Cancellations and returns

For standard catalogue goods bought online as a consumer, you may cancel before delivery or tell us you wish to cancel within 14 days after receiving your order. You then have a further 14 days to send the goods back.

Email contact@thenimagine.co.uk with your order number and the items you wish to return. A clear statement that you wish to cancel is sufficient.

Personalised and bespoke orders

The change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised. Making a standard catalogue item after you order does not, by itself, make it exempt. Any bespoke exception will be explained before you order.

Faulty, damaged or incorrect goods

Please contact us promptly so we can arrange an appropriate remedy and cover reasonable return costs. Photos can help us resolve damage in transit, but your statutory rights do not depend on reporting a fault within seven days. These rights also apply to personalised and bespoke goods.

Business orders

Consumer change-of-mind rights do not apply to purchases made for business purposes. Please contact us about business returns; the agreed contract terms and applicable legal rights apply.

How to return an item

Contact us before arranging a courier so we can help with safe transport. This does not replace or restrict your right to give notice of cancellation.

Returns address
Then Imagine
Unit 9, Lake Farm
Draycot Cern
Chippenham
SN15 4SQ
United Kingdom

Return costs and packaging

For change-of-mind returns, you pay the direct return transport cost where this was disclosed before purchase. Pack the item securely and retain proof of dispatch. Original packaging is helpful but is not a condition of your statutory rights.

Large or fragile items may need a specialist courier. Contact us for a collection quotation before booking; any charge will be agreed in advance. We do not apply a fixed £35 collection fee to every item. Faulty or incorrectly supplied goods are handled at our expense.

Refunds

For an eligible cancellation, we refund the goods and the standard outbound delivery cost. Any upgrade above standard delivery is not refundable. Refunds use the original payment method, normally within 14 days of receiving the goods or evidence of their return, whichever is earlier. We may deduct for diminished value caused by handling beyond what is necessary to inspect the goods.

Nothing in this policy limits your statutory rights.