Refund policy
RETURN, REPLACEMENT & REFUND POLICY
Last Updated: July 18, 2026
Welcome to IMPERA COSMETICS ("IMPERA", "Company", "we", "our", or "us").
Customer satisfaction is one of our highest priorities. Every product manufactured, sourced, stored, packed, and shipped by IMPERA COSMETICS undergoes quality checks before dispatch.
Because our products are cosmetics and personal care products, they come into direct contact with the skin, lips, eyes, and face. For the safety, hygiene, and protection of all customers, we maintain a strict Return, Replacement & Refund Policy.
This policy explains:
when a return is accepted,
when a replacement is available,
when a refund may be issued,
how to report issues,
how claims are verified,
customer responsibilities,
IMPERA's responsibilities,
and your rights under applicable Indian laws.
By placing an order through our website or purchasing IMPERA products, you acknowledge that you have read, understood, and agreed to this Return, Replacement & Refund Policy.
1. WHO WE ARE
This Return, Replacement & Refund Policy applies to products sold under the IMPERA COSMETICS brand and operated by:
Apexline Marketing
Delhi, India
Website:
https://imperacosmetics.com
Email:
support@imperacosmetics.com
Customer Support:
+91 98999 87909
Throughout this Policy:
"IMPERA"
"Company"
"we"
"our"
"us"
all refer to Apexline Marketing, operating under the IMPERA COSMETICS brand.
2. PURPOSE OF THIS POLICY
The purpose of this Policy is to:
maintain customer confidence,
protect customer health and safety,
comply with applicable Indian consumer protection laws,
establish transparent procedures,
prevent misuse of return policies,
ensure fair resolution of genuine claims,
protect customers from defective products,
maintain product hygiene standards,
safeguard business operations against fraudulent claims.
This Policy applies equally to all eligible customers purchasing through authorized sales channels.
3. APPLICABILITY
This Policy applies to purchases made through:
IMPERA Official Website
Shopify Store
Mobile Website
Amazon (Official Store)
Flipkart (Official Store)
Other authorized online marketplaces
Future official sales channels operated by IMPERA
Unless specifically stated otherwise, the same quality standards apply across all official channels.
4. APPLICABLE LAWS
This Policy has been prepared in accordance with applicable Indian laws, including but not limited to:
Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Digital Personal Data Protection Act, 2023 (where applicable)
Information Technology Act, 2000
Other applicable consumer protection laws and regulations
Nothing contained in this Policy limits any non-waivable rights available to consumers under applicable law.
5. OUR QUALITY COMMITMENT
At IMPERA COSMETICS, every product is inspected before dispatch to ensure it meets our quality standards.
Our quality assurance process may include:
packaging inspection,
manufacturing inspection,
visual quality checks,
batch verification,
expiry verification,
labeling verification,
sealing verification,
dispatch verification.
Despite these measures, rare issues may occasionally occur during manufacturing, packaging, shipping, or delivery.
Where a genuine issue is verified, we are committed to resolving it promptly and fairly.
6. COSMETIC PRODUCT HYGIENE POLICY
Unlike apparel, electronics, or household products, cosmetics come into direct contact with the human body.
For customer safety and hygiene reasons:
Products that have been:
opened,
used,
swatched,
tested,
partially consumed,
tampered with,
or damaged after delivery
cannot generally be accepted for return.
This policy helps ensure that every customer receives products that are hygienic, safe, and unused.
7. DEFINITIONS
For the purposes of this Policy:
"Return"
A return means sending an eligible product back to IMPERA for inspection following an approved return request.
A return request does not automatically guarantee a refund or replacement.
"Replacement"
A replacement means IMPERA sends another unit of the same product (or another approved equivalent product where necessary) after verification of an eligible claim.
"Refund"
A refund means repayment of the purchase amount through the original payment method or another approved method where applicable.
"Exchange"
IMPERA does not generally offer exchanges for cosmetics due to hygiene reasons.
Only replacements approved under this Policy may be provided.
"Customer"
Any individual purchasing IMPERA products through an authorized sales channel.
"Order"
A confirmed purchase placed through an official IMPERA sales channel.
"Delivery"
The date on which the shipment is marked as delivered by our logistics partner.
"Business Day"
A day excluding Sundays and public holidays observed by applicable banking institutions in India.
