Returns & Cancellations

Order Cancellation

• An order can be cancelled before it has been fulfilled or shipped. Normally we ship all orders within a few working days, depending on the items ordered so call or email us as soon as you decide to cancel the order.
• In case the order has already been shipped, the order can't be cancelled, after the cooling off period, which is 14 days from when the order was sent. 
• Where a delivery date has been agreed with our carrier but the customer isn’t present to receive the delivery or refuses it, we reserve the right to charge the customer a minimum of £25 to cover part of the cost of the failed delivery.
• An order may be cancelled at any time between the placement of the order and within 14 days of the placing the order.

• Returns Policy

• We do accept returns, Item must be returned to us in their original conditions with the original packaging, We do not accept opened, used, or part removed goods,
• When an item is deemed faulty and unfit for purpose, we will require any supporting photographic or video evidence available. Once accepted you will be offered a replacement. This will be delivered and the faulty item collected free of charge. No delivery charges for faulty items will be passed to you the customer unless you require a different delivery type to the original delivery. If you chose against a replacement or repair, we will arrange for the goods to be collected. Time scales will vary, however we will endeavour to have them collected as quickly as possible. When the goods are back with us they will be checked for said fault / defect and if found a full refund will be issued. If however no fault is found, any refunds will exclude collection charges.
• Please contact us prior to returning the goods. Return carriage charges are at the buyer’s expense unless items are damaged or incorrect.
• Please be aware of this before making any purchase.
• If your item is damaged during transit, please call us immediately to arrange a replacement and to discuss the return of the damaged goods. If there is any doubt please sign for the goods as “damaged”. If signed for as `OK` - then we cannot accept any damages after this. It would assist your claim for damages if documentary proof was provided ie. A picture.
• If you have received an item which does not match the original item description and you wish to return it, please call us immediately to arrange for the original item to be dispatched and to discuss the return of the incorrect item.
• On receipt of goods you have 30 Days to contact us for a refund or replacement. Please ensure you check your goods immediately to avoid disappointment.
• We will not entertain refunds or replacements after 30 Days.
• If the item is returned un-opened and in its original condition we will refund the item cost minus postage fees.  Please note we will NOT refund any item that has been assembled or modified in any way or form.
• All returns must be in their original packaging. We cannot accept responsibility for returned items damaged or lost in the post, it is therefore advisable to take out postal insurance. Or, alternatively, to send the package by recorded / special delivery or Parcel force.
• Returned goods for whatever reason must be returned to us at your own cost unless we agree that you may dispose of them in which case please comply with the manufacturers instructions before disposing of hazardous goods.  Where the goods are being returned because they are faulty, incorrect goods or because of unsuitable substitution by us, we will meet the cost of return but we ask that you allow us to nominate the carrier and you must co-operate and allow a suitable time for the courier to collect at an appropriate time.  We may instruct you to return via Royal Mail or equivalent Postal Service within your own country and we shall refund such costs to you at time of refund.
• Any refund amount will only cover the amount of your actual purchase price.
• Items will be subject to a 10% (or £1.00 minimum) handling fee, this will be to cover the associated costs.
• Italian Furniture items returns are subjected to a 20% (or £1.00 minimum) handling fee, this will be to cover the associated costs.
• Please Contact us if your item is faulty.
• Please contact us by telephone or email
• We do not provide returns postage on FREE delivery.

 There are certain situations where only partial refunds are granted: (if applicable)

• Partially fulfilled order.
• Any item not in its original condition or is damaged or missing parts for reasons not due to our error.
• Any item that is returned after the agreed returns delivery time

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (normally 3-5 working days).

 

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@imaginexfurniture.co.uk or call us on 0131 202 6653.

 

We may offer to replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email or call us directly.

If the exchange is not available, we shall refund the amount paid by you once returned order has been received and inspected by our team. You may consecutively place a fresh order for the same or different product.

  

To return your product, you should mail your product to:

ImagineX Furniture & Interiors

United Kingdom
 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.