Refund policy
RETURNS & REFUNDS
IMPERO BRAND LTD
Plans To Prosper.
We want every IMPERO piece to arrive exactly as expected.
If something isn't right, we've made our returns process simple. This policy explains how to return an order, when a refund is available and what to do if there is an issue with your piece.
Nothing in this policy affects your statutory rights.
01 — RETURNS
You may return eligible items to IMPERO within 30 days of delivery.
To be eligible for a standard return, your item should be:
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Unworn
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Unwashed
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Undamaged
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Free from marks, odours or signs of wear
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Returned with its original tags and labels attached
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Returned with any original packaging supplied with the item, where reasonably possible
We recommend trying garments on carefully and keeping all tags attached until you're certain you want to keep them.
02 — STARTING A RETURN
To begin a return, email:
Please include:
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Your order number
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The item(s) you wish to return
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Your reason for returning them
Our team will provide the relevant return instructions.
Please don't send a return to an address you've found elsewhere without first following our returns process, as this may delay your refund.
03 — RETURN SHIPPING
Unless an item is faulty, damaged, incorrect or otherwise required by law, customers are responsible for the cost of returning their order.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
IMPERO cannot take responsibility for returned parcels that are lost before reaching us.
INTERNATIONAL RETURNS
International customers are responsible for arranging and paying for their return shipping unless otherwise required by applicable law.
Any applicable duties, taxes or additional charges associated with a return may also remain the responsibility of the customer.
04 — REFUNDS
Once your return reaches us, we'll inspect the item to make sure it meets the conditions of this policy.
If your return is approved, your refund will be issued to your original payment method.
Please allow up to 10 business days after approval for your refund to appear, depending on your bank or payment provider.
Original delivery charges will be refunded where required by applicable consumer law.
We'll contact you if there is an issue with your return.
05 — RETURNS THAT DON'T MEET OUR CONDITIONS
We may be unable to accept a standard return where an item:
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Has been worn beyond what is reasonably necessary to inspect or try it on
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Has been washed
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Has been damaged after delivery
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Contains marks, stains, odours or other signs of use
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Has had tags removed where this affects its resale condition
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Falls outside our 30-day returns period
This does not affect your rights where an item is faulty, incorrectly described or where you otherwise have rights under applicable consumer law.
If we cannot approve your return, we'll contact you by email and explain why.
06 — UNACCEPTED RETURNS
If a returned item does not meet our return conditions and no refund is due, we may give you the option to have the item sent back to you.
You may be responsible for the additional shipping cost.
If we contact you regarding an unaccepted return and receive no response within 14 days, we may treat the item as abandoned and, where appropriate, recycle, donate or dispose of it.
07 — EXCHANGES
At present, we don't process direct exchanges.
If you would like another size or colour, return your original item in accordance with this policy and place a new order for the piece you want.
This means you don't have to wait for your original return to be processed before securing another size, particularly on limited releases.
08 — FAULTY, DAMAGED OR INCORRECT ITEMS
Every IMPERO order should reach you in the condition we intended.
If your order arrives faulty, damaged or incorrect, contact us as soon as reasonably possible at:
Please include:
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Your order number
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A description of the issue
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Clear photographs, where appropriate
We'll review the issue and, where applicable, arrange an appropriate solution such as a replacement, repair or refund in accordance with your legal rights.
Where we are responsible for the issue, you will not be expected to cover reasonable return costs.
09 — NON-RETURNABLE ITEMS
Certain products may not be eligible for a change-of-mind return where an applicable legal exception exists.
This may include:
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Gift cards
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Personalised or made-to-order products
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Sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where applicable
Any product-specific return restrictions will be made clear before purchase where appropriate.
Your statutory rights regarding faulty or misdescribed products remain unaffected.
10 — SALE & PROMOTIONAL ITEMS
Unless clearly stated otherwise and permitted by law, eligible products purchased during a sale or promotion can be returned under the same return conditions as full-price products.
Your refund will reflect the amount you actually paid for the item after any applicable discount.
11 — LATE OR MISSING REFUNDS
If we've confirmed that your refund has been issued but you haven't received it yet, please allow for your bank or payment provider's processing time.
If sufficient time has passed:
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Check the original payment account
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Contact your bank or payment provider
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If the refund still cannot be located, contact us at info@imperobrand.com
We'll help you investigate it.
12 — YOUR LEGAL RIGHTS
Our Returns & Refunds Policy operates alongside your rights under applicable consumer law.
For UK customers purchasing online, this may include rights to cancel certain purchases within the statutory cancellation period and separate rights where products are faulty, damaged, not as described or otherwise fail to meet legal requirements.
Nothing in this policy is intended to restrict those rights.
13 — CONTACT
Need help with a return?
IMPERO BRAND LTD
Please include your order number when contacting us so we can help you as quickly as possible.
IMPERO
Plans To Prosper.