Refunds
Refund Policy
imz-cosmetics.com is operated by IMZ Cosmetics Limited, company number 16602054, registered in England and Wales.
1. Our 30-day money-back guarantee
If you are not satisfied with your order, you may contact us within 30 days of delivery and we will resolve it in accordance with this policy.
The guarantee applies whether or not the product has been opened.
2. How to make a claim
Email hello@imz-cosmetics.com with your order number and the reason for your request. Please contact us before returning any item.
We will respond within 3 working days and confirm the resolution available to you, which may be a refund, a partial refund where agreed with you, or a replacement.
We will also confirm at that point whether the item needs to be returned. Please do not send anything to us before we have confirmed the arrangements.
3. Your legal right to cancel
Separately from the guarantee above, if you are a consumer in the UK or EU you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
To cancel, email hello@imz-cosmetics.com or use the cancellation form set out in our Terms & Conditions.
Where goods are to be returned, they should be sent to:
IMZ Cosmetics Limited
61 Bridge Street
Kington
HR5 3DJ
United Kingdom
The cost of return postage on a cancellation is borne by the customer. We may waive the requirement to return the goods; where we do, we will confirm this in writing when you contact us.
Sealed goods: where a product's hygiene seal has been broken after delivery, the statutory 14-day cancellation right no longer applies. Our 30-day guarantee continues to apply in those circumstances.
4. Damaged, faulty or incorrect items
Please examine your order on delivery. If an item is damaged, defective or not the item ordered, email hello@imz-cosmetics.com with your order number and photographs of the item and its packaging. We ask that you do so promptly, and ideally within 48 hours of delivery; contacting us after that period does not affect your legal rights.
We will replace or refund the item in full, including delivery costs. Return postage for items that are faulty, damaged or incorrectly supplied is paid by us.
Under the Consumer Rights Act 2015 you may reject faulty goods for a full refund within 30 days of delivery. After that period you may request a repair or replacement.
5. Refunds
Refunds are issued to the original payment method.
Where you have exercised your statutory right to cancel, we will refund you within 14 days of receiving the goods back, or of receiving evidence that you have sent them, whichever is earlier. Where a refund is agreed under our guarantee and no return is required, we will process it within 5 working days of confirmation.
We will refund the standard delivery charge paid on the original order. Where a faster delivery option was selected, we refund the standard rate.
Your bank or card provider may require additional time to credit the refund to your account.
6. Not covered by the 30-day guarantee
- Gift cards
- Orders where more than 30 days have passed since delivery
- Sale or promotional items marked final sale
Your statutory rights apply to all products, including sale items, irrespective of this clause.
7. Bundles
Essential Trio and Signature Six are sold as sets. Claims relating to a bundle are handled under this policy in the same way as a single product.
8. Contact
hello@imz-cosmetics.com