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Returns and Refunds

Return Policy

Imagine does not accept returns for change of mind. If a manufacturing fault is present, Imagine will gladly replace or fix the item(s). Please note that if a manufacturing fault is present - Imagine must be notified in writing within seven 7 days of your receipt of the product. We do not accept returns for items for any other reason, including but not limited to changing your mind, due to colour variations from screen image or variations in product colour or texture due to handcrafted elements to an item. We do not accept returns for delays in product lead times, delays in shipping, or delays in supply of your order caused by any reason.

Damages

Unfortunately products are occasionally damaged in transit.

If you notice that a product is damaged after it has been shipped to you, please take photos clearly showing the damage and email us at [email protected] within 5 days of receiving your shipment. If we are notified later than 5 days after you receive the products, we will not be able to repair or replace the items.

If we determine that the product was damaged in transit, the type of remedy we offer will depend upon the circumstances. We will determine the outcome at our sole discretion and may offer a repair, compensation, replacement, or refund.

Defective Products

If your product arrives with a fault, please take photographs of the product defect and email us the photos within 2 days. If we are notified later than 2 days after you receive the items, we will not be able to repair or replace the items. Email us at [email protected] and provide:

  • A detailed description of the fault, and
  • Photos showing the fault.

Where notification of a product defect has been made within 2 days of delivery of the defective products and Imagine is satisfied that the products are defective, Imagine will replace the products with equivalent products, provided the identified defects have arisen solely from faulty materials and/or workmanship on the part of the manufacturer and this will be the limit of Imagine liability with respect to any defective products. Imagine will not accept responsibility for any products that have been damaged as a result of mistreatment, inattention, interference and/or malicious damage. The return to Imagine of defective products without Imagine written consent will not in any way affect your obligation to pay for the products in accordance with these Terms. You expressly discharge Imagine from any liability whatsoever (including but not limited to any claim for negligent misstatement or breaches of the Trade Practices Act 1974) arising out of a delivery of defective products if notification of the defect has not been made to Imagine within 2 days of delivery of the products.

Cancellations

No order may be cancelled except with consent in writing and on terms which will indemnify Imagine against any losses suffered by Imagine including a minimum cancellation and restocking fee. We reserve the right to cancel any order, products or services for any reason whatsoever.