Refund & Returns Policy

IGODOO Store Ltd

Effective Date: 06/10/2020
Last Updated: 06/10/2020

1. Introduction

At IGODOO Store Ltd (“IGODOO”, “we”, “our”, or “us”), customer satisfaction is our priority. We strive to provide quality products and a seamless shopping experience. If you are not completely satisfied with your purchase, this Refund & Returns Policy explains your rights, our procedures, and how refunds, exchanges, and returns are handled.

This policy applies to purchases made through our website and should be read together with our Terms & Conditions, Privacy Policy, Shipping & Delivery Policy, and other applicable website policies.

2. Your Consumer Rights

Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where applicable law provides greater protection than this policy, the law will prevail.

3. Return Eligibility

Unless otherwise stated, you may request to return most eligible products within 30 calendar days from the date your order is delivered.

To qualify for a return, items should:

• Be unused and in their original condition.
• Be returned with original packaging, manuals, accessories, and tags where applicable.
• Not be damaged due to misuse or improper handling.
• Include proof of purchase or the original order number.

We reserve the right to inspect returned products before approving a refund or exchange.

4. Right to Cancel (UK Distance Selling)

If you are a consumer in the United Kingdom, you generally have the right to cancel your purchase within 14 days of receiving your goods without giving a reason, subject to legal exceptions.

If you exercise this right:

• Notify us within the cancellation period.
• Return the goods within 14 days after informing us.
• Take reasonable care of the goods while they are in your possession.

Refunds will be processed in accordance with applicable consumer legislation.

5. Products That Cannot Be Returned

The following items are generally not eligible for return unless they are faulty, damaged, or incorrectly supplied:

• Personal care products opened after delivery.
• Perishable goods.
• Food and beverages.
• Custom-made or personalised products.
• Gift cards and vouchers.
• Downloadable software or digital content once accessed.
• Products sealed for hygiene reasons where the seal has been broken.
• Items marked as final sale or non-returnable at the time of purchase.

6. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

• Damaged during delivery,
• Defective,
• Faulty,
• Missing components,
• Incorrectly supplied,

please contact our Customer Support team within 48 hours of delivery.

To help us resolve your request quickly, please provide:

• Your order number.
• A description of the issue.
• Clear photographs showing the product and packaging.
• Any relevant supporting information.

Depending on the circumstances, we may:

• Replace the item.
• Repair the item (where appropriate).
• Offer a full refund.
• Offer a partial refund.
• Provide store credit where mutually agreed.

7. Incorrect Orders

If you receive the wrong product due to our error, we will arrange for the correct item to be supplied and, where appropriate, provide instructions for returning the incorrect item at no additional cost to you.

8. Change of Mind Returns

If you simply change your mind, eligible items may be returned within our return period provided they meet the conditions outlined in this policy.

You may be responsible for the cost of return shipping unless otherwise required by law or unless we have agreed to cover those costs.

Original shipping charges may not be refundable unless the return results from our error or your legal rights require otherwise.

9. Return Process

To request a return:

1. Contact our Customer Support team using the contact details on our website.
2. Provide your order number and reason for the return.
3. Wait for return authorisation and instructions.
4. Package the item securely.
5. Ship the item using the recommended return method.
6. Retain proof of postage until your return has been processed.

Returns sent without prior authorisation may experience delays or may not be accepted.

10. Return Shipping

Unless otherwise required by law:

• Customers are responsible for return shipping costs for change-of-mind returns.
• We cover return shipping costs where the product is defective, damaged, or supplied incorrectly.
• Shipping fees are generally non-refundable once services have been performed.

We recommend using a tracked and insured delivery service for valuable items.

IGODOO Store Ltd is not responsible for returns lost or damaged during transit.

11. Inspection of Returned Goods

Once your returned item arrives, it will be inspected by our returns team.

We will verify:

• Product condition.
• Completeness.
• Packaging.
• Evidence of use.
• Eligibility under this policy.

Inspection normally takes 5–10 business days, although processing times may vary during busy periods.

12. Refund Approval

If your return is approved, your refund will be processed using the original payment method whenever possible.

Refunds generally include:

• Product purchase price.
• Applicable taxes paid.

Refunds generally do not include:

• Express delivery charges (unless legally required).
• Optional services purchased separately.
• Return shipping costs where the customer is responsible.

13. Refund Processing Time

Approved refunds are normally issued within 5–10 business days after inspection.

Please note that banks, payment providers, and card issuers may require additional processing time before funds appear in your account.

14. Partial Refunds

In certain circumstances, partial refunds may be issued where:

• Items are returned incomplete.
• Products show signs of unreasonable use.
• Accessories are missing.
• Packaging is significantly damaged.
• Value has been reduced through handling beyond what is necessary to inspect the goods.

15. Exchanges

Where stock is available, eligible products may be exchanged for:

• Another size.
• Another colour.
• A replacement for defective items.

If the requested replacement is unavailable, a refund or alternative product may be offered.

16. Promotional Items

If products purchased as part of a promotion are returned:

• The promotional discount may be recalculated.
• Free gifts associated with qualifying purchases may also need to be returned.
• Failure to return promotional items may reduce the refund amount.

17. Bundled Products

Where products are sold as a bundle or package, all items included in the bundle may need to be returned together to qualify for a full refund unless otherwise agreed.

18. Gift Purchases

Products purchased as gifts may be eligible for exchange or store credit where proof of purchase is available.

Refunds are generally issued to the original purchaser using the original payment method.

19. Refused Deliveries

If a customer refuses delivery without a valid reason:

• Return shipping and handling charges may be deducted from any refund.
• Original shipping costs may not be refunded.

20. Lost Returns

If you are responsible for arranging the return shipment, you remain responsible for the goods until they are received by IGODOO Store Ltd.

Please retain tracking information until your return has been confirmed.

21. Fraud Prevention

To protect our customers and business, we reserve the right to refuse returns or refunds where we reasonably believe:

• False information has been provided.
• Fraudulent claims have been made.
• Products have been intentionally damaged.
• Our returns policy is being abused.
• Excessive or repeated return patterns indicate misuse.

Where appropriate, suspected fraudulent activity may be reported to the relevant authorities.

22. Store Credit

In some circumstances, and with your agreement, refunds may be issued as store credit instead of a monetary refund.

Store credit may:

• Be subject to expiry periods.
• Be non-transferable.
• Be redeemable only on our website.

23. International Orders

Customers outside the United Kingdom may be responsible for:

• Return shipping costs.
• Customs duties.
• Import taxes.
• Brokerage fees.
• Local handling charges.

These charges are generally non-refundable unless otherwise required by applicable law.

24. Policy Changes

IGODOO Store Ltd reserves the right to amend this Refund & Returns Policy at any time to reflect changes in our business practices, legal obligations, or customer service procedures.

Updated versions will be published on our website with the revised effective date.

25. Contact Us

If you have any questions about this Refund & Returns Policy or wish to request a return or refund, please contact us:

IGODOO Store Ltd

Customer Support: support@igodoo.com

Returns Enquiries: returns@igodoo.com

Website: https://igodoo.com

Registered Office: [Insert Registered Office Address]

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK Time)

We are committed to resolving return and refund enquiries promptly, fairly, and in accordance with applicable consumer protection laws.