Refund policy
Return Policy
We offer a 15-day return period for eligible change-of-mind returns. If more than 15 days have passed since your purchase, unfortunately we are unable to offer a change-of-mind refund or exchange.
To be eligible for a change-of-mind return, your item must be:
- Unused and unopened
- In the same condition in which you received it
- In its original packaging
We do not accept change-of-mind returns for perishable goods such as food.
If your product has arrived damaged, defective or incorrect, please contact us at admin@indusvalley.au so we can assess the issue and advise you of the appropriate next steps.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Requesting a Return
All returns must be requested and approved by us before being sent back.
To request a return, please email admin@indusvalley.au with your order details and the reason for your return. If your return is approved, we will send you confirmation by email along with your return instructions and, where applicable, an Australia Post return label.
Please do not send products back without first receiving return confirmation from us.
How to Return an Approved Item
Once your return has been approved by email and you have received your Australia Post return label:
If you have access to a printer:
Print the return label, securely attach it to your packaged parcel and take it to any Australia Post office to lodge the return.
If you do not have access to a printer:
Download or save the return label to your phone and take it to an Australia Post office. Australia Post staff can scan the return label and print it for you. Attach the printed label to your packaged parcel and lodge the return at the post office.
Please ensure all returned products are securely packaged to prevent damage during transit.
We recommend retaining your Australia Post lodgement receipt and tracking details until your return and refund have been completed.
Refunds
Once your return has reached our warehouse, it will be inspected before a refund is approved.
We will notify you once we have received and inspected your returned item and advise you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 3 business days. Please note that your bank or payment provider may require additional time to process and display the refund in your account.
A refund will not be processed until the returned product has been received and inspected.
Late or Missing Refunds
If you have been notified that your refund has been processed but have not yet received it, please first check your bank account or original payment method.
You may also wish to contact your credit card provider or bank, as there can be additional processing time before a refund appears in your account.
If you have completed these steps and still have not received your refund, please contact us at admin@indusvalley.au.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or you have received an incorrect item, please contact us at admin@indusvalley.au with your order details and, where possible, photographs showing the issue.
We will review your request and advise you of the appropriate return, replacement or refund process.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, your rights and remedies under the Australian Consumer Law will apply.
Return Shipping
For approved change-of-mind returns, you are responsible for the cost of returning the item unless we confirm otherwise in writing.
For damaged, defective or incorrect items, return shipping arrangements will be confirmed with you by email as part of the return process.
Where we provide an Australia Post return label, please follow the return instructions supplied with your approval email.
Returns should not be sent to us without prior approval.
Undeliverable or Unclaimed Orders
If an order is returned to us because it is undeliverable, unclaimed, or an incorrect delivery address was provided:
- A redelivery fee will apply.
- The redelivery fee must be paid before the order is resent.
- Redelivery will be charged at our standard shipping rate.
Please ensure your delivery details are complete and correct when placing your order.