Refunds and returns
This policy applies to products purchased through the IMRG Thames Valley online shop. It does not affect your statutory rights.
Changing your mind
If you purchase an item online, you normally have the right to cancel without giving a reason. Tell us within 14 days beginning the day after you receive the order. You then have a further 14 days to return the products.
To request a return, contact us using the details below and provide your name, order number and the product being returned. Please wait for the returns instructions before sending anything.
Condition of returned products
You may inspect or try on an item as you would in a physical shop. Returned clothing should be unworn other than being tried on, unwashed, free from marks, odours, pet hair or other damage, and returned with its labels and tags attached. Please include the original packaging where reasonably possible.
We may make a reasonable deduction if an item has been handled beyond what is necessary to establish its nature, characteristics and fit, and its value has consequently been reduced.
Wrong size or colour
If you ordered the wrong size or colour, you may return it under the change-of-mind procedure. Exchanges are subject to availability. If an exchange is unavailable, we will issue the applicable refund and you may place a new order.
Return postage
Unless a product is faulty, damaged, incorrectly supplied or not as described, you are responsible for the return cost. We recommend a tracked service and that you retain proof of postage.
Refunds
For a valid cancellation, we will refund the returned product price and, where the entire order is cancelled, the cost of our least expensive standard delivery option. Any additional cost for an enhanced delivery service is not refundable.
Refunds are made to the original payment method. We may wait until we receive the goods or satisfactory evidence of their return. We will normally process the refund within 14 days after that point; your payment provider may require additional processing time.
Faulty, damaged or incorrect products
Products must be of satisfactory quality, fit for purpose and as described. Contact us promptly if an item is faulty, damaged, incorrectly supplied or materially different from its description. Depending on the circumstances and your statutory rights, the remedy may be a refund, replacement or repair. We will cover reasonable return costs where goods are validly rejected as faulty or incorrectly supplied.
Damage caused by misuse, accidental damage, normal wear and tear, failure to follow care instructions or an unauthorised repair will not normally be treated as an inherent fault.
Personalised and hygiene-sensitive products
The change-of-mind right may not apply to products made to your specifications, clearly personalised products, or sealed products unsuitable for return for health protection or hygiene reasons once unsealed. This does not remove your rights if an item is faulty, damaged, incorrectly supplied or not as described.
Sale and end-of-line products
Sale, discounted and end-of-line products have the same statutory rights as full-price products. If an item was clearly sold with a specific disclosed defect, you cannot claim a remedy solely because of that disclosed defect.
UK orders
We currently accept orders for delivery within the United Kingdom only.
Contact and returns address
Rideworx Limited
Trading as IMRG.TV
Company number: 09893552
Email: [email protected]
Unit 1 125 Reading Road
Wokingham
Berkshire
RG41 1HD
Your statutory rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable UK consumer legislation.