Request a return or cancellation online
Request a return or cancellation
Sign in with the email address used for your order and the verification code sent to that address. Open the order, select the items and choose the available return or cancellation action. Cancellation requests concern items that have not shipped; return requests concern shipped items.
After you submit a request, an email confirms its receipt. We manage the request in Shopify; submitting it does not automatically cancel the order or issue a refund. For an approved return, we coordinate the return shipping label with BigBox-Fulfilment (IID).
The statutory withdrawal period is normally 14 days from receipt of the goods, as explained below. You may also notify us by email or post. A reason or advance approval is not required for a valid statutory withdrawal; the online request process does not restrict these rights. Business buyers' rights follow the agreed business terms and applicable law.
These instructions concern consumers buying physical goods under a distance contract. The statutory right also applies where the legal requirements are met for a contract concluded by email.
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you, or a third party indicated by you other than the carrier, receive the goods. If several goods ordered together are delivered separately, the period begins upon receipt of the last good; if one good is delivered in several lots or pieces, it begins upon receipt of the last lot or piece.
To exercise this right, inform us — Gabriel Matrescu, Polizeimeister-Kaspar-Straße 28, 60320 Frankfurt am Main, Germany, sales@imagineitdelivered.de, telephone +49 174 7545472 — of your decision to withdraw by an unequivocal statement, for example a letter or email. You may use the model withdrawal form, but it is not mandatory.
To meet the deadline, it is sufficient to send the statement before the withdrawal period expires. No reason or prior approval is required.
Effects of withdrawal
If you withdraw, we reimburse all payments received from you, including delivery costs, except supplementary costs arising from your choice of a delivery method other than our least expensive standard delivery. Reimbursement is made without undue delay and within fourteen days of receiving your withdrawal statement. We use the same payment method as in the original transaction unless expressly agreed otherwise; you incur no reimbursement fees.
We may withhold reimbursement until we receive the goods or you supply evidence of sending them back, whichever occurs first, unless we have offered to collect them.
Returning goods
You must send back or hand over the goods to BigBox-Fulfilment (IID), Große Isel 9, 89233 Neu-Ulm, Germany without undue delay and within fourteen days of notifying us of withdrawal. Sending them before that period expires meets the deadline.
Return costs
For non-defective goods returned unused, Imagine It Delivered covers the direct return shipping costs to BigBox-Fulfilment (IID), provided you notify us of your withdrawal within the applicable statutory withdrawal period. This is normally fourteen days from receipt of the goods, as explained in the withdrawal instructions. The goods must then be sent back within fourteen days of your withdrawal notice.
Please contact sales@imagineitdelivered.de to coordinate return shipping. BigBox-Fulfilment (IID) will send you the return shipping label. A withdrawal notice sent within the applicable period is sufficient; our prior approval is not required. The unused-condition requirement concerns this return-shipping offer and does not create a blanket restriction of your statutory withdrawal right. Necessary inspection of the goods, rights concerning defects and applicable statutory exceptions remain unaffected.
For a justified statutory claim concerning defective goods, an incorrect item or transit damage for which we are legally responsible, we bear the necessary return transport costs of the statutory remedy. Please contact sales@imagineitdelivered.de so that we can arrange suitable return shipping. This does not make our prior approval a condition for exercising your statutory rights.
Inspecting the goods does not by itself remove the statutory withdrawal right. You are liable for diminished value only where handling went beyond what is necessary to establish the goods' nature, characteristics and functioning and the statutory information requirements are met. We do not apply an automatic refusal of withdrawal merely because goods were used, or a flat-rate restocking fee. Undamaged original packaging and a return authorisation number are not general conditions for statutory withdrawal. Statutory exceptions remain as explained below.
Exceptions
For sealed goods unsuitable for return for health-protection or hygiene reasons, the right can be lost when the seal is removed after delivery, if the statutory conditions apply to that particular product. This is not a blanket exclusion for cosmetics, adhesives or opened packaging. Rights relating to defective goods remain unaffected. Business customers do not acquire a consumer withdrawal right through these instructions.