Returns & Refunds Policy

Last updated: January 20, 2026

At Indo Marketplace, we want you to be completely satisfied with your purchase. Our products are handcrafted with care by skilled artisans, and we stand behind their quality. If you're not happy with your order, we're here to help.

1. Return Policy Overview

We offer a 30-day return policy for most items. You have 30 days from the date of delivery to request a return for eligible items.

2. Eligibility for Returns

2.1 Items Eligible for Return

To be eligible for a return, items must be:

• Unused and in original condition
• In original packaging with all tags attached
• Returned within 30 days of delivery
• Not damaged through customer misuse

2.2 Non-Returnable Items

The following items cannot be returned:

• Customized or personalized items made to your specifications
• Final sale items marked as non-returnable
• Gift cards
• Items damaged by the customer (not due to manufacturing defects)
• Items without original packaging or tags
• Perishable goods (if applicable)

2.3 Handcrafted Item Considerations

Please note that our products are handcrafted by artisans. Minor variations in color, texture, size, and pattern are characteristic of handmade items and do not qualify as defects. These variations make each piece unique and are not grounds for return.

3. How to Initiate a Return

Step 1: Contact Us

Email us at support@indo-shop.com with:

• Your order number
• The item(s) you wish to return
• Reason for the return
• Photos of the item (if applicable)

Step 2: Receive Return Authorization

We will review your request and, if approved, provide you with:

• A Return Merchandise Authorization (RMA) number
• Return shipping instructions
• A prepaid return label (for defective items or our errors)

Important: Returns sent without an RMA number may not be accepted or processed.

Step 3: Ship the Item

Pack the item securely in its original packaging (if possible) and ship it to the address provided. We recommend using a tracked shipping service.

Step 4: Receive Your Refund

Once we receive and inspect your return, we will process your refund. You will receive an email confirmation when the refund is issued.

4. Refund Process

4.1 Refund Method

Refunds will be issued to your original payment method:

• Credit/Debit Cards: Refunded to the same card used for purchase
• PayPal: Refunded to your PayPal account
• Other Methods: Refunded to the original payment source

4.2 Refund Timeline

• Processing Time: 3-5 business days after we receive your return
• Bank Processing: Additional 5-10 business days for the refund to appear in your account

Total time from return receipt to refund appearance: approximately 2-3 weeks.

4.3 Refund Amount

Your refund will include:

• Full purchase price of the returned item(s)
• Original shipping costs (only if the return is due to our error or a defective item)

Deductions: Return shipping costs may be deducted from your refund unless the return is due to our error or a defective item.

4.4 Partial Refunds

We may issue partial refunds for:

• Items not in original condition or with missing parts
• Items returned more than 30 days after delivery (at our discretion)
• Items with signs of use or wear

5. Exchanges

We do not offer direct exchanges. If you would like a different item:

1. Return the original item following our return process
2. Place a new order for the desired item

This ensures you receive the new item as quickly as possible without waiting for the return to be processed.

6. Damaged or Defective Items

6.1 Items Damaged in Shipping

If your item arrives damaged due to shipping:

• Contact us within 48 hours of delivery
• Provide photos of the damaged item and packaging
• Keep all original packaging materials

We will arrange for a replacement or full refund, including original shipping costs. Return shipping will be provided at no cost to you.

6.2 Defective Items

If you receive an item with a manufacturing defect:

• Contact us within 30 days of delivery
• Describe the defect and provide photos

We will provide a prepaid return label and offer a replacement or full refund.

6.3 Wrong Item Received

If you receive the wrong item:

• Contact us immediately
• Do not open or use the item

We will arrange for the correct item to be shipped and provide a prepaid label to return the incorrect item.

7. Return Shipping Costs

7.1 Customer Responsibility

For returns due to change of mind or preference, the customer is responsible for return shipping costs.

7.2 Indo Marketplace Responsibility

We cover return shipping costs when the return is due to:

• Shipping damage (item arrived damaged)
• Manufacturing defects
• Wrong item shipped
• Item significantly not as described

8. International Returns

For international returns:

• Contact us before shipping to receive return instructions
• Customer is responsible for return shipping costs (unless due to our error)
• Customer is responsible for any customs duties or fees on the return shipment
• Refunds will be issued minus any applicable restocking fees
• Original customs duties and taxes paid are non-refundable

9. Cancellations

9.1 Before Shipping

Orders can be cancelled before they ship. Contact us as soon as possible atsupport@indo-shop.com. We will issue a full refund for cancelled orders.

9.2 After Shipping

Once an order has shipped, it cannot be cancelled. You may refuse delivery or follow our standard return process once you receive the item.

10. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account or card statement again
2. Contact your credit card company or bank (processing times vary)
3. If you still haven't received your refund, contact us at support@indo-shop.com

11. Sale Items

Items purchased on sale or with a discount code may have different return policies:

• Standard sale items follow our regular return policy
• Final sale or clearance items marked as "non-returnable" cannot be returned
• Refunds for sale items are based on the amount actually paid

12. Gift Returns

If you received an item as a gift:

• Contact us with the order number (if available) or your information
• We will issue a store credit for the value of the returned item
• The original purchaser will not be notified

13. Contact Us

For return inquiries or to start a return, contact us:

• Email: support@indo-shop.com
• Subject Line: Include "Return Request" and your order number
• Response Time: We respond to return requests within 1-2 business days