8. ELIGIBLE CLAIMS
Subject to verification, customers may request a replacement or refund where they receive:
A. Damaged Product
Examples include:
broken container,
cracked compact,
leaking product,
shattered packaging,
damaged applicator,
damaged cap,
broken bottle,
product spilled during transit.
B. Manufacturing Defect
Examples include:
defective pump,
defective applicator,
faulty packaging,
abnormal product consistency,
manufacturing contamination,
incorrect filling,
packaging defects caused before dispatch.
Each claim is evaluated individually by our Quality Assurance team.
C. Incorrect Product Delivered
Examples include:
wrong shade,
wrong SKU,
wrong quantity,
wrong product,
incorrect variant,
incorrect order fulfillment.
D. Missing Product
Where an order contains fewer products than purchased and this can be verified through our packing records and delivery documentation.
E. Verified Transit Damage
Where products are damaged during shipment despite proper packaging.
Such claims must be supported with clear photographic or video evidence.
9. CLAIMS THAT ARE NOT ELIGIBLE
The following situations are generally not eligible for return, replacement, or refund:
Product no longer wanted.
Change of mind.
Incorrect shade selection by the customer.
Incorrect product selection by the customer.
Personal dislike of fragrance, texture, finish, or color.
Allergic reactions arising from individual sensitivities (unless required by applicable law or caused by a verified manufacturing defect).
Minor variations in packaging resulting from design updates.
Minor color variations caused by screen or lighting differences.
Products damaged after delivery due to misuse, improper storage, accidental damage, negligence, or unauthorized modification.
Requests submitted after the reporting period specified in this Policy.
Claims unsupported by sufficient evidence.
10. REPORTING TIMEFRAME
To ensure a fair and timely investigation, customers must report any eligible issue within 48 hours of the recorded delivery time.
Requests received after this period may be declined unless otherwise required by applicable law or exceptional circumstances accepted by IMPERA.
Prompt reporting helps preserve evidence and enables faster resolution.
11. CUSTOMER RESPONSIBILITIES
Customers are expected to:
Inspect their order immediately upon delivery.
Verify that all items received match the order confirmation.
Check the condition of each product before opening or using it.
Preserve the original packaging until inspection is complete.
Report any eligible issue within the required timeframe.
Cooperate during the verification process by providing requested information and evidence.
Failure to follow these responsibilities may affect our ability to process a claim.
12. OUR RESPONSIBILITIES
Where a claim is determined to be genuine after verification, IMPERA will make reasonable efforts to provide an appropriate resolution, which may include:
replacement of the affected product,
refund where replacement is unavailable or unsuitable,
additional customer support where appropriate.
All resolutions are provided in accordance with this Policy and applicable law.
13. REPORTING A CLAIM
If you believe your order is eligible for a replacement or refund under this Policy, you must notify IMPERA COSMETICS within 48 hours of delivery.
Claims submitted after this period may not be accepted unless otherwise required under applicable law or approved by IMPERA under exceptional circumstances.
Customers should report issues as soon as they are discovered to ensure timely investigation and resolution.
14. HOW TO SUBMIT A CLAIM
Claims may currently be submitted through:
support@imperacosmetics.com
Future support channels may include:
Customer Account Portal
WhatsApp Business
Website Support Form
Live Chat
Mobile Application
Submission of a claim does not automatically guarantee approval.
Each request is reviewed individually.
15. INFORMATION REQUIRED
To help us investigate efficiently, every claim should include:
Customer Information
Full Name
Mobile Number
Email Address
Order Information
Order Number
Date of Purchase
Date of Delivery
Product Name
Shade / Variant
Quantity Ordered
Issue Description
Provide a clear explanation of:
What happened
When it was discovered
Which product is affected
Whether the product has been opened
Whether any product has been used
The more detailed the information, the faster we can evaluate your request.
16. EVIDENCE REQUIREMENTS
To ensure fairness for all customers, IMPERA requires objective evidence before approving replacement or refund requests.
Depending on the nature of the claim, evidence may include:
Photographs
Videos
Shipping Package Images
Courier Label Images
Product Batch Number
Manufacturing Label
Expiry Date
Invoice
Proof of Purchase
Failure to provide reasonable evidence may result in rejection of the claim.
17. PHOTOGRAPH REQUIREMENTS
Photographs should be:
Clear
Well-lit
Unedited
High Resolution
Taken from multiple angles
Images should clearly show:
Entire Product
Outer Packaging
Inner Packaging
Damage
Product Label
Batch Number
Manufacturing Date
Expiry Date
Shipping Label (where applicable)
Blurry or edited photographs may delay claim processing.
