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Return and Refund Policy

At Imagination Box, we are committed to providing exceptional service and ensuring customer satisfaction. Our policy is designed to comply with the Consumer Protection Act and to be transparent about our returns and refunds process.

1. Returns and Refunds Eligibility

  • Defective or Damaged Products: We accept returns and issue refunds only for products that are defective, have packaging issues, or were damaged during delivery.
  • Perishable Goods: Due to food safety and public health regulations, we cannot accept returns for perishable items if you change your mind, if the product has been defrosted, or if it has been left unrefrigerated.

2. Reporting Issues

  • Notification: If you receive incorrect or defective items, please notify us within 24 hours of receipt.
  • Contact Us: Reach out to us at +27 78 499 5386 or info@imaginationbox.co.za. We will arrange for a pickup and provide a replacement where applicable.

3. Conditions for Returns

  • Unopened and Original Packaging: Returned goods must be unopened, in their original packaging, and kept refrigerated until collection.
  • Safety Reasons: Products that have been defrosted or left unrefrigerated cannot be returned for safety reasons.

4. Health and Safety Guidelines

  • Acceptance of Responsibility: Upon receiving your order, you are responsible for handling and storing the items according to health and safety guidelines.
  • Liability: Imagination Box cannot be held liable for improper handling, storage, or any health issues resulting from failure to adhere to these guidelines. Please refer to the Health and Safety Act for proper procedures.

5. Refunds and Replacements

  • Processing Time: Refunds or exchanges will be issued based on the circumstances. Refunds will be processed within 7 working days.
  • Contact Us: If you are unsatisfied with your purchase, please contact us within 7 days of delivery.
  • Replacement Limit: Only one replacement per customer is permitted.

6. How Refunds are Issued

  • Payment Method: Refunds will be processed to your original payment method. You will receive a confirmation once the refund has been issued.

7. Limitation of Returns

  • Business Protection: Imagination Box reserves the right to limit refunds and replacements to protect our business interests. We aim to resolve issues fairly while maintaining our policies.

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