WHAT IS OUR REPAIR & EXCHANGE POLICY?
We accept repair & exchanges on all our pieces!
We ask that the following requirements are met:
A prove of purchase for the item/s and the item/s must be of Imperial product with manufacturing fault.
ARE RETURNS FREE?
The shipping cost incurred for returning item/s to Imperial for repair & exchange are not covered or reimbursed by us.
HOW DO I ORGANISE A RETURN?
Simply email email@example.com and we will allocate a Returns Authorisation (RA) number for you, and give you all the details you need!
Please note we are unable to be held liable for the loss of your item/s being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.
WHERE DO I SEND MY RETURN TO?
We have warehouses based in Australia and South East Asia, specifically chosen to facilitate all of our Returns.
We will provide you with the full address when we allocate your Returns Authorisation number to you!
HOW LONG DOES IT TAKE FOR MY EXCHANGE TO BE PROCESSED?
We try and process returns as quickly as possible, but we do ask for 24-48 hours to be able to process your return.
If you’re exchanging, we will send your new piece/s out, and email you a confirmation email.
If you’re repairing, longer processing time may involve depends on the condition of the return item.
WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?
Whilst we hope this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately at firstname.lastname@example.org so we can personally assist you and sort out your problem as quickly as possible
1. Replacement service will only be provided for purchase within 30 days. Please refer to the above After Sales Service Policy for details.
2. Repair service will be provided for products within the warranty period.