Returns and refunds

We take great pride in the quality of our products, and we hope you love them as much as we do!

Our returns process is simple and laid out clearly below. However, if you have any questions left unanswered, you can contact us.

Please ensure that any products you are attempting to return were bought from our online dispensary. Items bought in-person should be returned directly to our clinic or dispensary.

Hong Kong returns policy

Change your mind? No problem.

Unopened supplements can always be returned or exchanged, as long as they don't require refrigeration and are in their original condition. However, these items must be returned within 35 days of the dispatch date.

Other items, such as ionizers; dust mite controllers; juicers; skincare and hair products; mattress and duvet protectors; shower, water and air filters; may also be returned as long as they are unopened. Once open these items are non-refundable due to hygiene reasons.

Please note that temperature-sensitive items cannot be exchanged or returned, unless they have been damaged during transit.

International returns policy

International orders are non-refundable, unless undelivered, lost or damaged. Please be certain of your purchase before buying. For advice on what to buy, click here.

If your items bounce at customs, we will refund you the cost of your items, however your shipping fees are non-refundable.

Return process

Please contact online-orders@imi.com.hk with the following details:

  • Your order number
  • The consignment number (displayed on the outside of the delivery box)
  • The item being returned
  • Reason for return
  • Photographs of any damage (if applicable)

Once we have received your email, we will send you a pre-approval for return.

Please do not return items which have not been requested.

We will provide our warehouse address once you receive approval for your return.

We recommend using a recorded delivery service, as we are not responsible for items which don't make it back to us.

Lost or damaged parcel?

We take great care in order to ensure your items reach you in good condition. However, if your items are either lost or damaged, please contact us or call us on (852) 2549 5591.

Please report missing or damaged parcels within 40 days of the dispatch date.