Refund policy

Return and Refund Policy

Thank you for choosing IEMMA for your beauty needs! We are committed to providing high-quality products and a seamless shopping experience. This policy outlines the terms and conditions for returns, refunds, and exchanges. By purchasing from IEMMA, you agree to the terms outlined below.

1. General Policy

Due to the nature of skincare and beauty products, and in adherence to strict hygiene standards, we have clear guidelines for returns and exchanges. Please review this policy before purchasing.

2. Eligibility for Returns

Returns or exchanges are accepted only under the following conditions:

  • Original Condition: Product must be unopened, unused, and in its original packaging, with all seals and labels intact.

  • Complete Items: All accompanying items (documentation, gifts, promotional items) must be included.

  • Request Timeframe: Must request within 7 calendar days of receiving the order.

  • Proof of Purchase: A valid invoice, receipt, or order confirmation must be provided.

Non-Eligible Items:

  • Opened, used, or damaged products.

  • Items with missing parts or damaged packaging.

  • Products damaged by improper use, storage, or handling.

  • Final sale items, promotional items, or samples.

  • Gift cards, vouchers, or store credit purchases.

  • Returns requested after 7 days.

3. Customs & Taxes (International Orders)

  • All customs duties, import fees, and taxes are the customer’s responsibility.

  • IEMMA is not liable for delays, confiscations, or charges related to customs procedures.

  • We recommend checking with your local customs office before placing an international order.

4. Return Process

To initiate a return:

  1. Contact Us
    Email: info@iemma.store within 7 calendar days of receiving your item.
    Include your Order Number and clear photos of the item.

  2. Wait for Approval
    Unauthorized returns will not be accepted. We will send return instructions upon approval.

  3. Prepare the Return

    • Pack the item securely.

    • Use a trackable shipping method.

    • Customer covers return shipping cost unless it's our error.

  4. Deadlines for Return Shipping

    • Local Orders: Must arrive within 5 business days.

    • International Orders: Must arrive within 10 business days.

  5. Inspection & Processing
    Returns are inspected upon receipt.
    Refunds or exchanges take 5–7 business days after approval.

5. Refund Policy

Refunds are granted only if:

  • The return meets eligibility conditions.

  • The original payment method will be refunded.

Refund Timelines

Processed within 7–14 business days after return approval.

Shipping Fees

Original shipping charges are non-refundable, unless due to an IEMMA error.

Partial Refunds May Apply If:

  • Returned items are incomplete or with damaged packaging.

  • The return is approved past the 7-day window.

6. Damaged or Incorrect Products

If you received a damaged, defective, or incorrect item:

  1. Notify Us Within 48 Hours
    Email info@iemma.store with clear photos of the item and packaging.

  2. Do Not Dispose
    Keep the item until we provide further instructions.

  3. Resolution

    • If available, we will send a replacement.

    • If unavailable, a refund or store credit will be issued.

 

Note: Claims after 48 hours or with insufficient evidence may not be eligible.

 

7. Exchange Policy

Exchanges are allowed if:

  • The product meets return eligibility.

  • You cover price differences and shipping.

  • Item requested is in stock; otherwise, refund or store credit is issued.

8. Cancellations

  • Orders can be canceled within 6 hours of purchase.

  • After this period, the order is processed and cannot be canceled.

  • Once shipped, you must follow the return process.

9. Non-Compliance

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

  • Unauthorized returns or missing documentation.

  • Products not meeting eligibility requirements.

  • Fraudulent or abusive return behavior.

10. Additional Notes

  • Always submit return requests within the required timeframe.

  • For high-value items, consider insuring your return package.

  • Refunds/replacements may take longer during peak seasons or unforeseen delays.

11. Contact Us

For help with returns, refunds, or exchanges, reach out to us:

  • Email: info@iemma.store

  • Phone: +971 50 761 7178

  • Support Hours: 8:00 AM – 6:00 PM (GMT)