Returns
Eligibility
We gladly accept returns within a 30-day window from the date of delivery. For a return to be eligible, the item(s) must be in unused, undamaged condition, and remain within its original packaging. Please note that return shipping expenses are the responsibility of the customer, unless the item received is incorrect or defective.
Return Process
Initiating a return process is as easy as reaching out to our customer support team at support@immortalgroup.ca before sending any item back. To ensure a seamless return experience, kindly furnish the following information: order number, reason for return, and the condition of the item(s). Once you've contacted us, you can ship the item(s) to the address provided by our customer support team.
Inspection and Refunds
Upon receiving the returned item(s), our dedicated team will conduct a thorough inspection to confirm their adherence to the eligibility criteria. If the item(s) meet the criteria, we will process your refund within 5-10 business days, returning the funds to the original payment method employed for the purchase. It's important to note that refunds will solely cover the cost of the item(s) and will not include any associated shipping charges, unless the return is prompted by an incorrect or defective item.
Refunds
Damaged or Incorrect Items
If you happen to receive a damaged or incorrect item, it's important to notify our dedicated customer support team within 48 hours of the item's delivery. To facilitate the resolution process, we might request photographic evidence of the damaged or incorrect product for verification purposes. Once the item's condition is validated, we will make arrangements for a replacement to be dispatched to you promptly. Alternatively, if preferred, we will process a full refund that includes any associated shipping charges.
Non-Received Items
In the event that your order has not been received within the specified delivery timeframe, we kindly ask you to get in touch with our customer support team. Your concern will be thoroughly investigated, and based on the outcome of the investigation, appropriate steps will be taken. This might involve initiating a refund or reshipment to ensure your order reaches you as intended.
Note: Please be aware that we reserve the right to decline returns that do not meet our eligibility standards. Refunds may require a processing period contingent upon your payment provider's policies. Furthermore, we disclaim responsibility for any packages lost or damaged during the return shipping process. To safeguard against such situations, we strongly recommend opting for a traceable shipping service and retaining a shipping receipt.
If you have any further questions or require assistance, please don't hesitate to reach out to our customer support team at support@immortalgroup.ca