We hope you love the items you buy from us; we take the utmost care in ensuring our goods 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:
Immaculate Vegan is a multi-brand marketplace. That means we offer products from different brands based in different countries. So you 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, rather than the brand. You have 14 days to inform us of your desire to return an item, and then another 14 days to send back the item. Please email us at firstname.lastname@example.org.
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.
Many of our suppliers don’t include a returns slip in the package itself for environmental reasons; so if you don't find a returns address and returns information in your package, please don't worry. Just email us at email@example.com, and we will send you a returns slip with the returns address for that brand.
What can be returned?
Only regular priced items may be returned and refunded. Unfortunately any sale items cannot be refunded. You can however return items purchased with a promotional or discount code.
Any custom-made / made to order products cannot be returned and refunded.
If the supplier offers free returns, a Free Post sticker or code will be included in the packaging, or listed on their website.
If the supplier does not offer free returns, you are responsible for packaging up the item and posting it back at your own cost. In this instance, we recommend a signed-for delivery with proof of postage.
The exception to this is when the item is faulty, in which case 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 firstname.lastname@example.org.
Any delivery costs or import taxes you may have had to pay to receive an item cannot be refunded upon the return of that item.
You are responsible for any item being returned until it arrives back at its supplier.
It is your responsibility to fill out any customs declaration form correctly. When filling in the customs declaration form, please consult with your post office personnel how to declare a return exempt from import duties. Otherwise the brand may be charged customs import taxes, which they will deduct from your refund amount.
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. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed. We aim to get you refunded 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 saleable condition.
Please note that original shipping costs are not refundable unless delivered item is faulty.
Immaculate Vegan does not currently permit exchanges but rather a return and refund. Should you wish to buy the same item again, you will need to place a new order.
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 a customer order.
Returns & Damages
Immaculate Vegan is not liable for any items damaged or lost during delivery.
Please contact the brand directly. They will follow up with you. If for any reason, your issue is not satisfactorily resolved, feel free to contact us.
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.
We aim to process your refund within than 5 days.
Any custom-made or made-to-order products cannot be cancelled.
This policy applies to products purchased from the www.immaculatevegan.com website only.
Please contact us using the Contact Us form if you have any questions about returns or cancellations that we haven’t answered.