We hope you love the items you buy from us; we take the utmost care in ensuring our brands and products are of a high quality. Additionally, as shipping goods has an environmental impact, we hope to minimise returns by giving you as much information as possible about each product. 

However, we understand that from time to time things might not be quite what you expected. So here is our policy and instructions if you ever need to return a product.

How do I request a return?

Immaculate Vegan is a multi-brand marketplace. That means that we offer products from different brands based in different countries. So you need to return your item directly to the brand supplier, not to Immaculate Vegan.

If you want to return an item, you need to inform Immaculate Vegan, not the brand. Please email us at returns@immaculatevegan.com.

How long do I have to return my order? 

You have 14 days to inform us of your desire to return an item, and then a further 14 days from the date you notify us to send back the item.

Do you offer free returns?

Unfortunately because they are small, independent businesses, the vast majority of our brands are NOT able to offer free shipping – it would simply make trading unfeasible. An exception is Will's Vegan Store which does offer free returns and exchanges. Please still contact customers@immaculatevegan.com to make a return or exchange for Wills, and we will process this for you.

Please note that any delivery costs or import taxes you may have had to pay to receive an item cannot be refunded by us upon the return of that item.

What can be returned?

Any item – regular priced or sale price – may be returned and refunded. This includes items purchased with a promotional or discount code.

However, any custom-made / made to order products cannot be returned and refunded.

What if an item is faulty?

If an item is faulty, the brand is responsible for paying for costs of returning the item. Please inform us if you receive a faulty item as soon as possible, by emailing us at customers@immaculatevegan.com. We will ensure you either have a refund or an exchange.

How should I send back my return?

Please ensure you package your return securely to prevent any damage to the items or boxes.

You are responsible for any item being returned until it arrives back at the supplier. We recommend a signed-for and tracked delivery with proof of postage. This is to ensure that if an item goes missing, it can be tracked.

For non-domestic, international returns, please ensure the package is clearly marked as a return, i.e. 'RETURNED GOODS – FAILED SALE'. We ask that you also use a Customs Declaration (like a CN22 form) that allows you to formally mark the package as Returned Goods. Otherwise the brand will incur import charges that you – the customer – will be liable for. This amount will be deducted from your refund as well as any shipping costs. It may be advisable to take a photo of your package in the event of any dispute.

In what condition will you accept returns?

All items returned must be in their original condition – unused, unworn, unwashed, in the original packaging and with original labels and any hygiene stickers attached. All beauty products must be unopened, with all seals in place. Unfortunately, our suppliers will not be able to accept any items that fail to meet these criteria. 

Processing your return

Once your returned item is received and inspected, the supplier will notify us, and we will then send you an email confirming this.

If your return is approved, your refund will be processed. We aim to refund you as soon as we can, once your returned item has been processed by the supplier.

We are legally obliged to ensure your money is refunded within 14 working days of receipt of the returned goods in a saleable condition.

Please note that original shipping costs are not refundable unless the delivered item is faulty.

Exchanges

Most of our brand partners allow exchanges, although some only offer a return and refund. If you wish to have an exchange, please contact us at returns@immaculatevegan.com.

Import Duties

If you have had to pay import duty on a purchase, then you may be able to reclaim that from your local tax office, if you return the goods. Immaculate Vegan is not responsible for any additional customs and taxes applied to an order.

Returns & Damages

Immaculate Vegan is not liable for any items damaged or lost during delivery. If this does occur, please let us know and we will contact the brand and then follow up with you. 

Cancellation policy and process 

You can cancel an order that you have paid for if it has not yet been dispatched. To do this, please notify us by using the Contact Us form on our website or email us at customers@immaculatevegan.com.

If you cancel an order that has been dispatched you are obliged to pay the cost of the return shipping. Note: we are unable to refund this or the original shipping fee.

We aim to process your refund within than 5 days of receipt of goods.

Any custom-made or made-to-order products cannot be cancelled.

Note

This policy applies to products purchased from the www.immaculatevegan.com website only.

Questions?

If you have any questions about returns or cancellations that we haven’t answered, please email us at customers@immaculatevegan.com.