18. UNBOXING VIDEO POLICY
Although not mandatory, IMPERA strongly recommends recording a continuous unboxing video while opening every shipment.
An unboxing video significantly assists in verifying:
Transit Damage
Missing Products
Wrong Products
Broken Packaging
Leakage
Incorrect Quantity
For claims involving missing items, severe transit damage, or empty packages, an unedited unboxing video may be requested.
The video should:
Begin before opening the courier package.
Clearly display the shipping label.
Show all sides of the package.
Show the package being opened without interruption.
Display every item received.
Edited or interrupted videos may not be accepted.
19. CLAIM REVIEW PROCESS
Once your request is received:
Step 1
Acknowledgement of claim.
Step 2
Verification of order details.
Step 3
Review of submitted evidence.
Step 4
Quality Assurance inspection.
Step 5
Decision regarding:
Replacement
Refund
Additional Information Required
Claim Rejection
Customers may be contacted during any stage for additional clarification.
20. QUALITY ASSURANCE INVESTIGATION
Every claim is reviewed by our Quality Assurance team.
The investigation may include:
Manufacturing Batch Review
Packaging Inspection Records
Warehouse Dispatch Records
Courier Information
Delivery Confirmation
Product Images
Customer Evidence
Internal Quality Logs
Where necessary, IMPERA may consult manufacturing partners or logistics providers before making a final decision.
21. REQUEST FOR ADDITIONAL INFORMATION
During investigation, we may request:
Additional photographs
Additional videos
Higher-resolution images
Close-up images
Courier package photographs
Product batch information
Written explanation
Identity verification (where reasonably necessary)
Failure to provide requested information within a reasonable time may result in closure of the claim.
22. APPROVAL CRITERIA
Claims are generally approved where IMPERA reasonably determines that:
The product was damaged before reaching the customer.
A manufacturing defect exists.
An incorrect product was shipped.
A product was omitted from the shipment.
The issue occurred before delivery.
Evidence supports the customer's claim.
Each claim is evaluated individually.
Approval is never automatic.
23. REJECTION CRITERIA
Claims may be declined where:
Evidence is insufficient.
The issue resulted from customer misuse.
Products were intentionally damaged.
Products were altered after delivery.
Products were used before reporting.
The reporting deadline has expired.
Fraud is reasonably suspected.
Required information is not provided.
The issue falls outside this Policy.
A rejected claim does not affect any statutory rights available under applicable law.
24. RETURN AUTHORIZATION
Customers must not return products without prior written approval from IMPERA.
If a physical return is required, IMPERA will provide:
Return Authorization
Return Instructions
Shipping Method
Applicable Return Address
Packages returned without authorization may be refused.
25. REVERSE PICKUP
Where available, IMPERA may arrange a reverse pickup through one of its logistics partners.
Reverse pickup availability depends on:
Delivery location
Courier serviceability
Product category
Operational feasibility
Reverse pickup cannot be guaranteed for every location.
26. SELF-SHIPPING
Where reverse pickup is unavailable, customers may be requested to self-ship the approved return.
Customers should:
Use protective packaging.
Securely seal the parcel.
Retain the courier receipt.
Share the tracking number after dispatch.
IMPERA may reimburse reasonable return shipping costs where the return has been approved and the issue is attributable to IMPERA.
27. RETURN PACKAGING REQUIREMENTS
Returned products should be packed securely to prevent additional transit damage.
Where possible, customers should include:
Original Product
Original Packaging
Product Box
Accessories (if applicable)
Invoice Copy
Return Authorization Details
Improper packaging that causes further damage may affect claim assessment.
28. RETURN ADDRESS
Products should only be returned to the address provided in the Return Authorization.
Customers should never ship products to the corporate office or any address obtained from previous correspondence unless expressly instructed.
The official return address may change based on warehouse location or logistics requirements.
29. CLAIM PROCESSING TIMELINE
While actual timelines may vary depending on complexity, IMPERA generally aims to:
Acknowledge claims within 1–2 business days.
Complete initial review within 3–5 business days after receiving complete information.
Notify customers of the outcome promptly after the investigation is complete.
Complex cases involving logistics providers or manufacturing partners may require additional time.
