Return policy
Products purchased from the online store are covered by a 14-day return policy starting from the date of receipt. If the product ordered from the online store does not fit or is not suitable, it can be returned without providing a reason.
To return a product, you must send an email to ladu@imbasai.com no later than 14 days from the date of receipt.
The email should include:
- Buyer’s name and contact information;
- Date of complaint submission;
- Product defect;
- Claim requested;
- Document confirming the purchase transaction;
All costs associated with returning the goods are borne by the customer, except in cases where the return is due to non-compliance with the order or a defective product.
The following items cannot be returned:
- Products that cannot be returned by their nature and were delivered in sealed packaging but the packaging has been opened;
- Products that are not suitable for return for health or hygiene reasons after opening the packaging;
- Products where the unopened packaging or unused product cannot be verified by the online store (e.g., missing foil/plastic wrap on the cap);
- Products made according to the buyer's specifications;
- Products that have been mixed or combined with another product in such a way that they cannot be separated;
- Products used for commercial or professional purposes.
Upon receipt of the returned goods or submission of proof of shipment, the online store will issue a refund within 14 days. The refund will be made to the same account used for payment.