TERMS – Returns & Refunds Policy

IDM Imagineering – Returns & Refunds Policy

Last updated: 25th November 2015

At IDM Imagineering, we design and manufacture specialist props, replicas and custom-made creative items. We want you to be completely satisfied with your purchase, and this Returns & Refunds Policy explains how returns are handled for orders placed through our website.

This policy applies to all orders placed via:
https://www.idmimagineering.co.uk

1. Eligibility for Returns

You may return an item within 28 days of receiving your order, provided that:

  • The item is unused, unspoiled, undamaged, and in its original condition.

  • All included components, accessories, and packaging are returned.

  • You are the original buyer who placed the order.

    • We do not deal with third-party recipients, resellers, second-hand owners, or anyone other than the original purchaser.

2. Items Not Eligible for Return

We cannot accept returns for:

  • Used, damaged, altered, or bespoke items.

  • Custom builds or personalised commissions unless faulty.

  • Items returned outside the 28-day period.

  • Exchanges (we do not offer exchanges under any circumstances).

If you are unsure whether your item is eligible, please contact us before sending it back.

3. Return Shipping Costs

All return shipping fees are the responsibility of the customer.
We strongly recommend using a tracked and insured service, as we cannot accept responsibility for lost or damaged return parcels.

4. Refunds

Once we receive and inspect the returned item, an eligible refund will be processed within 7–14 working days.

Refunds are issued to the original payment method only.

Please note:

  • Any refund amount will be less IDM Imagineering’s original shipping costs, regardless of whether you received free or discounted shipping at checkout.

  • Refunds are also less applicable VAT charges, because VAT on shipping and services cannot be reclaimed once the order has been processed.

  • If the item is returned in unsatisfactory condition (used, damaged, incomplete), we reserve the right to refuse the refund or deduct an appropriate amount.

5. Faulty or Damaged Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Your order number

  • Photos of the packaging and the item

  • A description of the issue

This allows us to assess the situation and arrange a replacement or resolution.

6. How to Start a Return

To request a return, please email:

📧 info@idmimagineering.co.uk
Subject: Return Request – Order #[your order number]

Please wait for confirmation and instructions before sending anything back.

Returns must be sent to:

IDM Imagineering
Leeds, West Yorkshire, UK
(Full return address provided after authorisation)

7. Third-Party Marketplaces

If you purchased through any third-party marketplace (eBay, Etsy, etc.), their platform-specific return rules may apply.
However, we only communicate with the original buyer, not the recipient or reseller.

8. Compliance & Google Merchant Requirements

This page is designed to provide clear and accessible return information for both customers and Google Merchant Centre.
Google may use this URL to verify:

  • Return window

  • Who pays return postage

  • Refund deductions

  • Eligibility conditions

  • Contact process

Summary

  • ✔ 28-day return window

  • ✔ Items must be unused & unspoiled

  • ✔ Customer pays return shipping

  • ✔ Refund = purchase price minus IDM’s shipping + VAT

  • ✔ No exchanges

  • ✔ Only the original buyer may initiate a return

  • ✔ Inspection required before refund