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Refund and returns policy

It is our goal to make sure you are happy with your purchase, and we will only be too glad to review and offer alternatives.

To request a refund, please contact our customer service team within 14 days so we can review and assist you as soon as possible. It is recommended you do not return the goods until you have received an email confirmation for your refund, which will contain return instructions. The approved refund confirmation e-mail will include instructions on how to return the product to our warehouse. Returns must be in the original packaging and in the same condition as they were shipped from Imaginerium.

Refunds will only be made to the person/card or bank account provided by the customer who originally placed the order. No refunds will be made to third parties under any circumstances. Banks are responsible for processing refunds. As such, refund processing could take up to 5 business days after approval.

Even though it is rarely charged, we do reserve the right to charge 10% administration fees for returned orders should the returns process incur significant administrative expenses.

To initiate a return please contact our national customer service department on 087 133 1062, whatsapp us on 064 978 1122, or email info@imaginerium.store within 14 days. Please have your online order number on hand so that we can promptly review and advise.

Returns must be in the original packaging and in the same condition as they were shipped from Imaginerium.

When is a refund not possible?
Where a product has been specially ordered for you, product has been damaged during installation or unless faulty, we’re unable to refund or offer an exchange. We’re unable to accept cancellations for these orders, unless within 24 hours of the order being placed.