Return policy - Importer

Return Policy:

At Importer, we value customer satisfaction and strive to provide the best experience in import and shipping services.
Below is our return policy to ensure clarity and protect the rights of all parties:

1- No return requests will be accepted after the order has been confirmed and shipped to the main postal branch.
2- If a damaged parcel is received or there is an issue due to an error on our part, it must be reported within 48 hours of receiving the parcel, along with clear photos showing the issue.
3- This return policy does not apply to products ordered directly from the supplier without using the Importer system.
4- Returns or exchanges are not accepted for custom-made products or items prepared based on the client's specific request.
5- Importer is not responsible for returns related to personal preferences or buyer decisions (e.g., changed mind, no longer need the item, etc.).
6- If a return is approved, the refund will be issued as credit to the customer’s Importer account within 7 business days from the date of approval.
7- The customer is responsible for reverse shipping costs unless the return is due to an error from Importer.
8- Returned items must be in their original condition, unused, unopened, and with all original accessories (if applicable).

How to Request a Return:

- Submit a request through the contact form on the Academy website, including the order number and a description of the issue.
- Attach clear photos of the product or parcel in case of damage or discrepancy.
- Our support team will review the case within 2–3 business days and inform the customer of the outcome.

Importer reserves the right to modify the return policy at any time, with notice provided to customers via the website or email.