30. COMMUNICATION DURING THE PROCESS
Customers will be informed of significant updates through available communication channels, such as:
Phone
WhatsApp (where applicable)
Please ensure that your contact information is accurate and that you monitor your inbox, including spam or junk folders.
31. ESCALATION OF CLAIMS
If you believe your claim has not been handled appropriately, you may request a further review by contacting our customer support team with your claim reference number.
Where necessary, the matter may be escalated internally for an additional assessment.
32. HIGH-VALUE OR BULK ORDERS
Claims relating to high-value purchases, bulk orders, or multiple affected products may require enhanced verification.
IMPERA reserves the right to request additional documentation or evidence before approving such claims.
33. MARKETPLACE PURCHASES
If you purchased an IMPERA product through an authorized marketplace such as Amazon or Flipkart, you should first follow the return or claim procedure available on that marketplace, where applicable.
IMPERA may cooperate with the marketplace to verify and resolve eligible claims, but the final resolution process may also be subject to the marketplace's policies and timelines.
34. REPLACEMENT POLICY
Where an eligible claim has been approved by IMPERA, we will, at our sole discretion and subject to product availability, arrange for a replacement of the affected product.
Replacement is the primary remedy offered by IMPERA for verified cases involving:
Products damaged during transit;
Manufacturing defects;
Incorrect products shipped;
Missing items from an order;
Other issues determined by IMPERA to have occurred prior to delivery.
Replacement requests are subject to successful verification and compliance with this Policy.
35. REPLACEMENT PRODUCT
Where a replacement is approved, IMPERA will generally dispatch:
The same product;
The same shade or variant;
The same quantity originally ordered.
If the exact product is unavailable, discontinued, or out of stock, IMPERA may, after consulting the customer where appropriate:
Offer an equivalent product of equal or greater value;
Offer store credit (if introduced in the future);
Issue a refund instead of a replacement.
36. PRODUCT AVAILABILITY
Replacement products are subject to inventory availability.
If inventory is temporarily unavailable, IMPERA may:
Place the replacement request on hold until stock is replenished;
Offer an alternative equivalent product;
Process a refund.
Customers will be informed of the available options before any alternative resolution is finalized.
37. REPLACEMENT TIMELINE
After approval, IMPERA generally aims to dispatch replacement products within 3–7 business days, excluding Sundays, public holidays, and circumstances beyond our reasonable control.
Delivery timelines for replacement shipments may vary depending on:
Serviceable location;
Courier partner;
Weather conditions;
Government restrictions;
Force majeure events.
Estimated timelines are indicative only and do not constitute guaranteed delivery commitments.
38. SECOND REPLACEMENT REQUESTS
If a replacement product itself is received damaged, defective, or incorrect, the customer must report the issue within 48 hours of delivery in accordance with this Policy.
Each subsequent request will be independently investigated.
Repeated replacement requests relating to the same order may require enhanced verification before approval.
39. REFUND POLICY
Where IMPERA determines that a replacement cannot reasonably be provided, or where another remedy is more appropriate, an approved refund may be issued.
Refunds are provided only after successful verification of the claim and in accordance with this Policy.
Approval of a refund remains at the discretion of IMPERA, subject to applicable consumer protection laws.
40. REFUND METHODS
Approved refunds will generally be processed through the same payment method used to place the original order.
Depending on the payment method, refunds may be issued through:
Credit Card;
Debit Card;
UPI;
Net Banking;
Wallet;
Razorpay-supported payment methods;
Verified bank account (where required).
IMPERA does not issue refunds in cash.
41. PREPAID ORDER REFUNDS
For prepaid orders, approved refunds will be initiated to the original payment source wherever technically possible.
Customers are responsible for ensuring that payment details associated with their original transaction remain valid.
Processing times after initiation are determined by the respective payment provider or financial institution.
42. CASH ON DELIVERY (COD) REFUNDS
For eligible Cash on Delivery (COD) orders, refunds may be processed through electronic bank transfer or any other method reasonably determined by IMPERA.
Customers may be required to provide:
Account holder name;
Bank account number;
IFSC code;
Bank name;
Any other information reasonably necessary to process the refund.
Incorrect banking information supplied by the customer may result in delays.
43. REFUND PROCESSING TIMELINE
Once approved, IMPERA generally aims to initiate refunds within 5–7 business days.
However, the time required for the refunded amount to appear in the customer's account depends on:
Banks;
Payment gateways;
Credit card issuers;
UPI providers;
Financial institutions.
