Refund policy

Return Policy

Not all our products will be a perfect match for you or your loved one, everyone’s needs are different! If you’re looking to return or exchange your items, we’re here to help.

Returns and Exchanges

You have 60 days to return Idem products.*
You can choose to exchange the item or receive a refund to your original payment method.

  • Exchanges: No restocking fee applies. Your replacement product will be shipped once we receive your return.

  • Refunds: A 5% restocking fee will be deducted. Please note that you must cover the return shipping cost.

How to Start a Return or Exchange

  1. Make sure your items meet all return conditions:

    • In perfect resell condition

    • In original packaging

    • Includes all accessories that came with the item

  2. Log in to our returns portal using the email address you used at the time of purchase.

  3. Once your return is authorized, we’ll confirm the timeframe and full procedure. Most products must be sent back within 60 days.

If items do not meet our return conditions, we cannot approve your return. You may choose to have the item returned to you at your expense, or it will be donated to a non-profit organization.

Defective Products & Warranties

Defective products will be replaced, not refunded.

Items received damaged or defective:
You have 7 days from the delivery date to report any damage, defect (including those that occurred during delivery), or missing parts/accessories. Please contact us within this period so we can resolve the issue.

Claims for items damaged or defective during delivery cannot be processed for orders delivered more than 7 days ago.