Return Policy

1. We pick up the product to be returned

Fill in the return form here .

We will register the courier pickup request for the product and you will be contacted by phone for parcel collection.

Please pack the product very well, preferably in the packaging in which the parcel arrived, so that it reaches us in perfect condition.

All that remains to be done is to hand the parcel over to the courier.

2. We check and test the product

After the product reaches us, it will be physically and functionally checked. The return process will then be finalized.

3. We refund the money to your bank account

After the return is finalized, we will make the payment to your bank account within 4 business days.

Return conditions

• The product must include all components and must be properly packed for transport.
• The product must be in perfect physical and functional condition in order to be resold.
• The return request can be registered within the first 15 calendar days from receiving the order.

Products that cannot be returned

Products with physical defects are not eligible for return, including but not limited to: signs of wear, impacts, cracks, chips, burnt or cracked components/parts, damaged, removed or modified warranty labels or seals, products used in improper conditions such as incorrect power supply voltage, exposure to major variations in temperature and pressure, mechanical shocks, incorrect handling, use for another purpose or under another regime than the one for which they were created, use in conditions of humidity, dust, toxic substances or under the action of chemical substances, incorrect settings and installations, sockets without grounding, penetration of liquids, metals or other substances inside the equipment, mechanical or plastic intervention on the products, or connecting/disconnecting certain components while the equipment is operating.

Consumable products are not eligible for return, including but not limited to: adhesives, compressed air sprays, isopropyl alcohol sprays, thermal paste, cleaning solutions, assembly tools such as screwdrivers, spatulas, cleaning brushes, tweezers, pliers and similar products.

Products that benefited from free shipping

Even for returns caused by customer-related reasons, we offer free return shipping for the products.

An exception applies when the initial shipping was free at the time of purchase, for example for orders over 299 RON. In such cases, the initial shipping cost will be deducted from the refunded amount, namely 15.9 RON, while the return shipping will be covered by us.

Example: for a returned order worth 300 RON, we will pick up the product free of charge, and the refunded amount will be 284.1 RON, namely 300 RON minus the initial shipping cost of 15.9 RON.

Products ordered incorrectly

If you accidentally ordered a product that is not suitable for your device, we can help you replace it with another product or refund the money paid for the product.

To have the product picked up, please fill in the product return form available here and specify whether you want the product to be replaced or the money refunded.

Frequently asked questions about returns

1. Does the product I return need to be accompanied by documents such as invoice, warranty certificate or courier receipt?

No. You can send us the product without the purchase documents. We will take care of the paperwork.

If you cannot find the purchase invoice and you no longer know the order number, contact us by phone at 0748 118 038 or by e-mail at suport@imisu.ro, and we will identify the order together in order to register the return.

2. What condition must the product be in in order to be returned?

The product you want to return must be in the same condition in which it reached you, so that it can be resold. It must show no signs of wear and, preferably, should be returned in its original packaging and accompanied by all accessories, including the instruction manual, where applicable.

3. How should I prepare the product for courier pickup?

Please pack the product very well so that it is not damaged during transport. It is important that it reaches us intact.

Please use bubble wrap for shock protection and the same packaging in which the product arrived, namely the outer cardboard box. If you no longer have it, you can replace it with another rigid cardboard box suitable for the size of the product.

4. How do I know when the product reaches you?

When we receive the parcel from you, we will notify you by phone or by e-mail. In general, parcels reach us on the next business day.

5. Will I receive the money paid for the initial shipping?

The amount paid for the initial shipping will not be refunded. Therefore, you will receive back the money paid for the product. However, the return shipping cost will be covered by us.

6. What happens if the returned product shows signs of use or was damaged due to improper packaging?

After we receive the parcel from you, we will check the condition of the product in order to put it back on sale. If it shows visible signs of use or has arrived damaged as a result of improper packaging, its resale value will automatically decrease or the product may no longer be saleable.

As a result, we may have to retain up to 20% of the product value or reject the return and send the product back to you in the condition in which it reached us.

From the beginning, we want to assure you that our intention is to refund the full value of the product. Therefore, please make sure that the product you want to return does not show signs of wear and that it is well protected throughout the transport from you to us. Bubble wrap is mandatory in order to fill empty spaces inside the box, especially for products that can break, bend or crack due to shocks, and the product must be placed in a rigid outer cardboard box.

Important: Do not send the product only in a plastic bag or bubble wrap. It must also be protected by a box.

7. What should I do if I received a product damaged during transport?

If you did not benefit from delivery with parcel inspection and you received a product damaged during transport, you are required to notify us of the transport damage on the same day you collected the parcel.

Send us an e-mail at suport@imisu.ro with the order identification details, together with photos of the damaged product and the box in which the product arrived. You must also keep the box and the inner packaging so that they can be used as proof.

Attention: We advise you not to accept a parcel from the courier if its packaging is damaged. Contact us and we will send you a new parcel.

8. When will I receive the money if I return a product by courier?

After we receive the parcel, the product will be checked, a process that will be finalized in approximately 2–3 business days. Immediately after the return is approved, the payment request will be sent to accounting and the money will be transferred to your bank account within 4 business days.

9. Can I send the product to you myself?

Yes. If it is more convenient for you to ship the product to us yourself, that is acceptable. In this case, you will pay the return shipping cost, and we will refund the initial shipping cost paid by you. The commitment to cover one of the shipping costs will also be respected in this case.

Please specify in the return request that you want to ship the product to us yourself.

Example: if you ordered a product worth 150 RON and paid 15.9 RON for shipping, and for the return you sent the product by courier and paid for shipping again, you will receive 165.9 RON in your account, namely the product value plus the initial shipping cost.

If the initial shipping was free, for example for orders over 299 RON, you will receive the entire amount paid for the product.

Return form and contact

Fill in the return form quickly here .

Do you have questions or need additional details?
Contact us by phone at 0748 118 038 or by e-mail at suport@imisu.ro, and we will be happy to assist you.