These timelines are outside IMPERA's direct control.
44. FAILED REFUNDS
In the event that a refund cannot be successfully processed due to:
Invalid banking details;
Closed accounts;
Technical payment failures;
Payment gateway errors;
Banking restrictions;
IMPERA may contact the customer to obtain updated information.
The refund will be reprocessed once the required information has been received and verified.
45. PARTIAL REFUNDS
Partial refunds may be issued where only part of an order is determined to be eligible.
Examples include:
One damaged product within a multi-item order;
One incorrect item in a bundle;
One missing product.
Only the verified eligible portion of the order will be refunded unless otherwise determined by IMPERA.
46. SHIPPING CHARGES
Shipping charges paid during the original purchase are generally non-refundable.
However, IMPERA may refund shipping charges where:
An incorrect product was shipped;
The order was damaged due to IMPERA's handling;
A refund results solely from an error attributable to IMPERA;
Applicable law requires otherwise.
47. CASH ON DELIVERY FEES
Where applicable, Cash on Delivery handling charges or convenience fees are generally non-refundable.
However, such fees may be refunded where the refund results directly from an error attributable to IMPERA or where required under applicable law.
48. TAXES
Any refund approved under this Policy shall include the applicable GST component originally paid by the customer for the eligible products, where required by law.
Tax treatment shall comply with applicable Indian tax regulations.
49. FREE GIFTS
Promotional gifts, complimentary items, or free samples provided without additional charge are not independently eligible for refund or replacement.
Where an order is refunded in full, IMPERA may require complimentary items received as part of the promotion to be returned if reasonably practicable.
50. COMBO OFFERS
Products purchased as part of:
Combo Offers;
Value Packs;
Bundled Products;
Gift Sets;
may require the return of the complete bundle where a full refund is requested.
If only one item within a bundle is affected, IMPERA may, depending on the circumstances:
Replace the affected item;
Issue a partial refund;
Offer another appropriate resolution.
51. BUY ONE GET ONE (BOGO) OFFERS
Where products are purchased under a Buy One Get One or similar promotional scheme:
Both products may need to be returned if a full refund is requested.
If only one product is eligible under this Policy, IMPERA reserves the right to adjust the refund amount proportionately or provide an alternative resolution.
52. DISCOUNTED PRODUCTS
Products purchased during promotional sales, seasonal campaigns, or with discount coupons remain eligible for replacement or refund only where they meet the eligibility requirements set out in this Policy.
Discounted pricing does not affect a customer's rights regarding verified damaged, defective, or incorrectly supplied products.
53. LOYALTY REWARDS
Where purchases involve loyalty points, reward credits, cashback, or promotional benefits:
Refunds may be adjusted to reflect redeemed benefits;
Reward points may be reversed where applicable;
Promotional credits may expire in accordance with their governing terms.
Future loyalty program rules shall operate alongside this Policy.
54. STORE CREDIT
At present, IMPERA generally does not issue store credit in place of refunds.
Should a store credit program be introduced in the future, its use will be governed by separate terms and conditions.
55. ORDER CANCELLATION BEFORE DISPATCH
Customers may request cancellation of an order before it has been packed or handed over to the logistics partner.
Cancellation requests are processed subject to operational feasibility.
If approved, the applicable refund will be initiated to the original payment method.
56. ORDER CANCELLATION AFTER DISPATCH
Once an order has been dispatched, it generally cannot be cancelled.
Customers must instead follow the procedures described in this Return, Replacement & Refund Policy where applicable.
Refusal to accept delivery does not automatically entitle the customer to a refund.
57. ADDRESS CHANGE REQUESTS
Customers should ensure that shipping information is accurate before placing an order.
Address modifications requested after dispatch may not be possible.
IMPERA shall not be responsible for delays or failed deliveries resulting from incorrect or incomplete shipping information provided by the customer.
58. DELIVERY FAILURE
If a shipment cannot be delivered due to reasons attributable to the customer, including but not limited to:
Incorrect address;
Incorrect phone number;
Repeated delivery failures;
Customer unavailable;
Refusal to cooperate with the courier;
IMPERA reserves the right to deduct reasonable shipping, handling, and return logistics costs from any eligible refund, where permitted by applicable law.
59. REFUSED DELIVERIES
Customers who intentionally refuse delivery without a legitimate reason may become ineligible for future Cash on Delivery purchases.
