Due to the circumstances with Covid-19 & high volume of orders that we are receiving, your shipment may take longer than usual. Please be assured that we are working hard to get everything out asap. We know it may be frustrating to wait longer than expected for your order, but please understand that in the current circumstances there are things which are out of our control. Thanks for your understanding!
*all our shipping times are in business days i.e. excluding weekends and bank holidays. +1 day order processing time applies to all shipping times
For the countries which are on our embargo/exception list, then you cannot place an order to be shipped to that country. All our shipping times are marked on your order based on the shipping option available for the individual product. We can only offer one shipping option for the entire order. If a product is offered on a faster shipping method but other product is available on a standard delivery then you would have to place separate orders for the two items to get the best delivery options for individual items. This is because we ship our products from warehouses all over the world including USA, UK, Poland, Thailand and mainland China. Only products which have reasonable demand in the relevant country are shipped locally with faster shipping times.
A shipping confirmation is emailed to you as soon as your purchase has been shipped from our warehouse, which will allow you to track the status of your shipment on our website. With in UK you may not get tracking information for certain faster shipping options, as occasionally we do deliver the actual item before the tracking information get passed on to you. For our other worldwide shipping options a tracking number is always provided. Shipping costs are dependent upon the product, its weight or weight of the package and delivery location. Customers are responsible for customs duties and taxes for all International orders.
Tracking your order
As the receiver, it will your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or replacement for free and you may need to place the order again.
Additional Delivery Time & costs out of our control
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Will I Be Charged With Customs And Taxes?
The prices displayed on our site are tax-free in GBP, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
If you need to change your order, please contact us immediately. We process our orders fast and once the order is processed it is nearly impossible to stop the shipment. If we can stop it we will do our best to keep you happy, but in a reasonable number of cases it is usually out of our hands.Once our warehouse has processed your order, we will be unable to make any changes. You could always return the item unopened and ship it back on your own cost and we will issue a refund in that case. Please see our refunds policy below for that.
RETURNS & REFUND POLICY
30 DAYS UNCONDITIONAL REFUND GUARANTEE FOR UNOPENED & UNUSED ITEMS
If for whatever reason you do not want your item within 30 Days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customer’s responsibility and is non-refundable, neither are the shipping costs the customer paid on their order. Items MUST be returned in their original packaging, unused/unopened or without any wear and tear marks, in order to qualify for a product refund.
Please NOTE, if you have decided you no longer want the item/s you purchased because you have changed your mind, for the guaranteed 30 day period you can get a full refund on your item except for the shipping costs incurred both ways. Also if our RMA authorization team finds the product to be used or in unsellable condition then we may refuse to refund it. You may incur additional shipping costs if you would again request it to be sent back. So please clearly discuss with our Returns team with item/box pictures, and get an approval before returning the item to us.
30 DAYS MONEY BACK GUARANTEE FOR USED ITEMS
For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 30 days of receiving it. Return shipping reimbursement is not available for this.
7 Day Dead on Arrival (DOA) Guarantee
If your item arrives damaged or is not working, please follow the warranty process and contact our Support Center for RMA authorization within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at ItsMyGadget.com
Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 2MB for the Support Center. For send larger attachments ask support team on how to send it through.
WARRANTY EXEMPTIONS AND NOTES
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
– Flash the firmware of a device or root a device
– Open the body in an attempt to fix the device
– Modify, remove, customize, or swap parts of the product
– Use the device in a way that it is not originally intended for
– Continue to use the item once a fault occurs and causes more damage
3. All returns must first be authorized by IMG Support Team prior to return. Please kindly refer to the following steps in ” How to a request warranty” below. For incomplete warranty requests, IMG reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again IMG reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, IMG will offer an alternative solution.
1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.
2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to China. In these cases, we will deduct the customs fees from your authorized refund amount.
3. IMG will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
HOW TO REQUEST WARRANTY (RETURN, REPAIR, AND REFUND)
If your item has an issue, please first submit a ticket to our Support Center. Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
MISSING ITEM(S), WRONG ITEM(S) OR INCORRECT PACKAGE SENT
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our Support Center with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). iwantzone will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
Missing Order/Order Not Received/Order Refused:
If your item is missing or has not been delivered to you due to an error on your part with you not entering your correct address details, we can not be held responsible for this and NO refund will be given if the parcel can not be returned to our factory/head office. If items are returned to us from non delivery because of insufficient address info, we will only be able to give a partial refund because of costs incurred by us for your mistake.
RETURNS AND COMPENSATION PROCESS
If you have any after sales issues, please contact our Support Center directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:
-Wallet refunds will take up to 24 hours to process and appear in your iwantzone account.
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
For repairs, it will take between 7-14 business days depending on the item and the manufacturers stock of spare parts.
IMG’s dedicated Customer Service agents will keep you updated on the repairs process via the ticket system.