Refund Policy

Refund Policy

At IMAI WELLNESS, our goal is to offer you top-quality products and excellent customer support. If you have any concern about your order, please reach out to us through our Contact page and our team will be glad to help.

Order Cancellations

Any changes or cancellations to an order must be requested within 24 hours of the order being placed. After this period, we may be unable to accommodate the request, as the order may have already entered processing. If you cancel within 24 hours, your refund will be processed within 10 business days.

Return Policy

Because our products are personal-care and beauty items intended for direct application, and for hygiene and safety reasons, we can only accept returns of items that are unused, unopened, and in their original sealed packaging, within 30 days of delivery.

Once a personal-care, cosmetic, or wellness product has been opened, used, or has had its seal broken, it can no longer be resold and is not eligible for return, exchange, or refund, except where the item arrived damaged, defective, or incorrect (see "Damaged or Incorrect Items" below).

To start an eligible return, email us within 30 days of delivery with your order number and the reason for the return. Our team must approve all returns before you send the product back. Items must be returned in their original, unopened packaging along with your order number and shipping name to help us process it quickly. Customers are responsible for return shipping costs, except for items damaged in transit. Shipping costs are non-refundable.

Once we receive your return, please allow up to 10 business days for us to inspect the item(s). After we confirm the item(s) are unopened and in original condition, please allow up to 40 business days from the confirmation date for the refund to be processed. All refunds are issued in US Dollars (USD) based on the original purchase.

Product Concerns

We take product safety seriously and encourage customers to use our products safely and responsibly, following all usage instructions and safety precautions provided with your product. If you experience any discomfort while using our products, discontinue use immediately and contact us through our Contact page so we can help address your concern.

Damaged or Incorrect Items

We carefully package our products to prevent damage during shipping. If your item arrives damaged, defective, or if you received the wrong product, please let us know within 48 hours of delivery. Email us with a clear photo of the issue and your order number, and we will determine your eligibility for a free replacement or refund, at no additional cost to you. This applies regardless of whether the packaging has been opened.

Shipping & Delivery

While we strive to deliver your order on time, we cannot be held responsible for shipping or delivery delays outside of our control, including those caused by the shipping carrier, customs, or other issues that may arise during transit. If you experience a delivery issue, please contact the shipping carrier directly for assistance. We are not responsible for lost, stolen, or delayed packages once they have been handed to the carrier.