Indulge Home Returns Policy

At your request of a return or exchange service, you must file an after-sales request for a return and refund within 30 days from the delivery date of your order. Failure to file within this period means you are no longer entitled to the return policy.

After submitting your after-sales request, include photographic or video evidence for Indulge Home Customer Service to assess and determine how to handle your request.

 

Out of Stock

In the event of an out-of-stock item, our customer service team will promptly connect with you. Their inquiry will focus on whether you would prefer to wait for the item to be replenished or select a substitute product. Furthermore, cancellation of your order with a complete reimbursement is also an option.

 

Suppliers failing to abide by their promises regarding restocking and order dispatch time

The supplier informs that the product you requested is currently unavailable but assures you of a similar substitute arriving soon. Upon receiving an estimated delivery time, you consent to postpone your order until restocked. If the supplier fails to comply with the agreed time frame and your order remains pending, you reserve the right to terminate the deal and receive a complete reimbursement.

 

Receiving the Wrong product

In order to verify if you have received the incorrect item, it is necessary that you forward us visual evidence such as photos or videos.

In case you do not intend to keep the product purchased, the supplier shall provide you with a shipping label for the return of the item. As soon as the supplier retrieves the merchandise, they will dispatch the precise product that you had initially requested.

In case you happen to receive the wrong product, fret not for you can still claim a complete reimbursement. Just send back the product to the supplier in excellent condition, and they will take care of the cost of shipping as well as issue a full refund.

 

Partial items sent out

In the unfortunate event that you receive a parcel containing incomplete products, it is advisable to provide photographic or video evidence as proof and promptly notify the supplier. You may request for the missing items to be sent to you or opt for a refund.

Our supplier is willing to provide you with a partial refund based on the products you received, should you choose to keep them.

The supplier assumes responsibility for shipping costs related to returning a product in good condition for a full refund.

 

Payment problems

Reach out to our customer service team immediately if you notice any mistaken charges on your order. Our team will gladly provide a refund for any incorrect charges on your account.

 

Incorrect delivery address

In the event of an incorrect address being provided during the ordering process, it is vital that you promptly get in touch with the supplier to rectify and update the delivery address.

If the delivery address provided is incorrect and leads to the loss of a product during transit, you may request the supplier to resend the product to the correct delivery address. However, the cost of re-shipping the product will be levied on you.

Should the product be returned to our supplier's warehouse due to an incorrect delivery address logistics, you have the option to have the product delivered to your correct address. However, do take note that you will be accountable for the shipping expenses.

 

Shipping label created but not updated

Upon receipt of your supplier's notification regarding the shipment of your order and provision of the logistics tracking number, it has been observed that the official logistics website does not reflect any updates on the status of the shipment.

In the event that the shipping status indicating the logistics company's receipt of the shipment has not been refreshed for a duration exceeding 72 hours subsequent to the tracking data becoming available on the logistics firm's website prior to dispatch, you have the option of instigating an entire refund claim.

Please note that this provision will not apply in instances of special occasions or periods, including but not limited to Black Friday, Christmas, COVID-19, and snowstorms. For returns and refund policies during such periods, we will have separate terms and conditions in place.

 

Shipped but not received

In case you do not receive your product even after 14 days of shipping time, you have the option to request an after-sales return and refund service from us. You can choose to get a full refund or a reshipment of the product from our supplier. Simply contact us to avail this service.

 

Logistics timeout

In case the delivery takes more than 14 days, except during specific occasions like Black Friday, Christmas, COVID-19 or snowy weather conditions, and if you haven't received your package (ensure to verify the logistics website for any non-delivery updates), you are eligible for a complete refund by reaching out to us.

In case the product is delivered to you beyond the 14-day shipping duration, you have the option to return it in a decent condition and get a complete refund. The supplier bears the overhead costs of returning the product.

 

Products with quality issues

If you come across a defect in the product that you ordered once your parcel arrives, do not hesitate to reach out to us. All you have to do is send us photographic or video evidence to support your claim and request for after-sales service.

Should you find yourself in such a scenario, simply request a refund and our courteous customer support team will issue a complete reimbursement following confirmation of the legitimacy of the matter.

If the situation is genuine, our customer service will be happy to send you a new replacement product once it has been verified by them.

 

Broken products

To claim after-sales service for a damaged product, you must provide evidence of the damage such as photos or videos within 5 days of receiving the parcel. Submitting an after-sales request is also required. Our supplier will either provide a replacement or a complete refund.

In case of any queries, feel free to reach out to us via our customer service email address - Support@IndulgeHome.net, and rest assured that we will provide a resolution within the next 24 hours.