At Impoluxe, we care about your shopping experience and want you to feel confident when buying from us. That’s why we have a simple and transparent Return Policy designed to protect our customers while keeping the process hassle-free.
We understand that sometimes things don’t go as planned. Maybe the size isn’t right, the product doesn’t match your expectations, or you simply changed your mind. Whatever the reason, our return policy ensures that you can shop with peace of mind.
1. Eligibility for Returns
To qualify for a return, please make sure of the following:
- The product must be returned within 7 days of receiving your order.
- The item must be unused, undamaged, and in its original packaging.
- All tags, labels, and accessories must remain intact.
- A valid proof of purchase (order number, receipt, or invoice) is required.
Note: Items that are damaged due to customer misuse, not returned in original condition, or returned after 7 days will not be eligible for a refund or exchange.
2. Non-Returnable Items
While we aim to make returns easy, certain items cannot be returned for hygiene and safety reasons. These include:
- Personal care products (such as creams, oils, and skincare items) once opened or used.
- Intimate wear and accessories.
- Customized or personalized items made specifically for you.
- Discounted or clearance sale products (unless they arrive damaged or defective).
3. Damaged, Defective, or Wrong Item
If you receive a damaged, defective, or incorrect item, please contact us immediately at support@impoluxe.com or via WhatsApp.
- We will guide you through the return process.
- Customers must report the issue within 48 hours of delivery with pictures or videos as proof.
- Once verified, we will arrange either a replacement or a full refund, depending on your preference.
4. Refund Process
Once your returned item is received and inspected, we will notify you about the approval or rejection of your refund.
- Approved refunds will be processed within 7–10 business days.
- Refunds will be made through the original payment method (Bank Transfer, Easypaisa, JazzCash, or COD adjustments).
- If your return is rejected (due to product misuse, missing packaging, or late return), we will send the product back to you at your expense.
5. Exchange Policy
If you wish to exchange your product for another size, color, or variant, we’re happy to help:
- Exchanges are accepted within 7 days of delivery.
- The product must be in unused and original condition.
- If the new product costs more, the difference must be paid. If it costs less, the balance will be refunded or adjusted.
6. Return Shipping Costs
- If the return is due to our mistake (wrong, damaged, or defective product), we will cover the return shipping costs.
- If the return is due to personal reasons (change of mind, size issue, or dislike), the customer is responsible for the return shipping charges.
7. Steps to Initiate a Return
Here’s how you can return a product:
- Contact us at support@impoluxe.com or WhatsApp within 7 days of delivery.
- Provide your order number, reason for return, and pictures (if applicable).
- Our team will review your request and guide you with the return instructions.
- Ship the product back using the advised method.
- Once received and inspected, we’ll process your refund or exchange.
8. Important Notes
- Please ensure your package is packed securely to avoid damage during transit.
- We recommend using a trackable courier service when sending returns.
- Impoluxe is not responsible for lost or damaged return shipments sent by customers.
9. Customer-Friendly Promise
We know online shopping can sometimes be tricky, so our aim is to keep things simple and stress-free. We want you to love your shopping experience, and our return policy is designed to ensure fairness and satisfaction.
Our guiding principles are:
- Transparency – Clear and easy-to-understand policies.
- Flexibility – Fair solutions for genuine issues.
- Customer First – We value long-term trust over short-term gains.