Repeated refusal of deliveries may result in account restrictions, cancellation of pending orders, or other reasonable preventive measures.
60. CUSTOMER SATISFACTION COMMITMENT
While this Policy establishes the standard rules governing returns, replacements, and refunds, IMPERA recognizes that exceptional situations may arise.
In appropriate circumstances and where considered fair and reasonable, IMPERA may, at its sole discretion and without creating any ongoing obligation or precedent, offer alternative resolutions that better serve the interests of both the customer and the Company.
Our objective is not merely to process claims, but to provide a transparent, fair, and customer-centric experience while maintaining the highest standards of product quality, hygiene, and operational integrity.
61. NON-RETURNABLE PRODUCTS
To protect the health, safety, and hygiene of all customers, certain products sold by IMPERA COSMETICS are strictly non-returnable once delivered, except where required by applicable law or where a verified manufacturing defect, transit damage, or fulfillment error exists.
The following categories are generally not eligible for return:
Opened cosmetic products
Used cosmetic products
Products with broken hygiene seals
Products showing signs of testing or swatching
Products altered after delivery
Products damaged due to improper storage or misuse
Products with missing original components caused after delivery
Products damaged through accidental handling by the customer
Complimentary samples
Free promotional gifts
Gift cards
Digital products or services (if introduced)
Clearance or final-sale products unless damaged, defective, or incorrectly supplied.
62. HYGIENE & CUSTOMER SAFETY
Cosmetic products are intended for direct application to the skin, lips, face, and eyes.
Once opened or used, a cosmetic product cannot ordinarily be resold or redistributed due to hygiene considerations.
Accordingly:
Products that have been opened after delivery cannot normally be returned.
Products intentionally tested or swatched by the customer are not eligible for return solely because the customer is dissatisfied with the shade, finish, fragrance, or texture.
IMPERA reserves the right to refuse the return of products where there is reasonable evidence that hygiene standards have been compromised.
These measures are implemented to protect all customers and maintain product integrity.
63. SHADE, COLOR & PRODUCT APPEARANCE
Product photographs displayed on the IMPERA website, marketplaces, and advertisements are intended to represent the products as accurately as possible.
However, minor differences may occur due to:
Mobile phone displays;
Computer monitor calibration;
Screen brightness;
Ambient lighting;
Photography conditions;
Manufacturing batch variations permitted within quality standards.
Such variations do not constitute product defects and are generally not eligible for replacement or refund.
Customers are encouraged to review shade descriptions and product information carefully before purchasing.
64. SKIN COMPATIBILITY & ALLERGIC REACTIONS
IMPERA products are formulated in accordance with applicable quality and safety standards.
However, individual skin types and sensitivities vary significantly.
Customers are encouraged to:
Read ingredient information carefully;
Perform a patch test where appropriate;
Discontinue use immediately if irritation occurs.
Except where caused by a verified manufacturing defect or otherwise required by applicable law, IMPERA cannot guarantee compatibility with every individual's skin and shall not be responsible for reactions arising from personal sensitivities or pre-existing medical conditions.
Nothing in this clause limits any statutory rights available under applicable law.
65. CUSTOMER MISUSE
Replacement or refund requests may be declined where damage results from:
Improper storage;
Exposure to excessive heat or moisture;
Negligence;
Accidental dropping;
Unauthorized repair or modification;
Improper handling;
Failure to follow product instructions;
Use after expiry;
Deliberate misuse.
Customers are responsible for handling and storing products appropriately after delivery.
66. FRAUD PREVENTION
IMPERA maintains systems designed to detect fraudulent, abusive, or misleading claims.
To protect genuine customers, IMPERA reserves the right to verify:
Customer identity;
Delivery records;
Shipping information;
Photographic evidence;
Order history;
Device or account activity where reasonably necessary.
Fraud prevention measures are implemented solely for legitimate business and security purposes.
67. ABUSE OF RETURN POLICY
The following conduct may constitute abuse of this Policy:
Repeated unsupported claims;
Submission of manipulated or edited photographs or videos;
Returning different products than those supplied;
Returning counterfeit products;
Providing false information;
Intentionally damaging products;
Attempting to obtain multiple refunds for the same order;
Coordinating fraudulent claims.
Where IMPERA reasonably concludes that this Policy is being misused, we may:
Reject the claim;
Restrict Cash on Delivery eligibility;
Suspend or terminate customer accounts;
Decline future orders;
Take appropriate legal action where necessary.
