Return and Refund Policy

Thank you for choosing IEMMA for your beauty needs! We are committed to providing exceptional products and a seamless shopping experience. While we take great care in delivering high-quality items, we understand that issues may arise. This policy outlines the terms and conditions for returns, refunds, and exchanges to ensure transparency and fairness for both parties. By purchasing from IEMMA, you agree to the terms below.

  1. General Policy

At IEMMA, we prioritize customer satisfaction while adhering to strict safety and hygiene regulations due to the nature of skincare and beauty products. For this reason, we have clear guidelines for returns, refunds, and exchanges. Please review this policy before making a purchase to ensure a smooth process should the need arise.

  1. Eligibility for Returns

Returns and exchanges are only accepted under specific conditions to protect the integrity of our products:

  • Original Condition: The product must be unopened, unused, and in its original packaging, with all seals and labels intact.
  • Complete Items: Any accompanying documentation, promotional items, or gifts included in the original order must also be returned.
  • Request Timeframe: Requests for returns or exchanges must be submitted within 7 calendar days of receiving your order.
  • Proof of Purchase: A valid invoice, receipt, or order confirmation must accompany the return request.

Non-Eligible Items:
The following items are not eligible for return or exchange:

  • Products that have been opened, used, or damaged after delivery.
  • Items with missing parts, damaged seals, or incomplete packaging.
  • Products damaged due to improper use, storage, or handling by the customer.
  • Items marked as “final sale,” promotional items, or samples.
  • Gift cards, vouchers, or store credit purchases.
  • Items returned after the 7-day return window.
  1. Important Notice Regarding Customs and Taxes

ALL IMPORT DUTIES, CUSTOM FEES, AND TAXES ARE THE RESPONSIBILITY OF THE CUSTOMER.
International shipments may be subject to customs clearance procedures, which are beyond our control. Any additional fees imposed by the destination country, including customs duties or taxes, must be paid by the recipient. IEMMA is not responsible for delays, confiscations, or additional charges resulting from customs regulations.

We strongly recommend contacting your local customs office to understand potential fees before placing an order. By completing a purchase, you acknowledge and accept these responsibilities.

  1. Return Process

To initiate a return, please follow the steps below:

  1. Contact Customer Support:
    • Email us at info@iemma.store within 7 calendar days of receiving your item.
    • Provide your Order Number and attach clear photographs of the defective, incorrect, or damaged item.
  2. Wait for Approval:
    • Our team will review your request and send detailed instructions for returning the product. Unauthorized returns will not be accepted.
  3. Prepare for Return Shipping:
    • Pack the item securely to prevent damage during transit.
    • Use a trackable shipping method, as IEMMA is not liable for lost or misplaced returns during shipment.
    • Customers are responsible for the cost of return shipping unless the issue is due to an error on our part (e.g., incorrect or defective item).
  4. Deadlines for Returns:
    • Approved returns must reach us within:
      • 5 business days (for local/domestic orders).
      • 10 business days (for international orders).
    • Returns received beyond this timeframe will not be processed.
  5. Inspection and Processing:
    • Upon receipt, the returned product will be inspected to verify compliance with our return conditions.
    • Processing of refunds or exchanges typically takes 5–7 business days after the returned item is received and approved.
  1. Refund Policy

Refunds are issued under the following conditions:

  • Eligibility: Refunds are only issued for products that meet the return eligibility criteria outlined above.
  • Refund Method: Refunds are processed back to the original payment method used during the purchase.

Refund Timelines:

  • Refunds are typically processed within 7–14 business days after the returned item is inspected and approved.
  • Shipping Fees: Original shipping costs are non-refundable, except in cases where the return is due to our error.

Partial Refunds:

  • Partial refunds may apply under the following circumstances:
    • Items returned with missing components or damaged packaging.
    • Late return requests reviewed and approved on a case-by-case basis.
  1. Damaged or Incorrect Products

If your order arrives damaged, defective, or incorrect, follow these steps:

  1. Report the Issue Promptly:
    • Notify us within 48 hours of delivery by emailing info@iemma.store with clear photos of the item and packaging.
  2. Retain the Item:
    • Do not dispose of the product until further instructions are provided. We may require the item to be returned for inspection.
  3. Resolution Options:
    • A replacement will be offered if the item is in stock.
    • If unavailable, a refund or store credit will be provided.

Note: Claims submitted after the 48-hour window or without sufficient evidence may not be eligible for resolution.

  1. Exchange Policy

Exchanges are permitted under these conditions:

  • The item meets the Returns Eligibility requirements.
  • Customers are responsible for price differences and shipping costs associated with the exchange.
  • Exchanges depend on product availability. If the requested item is unavailable, a refund or store credit will be offered.
  1. Cancellations

Orders may be canceled only under the following conditions:

Before Shipment: Customers may cancel their orders within 6 hours of placing the order. After this period, the order will be processed for dispatch, and cancellation will no longer be possible.

Once an order is shipped, it cannot be canceled. Instead, customers must follow the return process.

  1. Non-Compliance

IEMMA reserves the right to refuse returns, refunds, or exchanges in the following cases:

  • Items returned without prior approval or missing required documentation.
  • Products that fail to meet the return eligibility criteria.
  • Fraudulent activity or misuse of the return policy.
  1. Additional Notes
  • Ensure all return requests are submitted within the specified timeframes.
  • For high-value items, we recommend purchasing additional insurance for returns, as IEMMA is not liable for items lost or damaged during transit.
  • Refunds and replacements may take longer during peak seasons or due to unforeseen delays.
  1. Contact Us

For any questions or assistance with returns, refunds, or exchanges, please contact our Customer Support team:

  • Email: info@iemma.store
  • Phone: +971507617178
  • Support Hours: 8:00 AM – 06:00 PM (GMT)