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Complaint and product return


All products from our range come to you with the option “review”. Please inspect your shipment in the presence of a courier! Discrepancies between the ordered and delivered goods will be eliminated only if the discrepancy between your order and the received goods is established at the time of receipt of the goods, in the presence of a courier, which is certified by a special protocol provided by the courier. Subsequent objections in this regard will be considered unfounded and will not be upheld.



Return of products will be accepted only if the products are returned in a saleable condition with the tags intact and in their original packaging, in an undamaged condition and subject to following terms:

Under the European Union’s Distance Selling Regulations, you have the right to cancel your order with us, in writing, from the time of ordering until 14 days after receipt of the items. In order for your request for return of product (s) to be granted, the withdrawal form must be completed and sent within 14 days from the date of delivery of your order, and the products must meet the conditions below. Within 14 days from the date of the stated desire to return the goods, you should send the same back to us, along with all documents accompanying the goods (receipt, invoice, etc.). Please return the goods to the following address: Sofia 1434, Sveta Maria Magdalena № 4, Imperium Est LTD.

We will happily refund unwanted items provided they are in a fully resaleable condition. If they are not returned in a fully resaleble condition or the packaging is damaged, we reserve the right to refuse a refund on the items.

We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you upfront, unless you received damaged merchandise.

Please do not return the cash-on-delivery shipment, as it will not be accepted. The refund is made only by bank transfer, after inspection of the shipment by us and in compliance with the conditions for returning the goods.

Please adhere to the following conditions when returning your purchased product:

– Item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner.

– Items purchased as part of a set or a multi-item pack must be returned as a whole set.

– Products such as damaged or incomplete packaging, with signs of wear or excessive use, products with scratches and other defects will not be accepted;

– Sealed goods that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection are not subject to return;

– In case the product was accompanied by a gift, then when returning the main product, you must return the gift. If the free gift isn’t returned, then we reserve the right to deduct the value of the free gift from your refund.


If you wish to cancel or return your order, please follow the steps below:

  1. Fill in the Withdrawal Form in your account (here) and send it through our website;
  2. Make sure that the product you want to return are not opened.
  3. Make sure that the product you want to return meets the following return conditions.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (except for cash on delivery). It may take a few days for the refund to be reflected in your account.



The consumer has the right to claim for any discrepancy of the goods with the agreed / ordered, when after delivery discrepancies are found between the ordered and delivered goods. Imperium Est Ltd. is not responsible for color differences due to natural differences in color reproduction from different monitor models.

You can file a complaint by e-mail, indicating the subject of the complaint, your preferred way to satisfy the complaint, respectively the amount claimed, a bank account to which the amount paid will be refunded, and address and contact phone number. For your convenience, please use the complaint form, which can be found here.

In order for the case to be resolved as soon as possible, please attach photo material from which the discrepancies indicated by you can be seen. When filing a complaint, it is mandatory to attach the documents on which the claim is based: a document certifying payment of the value of the product (issued by the courier upon receipt of the shipment, in case the goods are paid by cash on delivery); protocols, acts or other documents establishing the non-conformity of the goods or services with the agreed; other documents establishing the claim on the grounds and amount.

Please return the goods subject to a complaint to the following address: Sofia 1434, Sveta Maria Magdalena № 4, Imperium Est Online Store Please do not return the shipment with “Cash on Delivery” because it will not be accepted. The refund is made only by bank transfer, and provided that the claim is satisfied by us.

Within 1 month from filing the complaint and after reviewing the returned goods, we will send you by e-mail our opinion on the validity of your claim, and in case the goods subject to complaint are not returned to us, your request will not to be respected on that ground.

The transport costs for a courier for the return of goods, in case of a complaint, are paid by the consumer. In case of satisfaction of the complaint, Imperium Est reimburses the consumer for the transport costs he has incurred for sending the goods from the office of the courier company / post office to the above address of the Imperium Est Online Store, provided that the user is provided Imperium Est with proof of the costs incurred. In case the claim is not satisfied, the transport costs for sending the goods to the Imperium Est Online Store, as well as the costs for returning the goods back to the Customer, are at his expense.