Refund policy
Return and Refund Policy
Thank you for shopping with Imaginarium Project. All of our products are either handmade or made to order, and we take great care to ensure every order reaches you in perfect condition.
When We Will Issue a Refund or Replacement
If your item arrives faulty, damaged, or incorrect, please contact us within 14 days of receiving your order with a photo of the issue and your order number. We'll arrange either a full refund to your original payment method or a replacement — whichever you prefer.
Return Shipping for Faulty Items
UK orders: We will cover return shipping costs up to £5. Please use a standard tracked service such as Royal Mail Tracked 48. Any costs above £5 are the responsibility of the customer.
International orders: Customers are responsible for all return shipping costs. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Non-Returnable Items
As all items are handmade or made to order, we are unable to accept returns for:
- Change of mind or buyer's remorse
- Items that have been used or are not in their original condition
- Sale or clearance items (unless faulty)
EU Right of Withdrawal
If you are based in the European Union, you have the right to cancel your order within 14 days of receiving the last item in your order, without giving a reason. This is your statutory right under EU consumer law.
To exercise this right, please use the cancellation or return option in your customer account, or contact us directly. We will process your refund within 14 days of receiving your cancellation request.
Please note: Return shipping costs for withdrawal requests are the responsibility of the customer. Items must be returned in their original, unused condition. Custom or personalised items may not be eligible for withdrawal — please check your order confirmation for details.
Contact Us
If you have any questions about your order or our returns process, please don't hesitate to get in touch — we're happy to help.