Returns & Refunds

Last updated: July 13, 2026

We want you to shop with confidence. If your order arrives damaged, defective, incorrect, or does not meet our return eligibility criteria, we're here to help. This policy explains the conditions governing returns, exchanges, refunds, and order cancellations for purchases made through IndyAlley.

Returns

Return Eligibility

  • The product arrives damaged, defective, or does not function as intended.
  • You receive the wrong product, size, colour, variant, or an incomplete order.
  • The product materially differs from its description, specifications, images, or quality standards shown on the product page.
  • Eligible food, cosmetic, or other perishable products are expired or do not meet the minimum shelf-life requirement at delivery.
  • The return request is submitted within the return window displayed on the product page.

Return Conditions

  • Products must be unused, unworn, unwashed, and returned in their original condition.
  • All original packaging, tags, labels, accessories, manuals, warranty cards, complimentary items, and invoices must be included.
  • The product must not show signs of misuse, alteration, or damage after delivery.
  • Proof of purchase is required.
  • For claims involving damage, defects, missing items, or incorrect products, a continuous unboxing video from the sealed package to the complete product reveal must be submitted within 24 hours of delivery.

Return Window

  • Return windows vary by product category and are displayed on each product page.
  • The return window begins on the date of delivery.
  • International returns are subject to return feasibility and the applicable return window.
  • Products marked as non-returnable cannot be returned unless they qualify under the Return Eligibility section.

Non-Returnable Products

  • Perishable food products.
  • Opened or used personal care, hygiene, and wellness products.
  • Customized, personalized, made-to-order, or altered products.
  • Digital products, downloadable content, gift cards, and prepaid vouchers.
  • Products sold as final sale, clearance, or otherwise marked non-returnable.

How to request a return

  • Log in to your IndyAlley account.
  • Go to My Orders and select the relevant order.
  • Choose the product and reason for return.
  • Upload supporting photographs or an unboxing video where applicable.
  • Submit your request for review by our Customer Support team.

Return Approval

  • Each request is reviewed against this policy.
  • If approved, you will receive a Return Authorization Number (RAN), return instructions, and where applicable, a prepaid return label.
  • If rejected, the reason for rejection will be communicated.

Return Shipping & Pickup

  • For products that are damaged, defective, or incorrectly delivered, return pickup will be arranged by IndyAlley at no additional cost, wherever available.
  • For other eligible returns, return shipping charges may apply.
  • Domestic returns may be shipped using our logistics partner or, where permitted, a courier of your choice.
  • International returns are subject to shipping feasibility and applicable shipping charges. Where available, prepaid return shipping labels may be provided for eligible returns.
  • We recommend using a trackable and insured shipping service for self-shipped returns.
  • If return shipping costs exceed the product value due to an error on IndyAlley's part, IndyAlley may, at its discretion, offer the refundable amount as store credit instead of requiring the product to be returned.

Return Inspection

  • Once your returned product is received, it will be inspected to verify that it complies with this Return Policy.
  • The returned product must match the information provided in your return request and satisfy the applicable return eligibility and condition requirements.
  • If the inspection is successful, the applicable exchange or refund will be processed.
  • If the returned product does not meet the requirements of this Return Policy, the return may be rejected and the product may be returned to the customer. Any applicable return shipping charges may be borne by the customer.

Exchanges

Exchange Eligibility

  • Wrong size, colour, or variant received.
  • Damaged or defective product.
  • Product materially different from the confirmed order.
  • Minor variations in handmade or artisan products are not considered defects unless materially different from the product description.

Exchange Process

  • Log in to your IndyAlley account and initiate a return request.
  • Select Exchange as the reason for your request.
  • Choose your preferred replacement size, colour, or variant, where applicable.
  • Once approved, the original product will be collected and the replacement product will be shipped, subject to availability.

Exchange Conditions

  • Exchanges are subject to the availability of the requested replacement product.
  • Any applicable price difference between the original and replacement product will be collected or refunded, as applicable.

  • Products must satisfy all return conditions.

Exchange Shipping

  • Exchange shipping is complimentary if the exchange is due to a damaged, defective, or incorrectly delivered product.
  • Shipping charges may apply for customer-requested exchanges.

Refunds

Refund Eligibility

  • Approved returns of products that are damaged, defective, incorrect, or materially different from their description
  • Orders cancelled before dispatch.
  • Failed or undelivered orders.
  • Pricing errors or overcharges where applicable.

Refund Processing

  • Refunds are initiated after inspection and approval where applicable.
  • Refunds are issued to the original payment method unless another available option is selected.
  • Eligible customers may choose store credit where offered.
  • Where applicable, shipping charges, customs duties, return shipping costs, and other permissible charges may be deducted from the refund amount in accordance with this Policy.

Refund Timelines

  • Refund processing begins once the refund has been approved and, where applicable, the returned product has been received and inspected.
  • The time taken for the refund to reflect in your account depends on your payment method, financial institution, and payment service provider.
  • International refunds may take longer due to banking processes and currency conversion.
  • You will receive a confirmation once your refund has been successfully initiated.

Refund Confirmation

  • A refund confirmation will be sent via email or SMS once your refund has been successfully initiated.
  • The confirmation will include the refund amount, payment method, and, where applicable, the expected credit timeline and refund reference number.
  • If you do not receive your refund within the expected timeframe, please check with your bank or payment service provider for any processing delays.
  • If you still require assistance, please contact our Customer Support team with your order number and refund details.

Order Cancellation

Cancellation Before Dispatch

  • Orders may be cancelled before dispatch through your IndyAlley account, subject to vendor confirmation.
  • Eligible refunds will be processed to the original payment method.
  • Vendor-specific processing charges disclosed at checkout may apply.

Cancellation After Dispatch

  • Orders generally cannot be cancelled after dispatch.
  • If eligible, you may refuse delivery or request a return under this policy.

How to Cancel an Order

  • Log in to your IndyAlley account and navigate to My Orders.
  • Select the order you wish to cancel.
  • Click Cancel Order, choose the reason for cancellation, and confirm your request.
  • Alternatively, you may contact our Customer Support team for assistance.

Cancellation by IndyAlley

  • Orders may be cancelled due to stock unavailability, pricing errors, unserviceable locations, suspected fraud, or Force Majeure events.
  • Where eligible, refunds will be processed in accordance with this policy.

Special Product Categories

  • Certain categories including food & perishable products, electronics, fashion, handmade & artisan products, personalized products, and pre-orders may have additional eligibility conditions.
  • Any category-specific return windows, exclusions, or conditions will be clearly displayed on the relevant product page.

Contact Us

If you have any questions about returns, refunds, cancellations, or your order, please contact us.