Returns Policy

Consumer Contracts Regulations 2013 offers the following cancellation rights:

Please note that you are entitled to cancel this contract is you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods.

If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

To exercise the right to cancel, you must inform us of your decision to cancel this contract  by a clear statement including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address by emailing: enquiry@imaginasia.co.uk or by post to the following address:   

Imaginasia (UK) Limited,  C/O TILETEC FIREPLACES LIMITED,  Private Road Number 2,  Colwick Industrial Estate, Nottingham, NG4 2JR

If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply.   This includes the cost of standard delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).  We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is a result of unnecessary handling by you.  We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied. 

Change or cancel an order prior to dispatch of goods

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.  If you would like to add products to your order, please place a new order for these items.
You have the right to cancel the Contract at any time and for any reason up to the end of 14 calendar days after you receive the Goods.  Your right to cancel will expire after this 14 day period.

Your legal right to cancel a Contract starts from the date of the Despatch Confirmation (the date on which we email you to confirm our acceptance of your order), which is when the contract is formed.  Your deadline for cancelling the Contract is set out below:
To exercise your right of cancellation before the Goods have been dispatched to you, you must give notice to us by hand or by email: enquiry@imaginasia.co.uk, giving details of the Goods ordered, customer order number, your name and address, telephone number and email address together with your request to cancel all or part of your order, or by calling our Customer Service Team on 0844 4631 256 or 0115 9313234.  We will fully refund you not later than 14 days after the day on which we have received notice from you about your decision to cancel the order.  See full details below on your right to cancel.

Missing orders

If your order has been dispatched but hasn't arrived within the expected time period, please call or email our Customer Service Team at enquiry@imaginasia.co.uk  

If your order has already been dispatched or delivered, then you'll need to follow our Returns Policy in the event of any unwanted products.  (see Returns Policy below).

Returns Policy

Please complete the 'Return Form' you will receive with your item (This form is optional, and is for customer services purposes only).
 

Your right to cancel
If you are contracting with us as a consumer online or by phone, you have the right to cancel, all or part of your contract at any time provided you return the Goods within 14 days of receiving your order and provided you exercise your right no longer than 14 calendar days after the day on which you receive the Goods you ordered. You must inform us of your wish to cancel in writing either by email to: enquiry@imaginasia.co.uk or by post to: Imaginasia (UK) Limited, C/O Tile Tec Fireplaces Limited, Private Road No. 2, Colwick Industrial Estate, Nottingham, NG4 2JR.  Please provide the following details so that we can identify your order and contact you: your Name, Address, Customer Order Number, Telephone Number, email address.    You must take reasonable care of the Goods while in your possession.  You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel.   You will be responsible for returning your order to Imaginasia (UK) Limited at your own cost, and we strongly recommend that you obtain a free certificate of postage from the Post Office, as we are responsible for the Goods only once they have been received into our warehouse.  Items lost in transit will not be treated as returned. Imaginasia (UK) Limited reserve the right to refuse a refund if we find that the Goods have not been returned to us in a fully re-sellable condition.

End of the cancellation period:
The end date is the end of 14 days after the day on which your receive the goods.
For example: if we provide you with a Dispatch Confirmation on 1 January and you receive the goods on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January.
When you send your cancellation notice by email or post, then your cancellation notice is effective from the date you send us the email or post the letter to us.  For example, you will have given us notice in time as long as you get your letter into the last post on the last date of the cancellation period or email us before midnight on that day.

If you cancel your Contract we will:
a) refund you the price you paid for the Goods.  However, please note we are permitted by law to reduce your refund to reflect any reduction the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a brick and mortar shop:
b) refund, where the full order is returned (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply This includes the cost of delivery you paid for (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery);
c) make any refunds due to you as soon as possible and in any event within the deadline indicated below:
You must return the Goods to us at your cost without undue delay (and in the meanwhile retain possession of the Goods and take reasonable care of them) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract.  You must send it back accompanied with the Return Form, to the address below: Imaginasia (UK) Limited, C/O Tile Tec Fireplaces, Private Road No. 2, Colwick Industrial Estate, Nottingham, NG4 2JR

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.  We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.  We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.  

Damaged or incorrectly supplied items

You should check all goods you receive against your order.  If the goods you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply and you must inform us in writing (by post or email: enquiry@imaginasia.co.uk) as soon as possible.   You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.  

This is not intended to be a full statement of all your rights.  Full details of your rights are available in from your local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

If you cancel your order in any of the circumstances set out above, we will refund and money paid by you once you have returned any delivered Goods to us.  In the case of damaged or incorrectly supplied goods, we may offer you a replacement product.  Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to without amounts for products which are damaged on return.

How do I arrange and exchange?
Please email enquiry@imaginasia.co.uk to arrange an exchange.  If the product you require is still available we will exchange it for you.  If the new item you require costs less than the one you have returned we will refund you the difference.  If it costs more than the one you have returned we will need to take an additional payment from you before we can send your the item.  Please make sure you provide us with your daytime telephone number or your email address so we can contact you.

Refunds
Once your parcel has been received by our team it can take up to 14 days to fulfil your request. When we have dealt with your parcel we will confirm this to you by email or telephone. Refunds will only be credited back to the original payment method you provided when you placed your order.