Before returning items to us, please read and follow the instructions below. You can also contect our Customer Service, where one of our customer sales representatives will be glad to help you.
Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
www.theimagefactor.ca reserves the right to charge a handling fee on all returned products.
1. We offer a 180-day warranty against mechanical failure with the exception of Human Damage. We recommend you to email us your problems as many issues can be fixed or adjusted by yourself.
We will repair your product within the warranty period provided that : The item has a manufacturer defect. The item(s) matches the item(s) on our order records.
Warranty does not cover the following occurences : Mishandled merchandise by customer. Unreasonable wear and tear of any kind. Damage caused by human.
No returns will be accepted without : A prior e-mail stating the specific problem ( wait until you hear back from us ).
2. Under certain conditions, you may exchange or ask for a refund within 14 days from the original date of receiving.
3. Please contact us for return address if you want to send the items back. The return items must contain the following information : name, address, email, order number, telephone, detailed description of the problem.
4. In case the products arrive with damages, wrong delivery or mismatched models, exchange or refund is 100% guaranteed. However, we would not hold responsibility for damage caused by malice action ( by customer herself/himself ), and exchange or refund would be rejected.
5. For all defective items, buyer need to send pictures to proof the damages parts.
6. Returns will only be accepted when it's in its original condition and the item(s) matches the item(s) on our Order Records.
7. If return is for refund/exchange only and have non-quality cases, besides the shipping fees, we will also deduct 9% of the order total amount as handling fee and give you a partial refund or another product you like ( charge or refund balance money forthe different items ).
8. All images displayed on our site are digital photos taken by us. Because of conditions of light and background, they might look a little different from what they really do in the real world. This would not be a reason for exchange or refund request.
9. Prices might vary from different seasons and our promotional campaigns. Price changing would not be a reason for exchange or refund request.
10. For exchange cases, please send the product back first and provide us a delivery tracking serial number and the link where to track this. We will have a new product dispatched to you as soon as we receive the return package.
11. When refund is processing, please be noted that you should send the product back to us, providing a tracking serial number and tracking link. When the product arrives, we'll issue a refund immediately.
Also should Know
All the products are triple-checked before they are delivered to our customers. Please check the product at the arrival before signing your name on the logistics note. In case it's broken or not your purchase, please reject receiving the product. And please contact us immediately for an exchange.
If the product is returned due to the reason that customer didn't sign for it, further refund request will be deducted shipping fee and 9% of the order total amount as handling fee. Namely, partial refund will be granted for the situation above. Also, re-shipping will charge customer shipping and handling fee.