Refund policy
At Imagimags, we stand entirely behind the quality and craftsmanship of our magnetic building tiles. We want you and your children to be absolutely thrilled with your new sets. We know that open-ended play should be completely worry-free, which is why we’ve made our returns, exchanges, and piece-replacement process as straightforward and helpful as possible.
Whether you’ve had a change of heart or experienced a rare delivery mishap, we are here to support your family.
1. Change of Mind Returns (15-Day Window)
If you buy an Imagimags set and realise it’s not quite the right fit for your home, or if you accidentally purchased a duplicate gift, you are welcome to return it.
The Timeline: You have 15 days from the exact date your order was delivered to you, in which to request a return.
The Condition: To qualify for a full refund or store credit, the product must be completely unopened, unused, and in its original, sealed factory packaging. We cannot accept returns for sets where the shrink-wrap has been broken open.
Shipping Costs: For change-of-mind returns, the cost of return courier shipping to our local hub is the responsibility of the customer.
How to Initiate: Simply drop a quick email to our support team at info@imagimags.my, with your order number, and we will send you the details regarding the returns process.
2. Immediate Defect & Damage Protection
We take immense pride in the strength and sonic-welded safety of our magnetic tiles. However, in the highly unlikely event that you discover a structurally defective piece inside your box, you are completely protected.
Cosmetic Box Damage: Minor dings, dents, or scratches to the outer box can happen during courier transit. If the tiles inside are perfectly intact and safe to use, we do not offer replacements or refunds for cosmetic packaging wear.
Damaged or Defective Tiles: In the highly unlikely event that a specific magnetic tile arrives cracked, structurally damaged, or has a manufacturing flaw, we will replace only that specific piece at zero extra cost to you. To qualify for a free replacement, any out-of-the-box defects must be reported to our team within 24 hours of delivery.
No Stress Process: You do not need to pack up and return the entire box. Simply take a clear photo of the individual damaged tile and email it to our team. Once verified, we will courier a brand new replacement piece straight out to you so the play can continue safely.
3. Refunds & Processing Times
Once your return package arrives safely back at our local fulfillment hub, our team will inspect it to ensure it is unopened and in resaleable condition.
Approval: We will send you an email confirmation as soon as your return is approved.
Refund Method: You can choose between a full refund back to your bank account or an Imagimags Store Credit if you'd prefer to purchase a set in the future.
Timeline: Approved refunds are processed within 5 business days. Please note that depending on your bank, it may take a few additional working days for the funds to reflect in your account.
4. Queries
If you have a unique situation, a question about an order, or just need clarity on a specific piece, please don't hesitate to reach out. We are a family business, and ensuring your children can play safely and happily is our highest priority.
Email Us: info@imagimags.my
Whatsapp Us: 017 429 0634