Return & Exchange
At Imperial Bamboo, we do everything to ensure you with a hassle-free experience. We pride in the friendly, helpful and professional staff. Regardless of what your issue is, we make sure to go the extra mile to resolve it.
For returns and exchanges related to the quality of our product, we provide you with a year’s assurance against any manufacturing company’s defect. For return and exchange related to our customer satisfaction, we provide you with 100 night’s free trial. (Because of Covid-19 no refund will be issue only an exchange)
The customer is responsible to have the product for 100 nights before making return request.
The timeframe for return process is based on the delivery date of the order. We only allow one return per household/delivery address/customer and assure you with a complete refund.
Simply let us know through a phone call or an email within the 30 days’ time period of the purchase date.
Depending on the situation and reason for the return, we also provide you with replacement without charging any additional cost.
However, we don’t consider the return requests submitted after passing of the defined refund period. You are requested to return the product in its original packaging and unused for reselling again.
Mattress Return condition:
Only orders with complete and full payment will be entertained for return requests before delivery have been booked.
(Because of Covid-19 no refund will be issue from hygienic reasons)
●Mattresses will only be refunded if the full price has been paid from our website only and has a receipt copy before delivery been booked or if the matters new in his original box.
●Products bought from the our shops by a promotional offers and sale reduce price will not be refunded.
●Since we use a delivering service of third-party Company for delivery, the customer will have to pay a delivery cost service of 150 GBP + Administration fee.(Also in cancelation if delivery been booked already as the product already left our factory)
●If your return request has been accepted, the customer will have to pay the cost of delivery to the factory which amounts to 150GBP+ Administration fee.
Pillow and accessory return terms: If the order has been opened and the original packaging has been removed no exchange would be offered. Only unopened products with the original packaging intact will be granted an exchange offer. The operations team of Imperial Bamboo will assure and confirm the product prior to issuing any exchange offer.
●You can contact us on our official email address or give us a call on our toll-free numbers.
●Accessories and pillows will only be exchanged or refunded within the 14 days period if unused.(our guarantee is only for the memory foam filling that is not going to loose foam, if the pillow is damage by human like ripping or a hole in the pillow the guarantee will not cover)
●Unopened and unused products are exchangeable.
●If pillows, toppers, sheets, mattress protectors and encasements are opened and the original packaging is missing, the product will be considered non-exchangeable and non-refundable.
●Products and accessories that are paid in full and have a copy of the original receipt will be considered for exchange and refunds.
(Because of Covid-19 no refund will be issue only an exchange )
●Products bought on sale price from a promotion or discount campaign will not be refunded or exchanged.
●We don’t offer a refund and exchange for all of our offered products because of hygiene and safety reasons.(All our product is new and ready to to use)
However, an order placed outside the UK won’t be entitled to return label. We stand by our 30-days period return policy for orders placed by customers outside the UK region. The amount reimbursed for such orders will be the actual cost of the product and not the delivery and shipping charges. Once the returned product is received by the factory, a replacement product will be delivered within a defined timeframe. Or if the refund was approved, the amount of the returned merchandise will be issued to your credit card within a well-defined time period.
**22/03/2020 Covid-19 Updates
BE AWARE- Because of the corona virus we will not doing any refunds for any products after it left our Factory/Shop as we don’t want to spreading the virus.
We apologize before all our customers.
The rules will be applying as long we guide different by the government.
(The updates will affect till the company change it and find it is safety)