68. CHARGEBACKS & PAYMENT DISPUTES
Customers are encouraged to contact IMPERA before initiating any chargeback or payment dispute with their bank or payment provider.
Where a chargeback is initiated, IMPERA reserves the right to provide relevant order records, shipping confirmations, communication history, and other evidence to the financial institution for the purpose of resolving the dispute.
If a chargeback is found to be fraudulent or unjustified, IMPERA reserves the right to recover any associated losses in accordance with applicable law.
69. MARKETPLACE PURCHASES
Products purchased through authorized third-party marketplaces, including Amazon and Flipkart, may also be subject to the policies of those platforms.
Where marketplace rules conflict with this Policy, the applicable marketplace requirements may govern certain aspects of the transaction.
Customers should also consult the relevant marketplace policies before submitting a claim.
70. FUTURE INTERNATIONAL ORDERS
IMPERA currently focuses on serving customers within India.
If international shipping is introduced in the future:
Country-specific consumer protection laws may apply;
Customs duties, taxes, and import regulations shall remain the responsibility of the customer unless otherwise specified;
Additional return conditions may apply depending on the destination country.
Separate international return terms may be published when international sales commence.
71. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, IMPERA shall not be liable for any indirect, incidental, consequential, exemplary, punitive, or special damages arising out of or relating to:
Product use;
Delay in delivery;
Loss of business;
Loss of profits;
Loss of opportunity;
Emotional distress;
Third-party actions;
Events beyond our reasonable control.
Nothing in this Policy excludes or limits liability where such exclusion is prohibited by applicable law.
72. FORCE MAJEURE
IMPERA shall not be responsible for delays or failure to perform obligations arising from events beyond its reasonable control, including but not limited to:
Natural disasters;
Floods;
Earthquakes;
Fire;
Pandemic or epidemic;
Government restrictions;
War;
Civil unrest;
Labor disputes;
Transportation disruptions;
Power failures;
Cybersecurity incidents affecting critical infrastructure.
Performance of affected obligations shall be suspended for the duration of the force majeure event.
73. CONSUMER RIGHTS
Nothing contained in this Policy is intended to exclude, restrict, or waive any non-waivable rights available to consumers under applicable Indian law.
Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of the inconsistency.
74. GOVERNING LAW & JURISDICTION
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of India.
Subject to applicable consumer protection legislation, courts having jurisdiction over Delhi, India, shall have exclusive jurisdiction over disputes arising from or relating to this Policy.
75. POLICY MODIFICATIONS
IMPERA may revise, amend, or update this Return, Replacement & Refund Policy from time to time to reflect:
Changes in applicable law;
Operational improvements;
New products or services;
Business requirements;
Regulatory guidance.
The revised version will become effective upon publication on the official IMPERA website unless otherwise stated.
Customers are encouraged to review this Policy periodically.
76. SEVERABILITY
If any provision of this Policy is determined by a court or competent authority to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.
77. NO WAIVER
Failure by IMPERA to enforce any provision of this Policy shall not constitute a waiver of that provision or of any other rights available to the Company.
78. ENTIRE AGREEMENT
This Return, Replacement & Refund Policy, together with our Privacy Policy, Terms & Conditions, Shipping Policy, and any other applicable policies published on our website, constitutes the complete agreement between the customer and IMPERA regarding returns, replacements, and refunds.
79. GRIEVANCE REDRESSAL
IMPERA is committed to resolving customer concerns fairly, transparently, and promptly.
Customers who have questions, complaints, or grievances regarding this Policy or a claim may contact our customer support team using the details below.
If your concern remains unresolved, you may escalate the matter to our designated Grievance Officer in accordance with applicable law.
Grievance Officer
Apexline Marketing (IMPERA COSMETICS)
Email: support@imperacosmetics.com
Additional grievance contact details may be updated on our official website from time to time.
80. CONTACT US
If you have any questions regarding this Return, Replacement & Refund Policy or wish to submit a claim, please contact us:
IMPERA COSMETICS
Operated by Apexline Marketing
Website: https://imperacosmetics.com
Email: support@imperacosmetics.com
Phone: +91 98999 87909
Registered Office:
914, D Mall, Netaji Subhash Place,
Pitampura, Delhi – 110034, India
Business Hours:
Monday to Saturday
10:00 AM – 6:00 PM (IST)
