Refund policy

RETURN AND REFUND POLICY

(Compliant with EU Directive 2011/83/EU)

Right of Withdrawal (14-Day Return Policy)

If you are a customer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

To exercise this right, you must notify us in writing (via email info@imemoi.com or contact form) within 14 calendar days from the date the order was delivered to you.

Once you have communicated your decision to withdraw, you then have an additional 14 days to return the item(s) to us.

Return Conditions

To qualify for a return and full refund:

  • You must notify us of your withdrawal within 14 calendar days of receiving the order.

  • The item(s) must be shipped back within 14 calendar days from your withdrawal notice.

  • Items must be unused, unworn, and returned in the original condition, with all original packaging and tags.

  • You must include proof of purchase (order confirmation or receipt).

  • You are responsible for return shipping costs.

  • We will refund the full product price, but original shipping costs are non-refundable, unless the item is faulty or incorrect.

We reserve the right to refuse returns that do not meet these conditions.

How to Request a Return

  1. Contact us at info@imemoi.com within 14 days of receiving the order.

  2. Include your order number and optionally the reason for the return.

  3. Once your request is approved, we will provide you with return instructions and the return address.

  4. Return the item(s) within 14 days of your notification. We recommend using a trackable shipping service.

Refund Processing

  • Once we receive and inspect your return, we will notify you of the approval or rejection of the refund.

  • If approved, the refund will be issued to your original payment method within 14 days of receiving the returned item.

  • Refunds do not include original shipping fees, unless the item was faulty or damaged.

Exchanges

We allow exchanges only for items of equal or higher value.
If you wish to exchange your item for one that costs more, you will be required to pay the difference in price.
We do not accept exchanges for items of lower value than your original purchase.

To request an exchange:

  1. Contact us at info@imemoi.com with your order number and the item you wish to exchange.

  2. Once approved, send back the original item (unused and in its original condition).

  3. Once received, we will ship the new item or provide instructions for any additional payment needed.

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 5 days of delivery at [insert email].

  2. Send us your order number and clear photos of the damage.

  3. After assessment, we will:

    • Send a replacement of the same item (if available), or

    • Issue a full refund or a store voucher for the product value.

The voucher has no expiration date and can be used at any time.

Return Shipping Costs

  • Customers are responsible for paying their own return shipping costs.

  • Shipping costs are non-refundable.

  • If you are issued a voucher instead of a refund, the return shipping cost will be deducted from the voucher amount.

For items valued over €500, we recommend using a trackable and/or insured shipping service. We are not responsible for returns lost in transit without tracking.

Lost or Stolen Packages

IMEMOI (imemoi.com) is not responsible for lost or stolen packages that are confirmed as delivered to the address provided at checkout.
Upon request, we will provide:

  • Date of delivery

  • Tracking number

  • Shipping carrier information

So that you may follow up directly with the shipping provider.

Contact Us

If you have any questions or wish to start a return, please contact us at:
📧 info@imemoi.com

Legal Note

This Return & Refund Policy is compliant with the European Union Consumer Rights Directive (2011/83/EU) and applicable national consumer protection laws in the EU.