Refund policy
At Imagine and Learn, we are committed to ensuring that our customers are completely satisfied with their purchases. If you are not entirely happy with your order, we offer a straightforward return and refund process to make things right. Please read the policy details below.
Eligibility for Returns
- Return Period: You may return items within 30 days of the delivery date.
- Condition of Items: Returned items must be in their original, unused condition with all original packaging, accessories, and tags intact. Items that are damaged, altered, or show signs of use may not qualify for a refund.
- Proof of Purchase: A valid receipt or proof of purchase is required for all returns.
Items Not Eligible for Return
- Custom or personalized items
- Final sale or clearance items
- Gift cards
- Items that have been used, damaged, or altered after delivery
Return Process
To initiate a return, please follow these steps:
- Contact Us: Email our customer support team at info@imagineandlearn.co.uk with your order number, the item(s) you wish to return, and the reason for the return.
- Package Your Return: Carefully pack the items in their original packaging, including all components and accessories. Clearly label the package with the provided Return Authorization Number.
- Ship the Return: Send the package to the return address provided in the return instructions. We recommend using a trackable shipping method, as Olive Tree Toys is not responsible for lost or damaged return shipments.
Return Shipping Cost:
For defective products or items damaged during shipping, return shipping is free. We will provide a prepaid shipping label for your convenience.
For returns due to customer remorse (e.g., wrong product or change of mind), that time customer is responsible for the actual return shipping costs.
No Restocking Fee:
Imagine and Learn, does not impose a restocking fee for returns. We believe in streamlining the return process to ensure convenience for our customers.
Refunds
- Processing Time: Once your returned items are received and inspected, we will process your refund within 5-7 business days. The refund will be issued to the original payment method used for the purchase.
- Partial Refunds: In certain situations, a partial refund may be issued if the item is not returned in its original condition, is missing parts, or shows signs of wear.
- Shipping Costs: Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong or defective item). The customer is responsible for the return shipping costs unless otherwise stated.
Exchanges
If you would like to exchange an item for a different size, colour, or product, that is not applicable unless the product is defective or damaged by us during shipping. That time, please follow the return process and then place a new order for the desired item.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately for assistance. We are committed to promptly resolving any issues to ensure your satisfaction.
Contact Us
If you have any questions or need further assistance with a return or refund, our customer service team is here to help. Please contact us at info@imagineandlearn.co.uk and we will be happy to assist you.
