1. Scope of Application
This policy applies to products purchased through the official imoo website (imoo Official Store). For purchases made through other channels (e.g., Amazon, authorized resellers), please contact the respective seller for return and exchange services.
2. Return Policy
Return Conditions:
(1) The product must be in its original condition, including all accessories, manuals, and packaging.
(2) Returns due to human-caused damage, liquid exposure, or modifications will not be accepted.
(3) If returning due to personal reasons (e.g., dislike or incorrect purchase), the customer is responsible for return shipping costs.
Returns for Quality Issues: If a product exhibits non-human-caused defects within 30 days, imoo offers free returns and covers the return shipping cost.
3. Refund Policy
(1) Once the returned package is received and inspected, imoo will process the refund within 7 business days. The refund will be issued to the original payment method.
(2) he refund amount does not include the original shipping fee unless the return is due to product quality issues or a merchant error.
(3) For returns that are not due to quality issues, if the product or packaging is found to be significantly damaged upon inspection, imoo reserves the right to deduct a reasonable fee to cover the incurred loss. The specific deduction amount will be assessed based on the extent of the damage and will be communicated to the customer in advance.
4. Exchange Policy
Currently, we only support returns and refunds; direct exchanges are not available. If you need a replacement, please return the product and place a new order.
5. Return Process
(1) Request a Return: Contact imoo customer service (support@imoostore.com) to submit a return request, stating the reason and providing supporting evidence (e.g., photos or videos).
(2) Receive a Return Label: Upon approval, customer service will provide the return address and instructions. For returns due to quality issues, a prepaid shipping label will be provided.
(3) Ship the Product: Send the product back within 7 days and provide the tracking number.
(4) Refund Processing: Once the product is received and verified, imoo will process the refund within 7 business days.
6. Special Cases
(1) Refused Packages: If a customer refuses a package after it has shipped, the refund will be issued minus the round-trip shipping cost.
(2) Returns After 30 Days: Returns beyond the 30-day window will not be accepted, but after-sales repair services may be available for eligible products under warranty.
(3) Returns Due to Incorrect Address or Non-Collection: If a package is returned due to an incorrect address or failure to collect, the customer is responsible for reshipping costs.
7. Contact Us
If you have any questions, please contact us via:
Email: support@imoostore.com
Phone: +0044 800 640 6588 (En)
+0044 800 180 2092 (De)
Business Hours: Mon-Fri 9:00 AM - 6:00 PM（GTM/CET)
