Customized items (recolored, fully custom, or made from photos you upload, including gift sets) go into production once paid and can’t be cancelled.
Unpaid bank-transfer orders can be cancelled in your account; they are also cancelled automatically after the payment deadline.
Orders with in-stock items only can be cancelled in your account before the seller accepts (prepares to ship) them; ImagineMates refunds anything you’ve paid.
If a seller asks to delay shipping, you can choose to cancel the delayed items that haven’t started production (we’ll email you).
7-day cooling-off period
Under Article 19 of Taiwan’s Consumer Protection Act and the rules on reasonable exceptions to the right of withdrawal, items made to your specified text, icons, colors and size, and items made from photos you upload, are customized goods and are excluded from the 7-day cooling-off period. Please check the preview and summary before ordering.
In-stock items (already printed) are covered by the 7-day cooling-off period; see “Returning in-stock items” below.
3D-print texture and quality checks
3D printing builds objects layer by layer, so surfaces show fine layer lines. This is a normal feature of 3D printing, not a defect.
Every ImagineMates item is quality-checked before shipping and only ships once we’re satisfied it’s at its best. See the printing notes in the Terms of Sale for what counts as normal and what counts as a defect.
Defects
If an item arrives with print defects, damage or doesn’t match the design you confirmed, contact support with photos (the whole item and the defect) within 7 days of receipt.
Once confirmed, we’ll reprint and ship it or refund you. ImagineMates covers shipping, and you don’t need to send the item back.
Returning in-stock items
You can return in-stock items within 7 days of receipt: contact support first, and we’ll give you a return method and cover return shipping.
Returned items must be complete (including accessories and packaging). The cooling-off period isn’t a trial period, so please don’t use the item in a way that prevents resale.
Once we receive and check the return, we refund the full amount, including the shipping you paid.
In-stock items are refunded, not exchanged. To get a different design, return the item and place a new order.
How and when refunds are made
Refunds are processed within 7 business days after ImagineMates confirms them (cancellation accepted, defect confirmed, or return received).
Card payments are refunded through NewebPay; when the money reaches your account depends on your card issuer.
Bank-transfer and cash-on-delivery orders are refunded by bank transfer to an account you provide; support will confirm the details with you.
Uncollected cash-on-delivery parcels
Please collect cash-on-delivery parcels before the store’s holding period ends. After 3 uncollected parcels on one account, cash on delivery is no longer available.
