What is your return policy?
Imaginaire wants all its clients to be satisfied. Therefore, all eligible items in new and original condition can be returned in the 15 days following the purchase, whether they were bought online or in-store. Returns can be done through mail or in any of our stores, no matter how or where they were bought.
For in-store* returns, the receipt will be required.
If you return your items by mail*, you will also need to join the order receipt or, if need be, the billing information of your order, which means your order number, your name and your phone number. Please be aware that you will have to assume the shipping fees for the return as well as the loss and damage risks of the package. Also know that you can not return items removed from their original packaging or that have been used. Returned items must be in new and original condition.
*The refund will be made using the same payment method as used for the purchase, except for debit payments (in-store only) that will be refund in cash.
To know more about our return policy regarding costumes, please refer to the "Costumes refund and exchange policy" section below.
Returns by mail must be sent to the following address :
IMAGINAIRE - RETOUR DE COMMANDE
2740 boulevard Laurier, 3e étage
Québec, QC, G1V 4P7
If you benefited from a free shipping promotion and, after a return, you do not fill the required conditions for this promotion anymore, we will have to charge you the shipping fees that you did not pay previously. Those fees will be deducted from the returned item refund or charged to you separately, depending on the chosen payment method.
If you receive a damaged or dysfunctional item, you have up to 7 days after your package delivery to let us know. Send us an email at [email protected] with your order information and pictures of the broken item(s). We will recontact you as soon as possible to find a way to make it up to you. We will take the entire responsibility for this issue and will assume the shipping fees if necessary.
Costumes return and exchange policy
If you wish to return a costume, you can return it and ask for an exchange or a refund. Make sure that all the costume pieces are included in the parcel. You have up to 3 days after your package delivery to return your costume if necessary. Please be aware that you will need to assume the return fees as well as the loss and damage risks of the package. Of course, returned items must be in new and original condition (not worn nor washed).
- Contact lenses, wigs, beards and mustaches, masks, hats, domino masks, gloves, socks, half-slips, makeup and makeup items are not refundable nor exchangeable for hygiene purposes.
- Other accessories, such as weapons and prosthesis, can be returned if they are still in their original packaging.