Our Commitment to You
At The Importer we are happy if you are happy. Your shopping experience, and memories of it, should be happy and hassle free. Our refund and returns policy is detailed below.
Proof of purchase
To get a refund or exchange a product that you have purchased from The Importer, you must provide us with proof of your purchase. Proof of purchase includes:
- Tax Invoice
- Bank or Credit Card Statement
If you are unable to provide any of the above, we will do our best to locate your transaction in our system, but we cannot guarantee this process being successful. If the amount on your bank or credit card statement doesn’t directly match the amount of the product purchased (i.e part of a multiple item purchase) we may not be able to confirm proof of purchase.
Your entitlement to a refund or replacement for defective or damaged goods as outlined in our Quality Guarantee. All faults or defects should be reported to The Importer within 7 days of the defect or fault appearing to avoid any further damage.
How to make a claim: Our Warranty Claim form and the details on how to submit a claim are available on our Product Guarantee page. Please follow the instructions provided to submit your claim. We will assess your claim as soon as possible.
Refunds will be processed using the original payment method.
Refunds & Returns
Within 30 days of purchase, we will happily exchange your product(s) for goods of equal value or provide you with an in-store credit note to be used at your leisure. Unfortunately, we are unable to refund product unless it is damaged or faulty.
Returns are only available where the product is returned undamaged and in its original condition including any packaging or instructions.