Refund Policy
Last updated: January, 18, 2026
This Refund Policy explains how Imagi Factory handles returns, refunds, and exchanges. We aim to ensure a fair and transparent experience while maintaining the quality standards of our products and services.
Eligibility for Refunds
Refunds may be issued for products that arrive damaged, defective, or significantly different from what was described. Customers must notify us within a reasonable timeframe after receiving their order and provide any requested details or photos so we can assess the issue and determine the appropriate resolution.
Custom and Made‑to‑Order Items
Custom‑made products, personalized items, and made‑to‑specification orders are generally not eligible for refunds due to their unique nature. If a custom item arrives damaged or contains an error caused by us, we will work with the customer to provide a suitable solution, which may include a replacement or partial refund.
Return Conditions
If a return is approved, items must be unused, in their original condition, and returned with all included components or packaging. We reserve the right to deny refunds for items that show signs of use, wear, or damage not caused during shipping.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items.
Processing Time
Once a returned item is received and inspected, we will notify the customer of the approval or denial of the refund. Approved refunds are issued to the original payment method. Processing times may vary depending on the payment provider.
Non‑Refundable Situations
Refunds are not provided for:
• Change‑of‑mind purchases
• Incorrect addresses provided by the customer
• Delays caused by carriers or customs
• Items damaged due to misuse or improper handling
Contact Information
For questions or assistance regarding refunds or returns, customers may contact us at:
Imagi Factory
Email: imagitoyfactory@gmail.com
Location: Toronto, Canada