorization.

4. Damages, Issues, and Conformity

Please inspect your shipment thoroughly upon reception. Contact us immediately if the item is defective, structurally damaged, or if you receive the incorrect item, so that we can evaluate the non-conformity and make it right via replacement or repair in accordance with statutory consumer legal guarantees.

5. Exceptions / Non-Returnable Goods

Certain classes of products cannot be returned under any circumstances. This includes perishable goods (such as food, flowers, or botanical items), custom-made or personalized products, and personal care goods (such as opened cosmetics or beauty products). We do not accept returns for hazardous materials, flammable liquids, or gases. Sale items and digital gift cards are non-refundable.

6. Exchanges

The most efficient mechanism to secure an alternative item is to execute a standard return on your existing product. Once the return is accepted and checked in by our team, you can initiate an entirely separate purchase for the new item via our storefront.

7. Refunds Processing Timeframes

We will notify you immediately upon receipt and inspection of your returned parcel to confirm if the refund has been approved. If approved, your funds will be auto-credited back to your original payment method within 10 business days. Please be aware that banking institutions and credit card issuers may take additional processing days to post the balance to your account statement.

If more than 15 business days have elapsed since your return profile was officially approved and you have not received your credit, please ping us at support@imbasat.com.