Refund and Returns Policy
At Imperial Matrix Inc., we want you to be completely satisfied with your purchase. Please review our policy below for information on refunds and exchanges.
- Eligibility for Returns and Exchanges
Timeframe for Returns: You may request a return within 7 days of receiving your order.
Timeframe for Exchanges: You may request an exchange within 7 days of receiving your order.
Condition of Items: To be eligible for a return or exchange, items must be in their original, unused, and resalable condition, with all original packaging, tags, and accessories included.
Exceptions: Certain items may not be eligible for return or exchange due to hygiene reasons, product specifications, or if they are marked as non-returnable (e.g., [Specify examples like perishable goods, custom-made items, opened personal care products]). These exceptions will be clearly noted on the product page.
Proof of Purchase: A valid proof of purchase (e.g., order number, receipt) is required for all returns and exchanges.
- Initiating a Return or Exchange
To initiate a return or exchange, please follow these steps:
Contact Us: Email our customer support team at [Your Customer Service Email Address] or call us at [Your Customer Service Phone Number (Optional)] within the specified timeframe. Please provide your order number, the item(s) you wish to return or exchange, and the reason for the return/exchange. If you are requesting an exchange, please specify the item(s) you would like to exchange for (including size, color, etc., if applicable).
Return Authorization: Our customer support team will review your request and, if eligible, provide you with a Return Authorization (RA) number and instructions on how to return the item(s).
Packaging and Shipping: Securely package the item(s) you are returning in the original packaging (if possible) or suitable protective packaging. Clearly write your RA number on the outside of the package. You will be responsible for the return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping method and insuring the package for the value of the contents, as we are not responsible for items lost or damaged during return shipping.
- Refunds
Processing Refunds: Once we receive your returned item(s) and verify that they meet the eligibility criteria, we will process your refund.
Refund Method: Refunds will be issued to the original payment method used for the purchase.
Refund Timeframe: Please allow [Specify Number, e.g., 7-10] business days from the date we receive your return for the refund to be processed and appear in your account. Processing times may vary depending on your bank or credit card company.
Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).
- Exchanges
Availability: Exchanges are subject to product availability at the time your return is received and processed.
Processing Exchanges: Once we receive your returned item(s) and they meet the eligibility criteria, we will ship out the requested exchange item(s) to you.
Shipping Costs for Exchanges: For exchanges, you may be responsible for the shipping costs of the new item(s) being sent to you, unless the exchange is due to our error (e.g., wrong item shipped, defective product). We will inform you of any applicable shipping charges during the exchange process.
Price Differences: If the item(s) you are exchanging for have a different price, we will either charge you the difference or issue a partial refund accordingly.
- Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately, within 3 days of receiving your order, with photos of the damage or defect. We will work with you to arrange for a return, exchange, or other appropriate resolution, and we will cover the return shipping costs in such cases.
- Final Sale Items
Items marked as “Final Sale” are not eligible for return or exchange unless they are damaged or defective upon arrival.
- Policy Updates
Imperial Matrix Inc. reserves the right to update or modify this Refund and Exchange Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
If you have any questions about our Refund and Exchange Policy, please contact us