Refund policy

At IM Beauty, we want you to be satisfied with your purchase. However, due to the exclusive nature of our niche cosmetics products and for hygiene reasons, we have a returns policy with specific conditions. Below, we outline the circumstances and the process for returns:

Conditions for Accepting Returns

  • Defective product or our mistake: We accept returns if the received item is defective, damaged, or if there was an error in preparing the order (for example, the wrong item). In these cases, we take full responsibility and will cover the return shipping costs.
  • Customer satisfaction (Voluntary return): If the product is unopened, in its original condition, and the customer decides to return it for personal reasons (for example, a change of mind), we accept the return within the established timeframe. In this case, a fixed charge for return shipping will apply, which will be deducted from the amount to be refunded.
  • Opened or used product: For hygiene and safety reasons, we do not accept returns of products that have been opened, unsealed, or used, under any circumstances. This includes cosmetics whose safety seals have been broken. (The only exceptional cases will be defective or damaged products in transit, as indicated above.)

Timeframe for Requesting a Return

The maximum time to request a return is 30 natural days from receipt of the order. After this time, unfortunately we will not be able to accept returns.

  • The product must be closed and in perfect condition, with its original packaging intact (except in cases of factory defect).
  • If the return request is due to our mistake or a defective product, it must be communicated within those 30 days and preferably as soon as possible after receiving the item.

Procedure to Manage a Return

To start a return process, we ask you to follow these steps:

  1. Initial contact: Contact us through our WhatsApp (+34 650 156 331) indicating your order number, the product you want to return, and the reason for the return. Our customer service team will get back to you as soon as possible.
  2. Eligibility confirmation: We will review your request according to the conditions mentioned above. If the return meets the criteria, we will confirm approval and include the necessary instructions.
  3. Preparing the package: Pack the product securely, preferably in its original packaging, making sure it is well protected for transportation. Include all accessories, promotional gifts, or documentation, if any.
  4. Shipping the item back:
    • Voluntary return: Shipping is the responsibility of the customer. You can choose the courier company you prefer.
    • Our mistake or defective product: We will tell you how to proceed; normally we will provide you with a prepaid label or coordinate pickup at no cost to you.
  5. Responsibility during shipping: If you arrange shipping yourself, use a trackable method and keep the proof of shipment. IM Beauty is not responsible for losses or damage in transit.
  6. Receipt and " Verification: Once the product has been received:
    • If everything is in order, we will proceed with the refund or exchange.
    • If the product does not meet the conditions (opened, used, or damaged), we reserve the right to refuse the return.
  7. Refund or exchange:
    • Refund: The corresponding amount will be returned, deducting the return shipping charge if applicable. The same payment method will be used unless previously agreed.
    • Credit or exchange: We can issue a voucher for the value of the returned product (deducting the return shipping if it applies) or arrange an exchange of the product.

Return Shipping Costs and Responsibilities

  • Our error or defective product: IM Beauty covers all return shipping expenses.
  • Voluntary return: The customer assumes:
    • The cost of shipping the product back.
    • A fixed charge for return shipping, which will be deducted from the refund amount:
      • Orders within Spain: €6.
      • Orders outside Spain: €12.
    • Responsibility for the package during transit.

Return and Refund Processing Time

After receiving the package and checking it, we have up to 15 days to process the return and issue the refund.

  • We will notify you when we receive your return and when the refund has been processed.
  • The time it takes for the refund to appear will depend on your bank or payment provider.
  • If you requested an exchange of the product, we will send the new item to you as soon as possible and provide you with its tracking number.

Non-Returnable Products

  • Opened or used products: Not accepted for hygiene reasons.
  • Custom-made or limited-edition items: No returns are accepted unless there are defects.
  • Gifts or promotions: Do not have commercial value for refunds.

If you have any questions about a product’s eligibility, contact us before starting the return.

Store Languages and Currency

Our site operates primarily in Spanish, but we offer support in the main EU languages. All transactions are made in euros (€). If you purchase from outside the euro area, your bank will handle the currency conversion.

We’re here for you: If you have questions about our shipping and returns policy or need help with your order, feel free to contact us. Thank you for trusting IM Beauty!