Refund, Resend and Returns Policy

Please review the following policy carefully.

1. Order details

Once you have paid for the order, it will be produced as soon as possible. If you want to change certain parameters, your address, etc., please check whether such an option is available in your account. If you do want to modify or cancel your orders, please contact Indigo Thoughts Customer Service, we are not bounded to fulfill your request, but we will do our best on a case-by-case basis.

2. Order cancellation

For orders cancellation, Indigo Thoughts offers a full refund before products been processed by warehouses. But things may be different for following orders:

a. After payment, orders from the categories Create Your Own Design and Personalize Gifts for Your Loved Ones cannot be canceled as it is customized.

b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.

3. Orders not Received

Indigo Thoughts will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If you did not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Did not pick up in time.

f) Not a safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Indigo Thoughts takes no responsibility if products have been lost.

b.  Indigo Thoughts cannot offer a refund or resend an item if packages are destroyed by logistics companies.

4. Incorrect or Missing Products

Indigo Thoughts has a strict quality control process before products are dispatched. Indigo Thoughts will deal with incorrect or missing products as follows:

a. For incorrect products, Indigo Thoughts offers a full refund or replacement.

b. For products with the wrong color, size which doesn’t affect product function, etc., Indigo Thoughts offers a refund or replacement if you provide proof (photos, video) of the wrong size or color product.

c. For parts missing which doesn’t affect product function, Indigo Thoughts may refund partially or resend the missing part; for parts missing that affect product function, Indigo Thoughts will resend the product.

d. For accessories, Indigo Thoughts will resend the accessories.

Notes: If you have a size issue, Indigo Thoughts will appreciate it a lot if you could measure the product according to the correct measurement method and provide us the photos of the measurements. Then, our dispute team will deal with your problem quickly.

5. Product Damage

Indigo Thoughts offers a full refund or a replacement if products arrived are badly damaged.

Indigo Thoughts offers a partial refund or a replacement if products arrived partially damaged (except thread, slightly wrinkled, small scratches, etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, Indigo Thoughts cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary products, you shall complain or open a dispute within 3 days after packages are delivered.

d. For electronic products, you shall complain or open a dispute within 7 days after packages are delivered.

6. Shipping address

Before ordering from us, it is your responsibility to check and verify the full ability to receive the products. Correct address and postcode/zip code, telephone number are necessary to ensure the successful delivery of the products. All information required on the checkout page must be filled in precisely and accurately. Indigo Thoughts will not be responsible for failed delivery due to incorrect delivery address or phone number. Should you like to ask for a change in the delivery address or any other special requirements, please change it in your order account immediately or contact Indigo Thoughts Customer Service before the product is shipped.

Notes: Sometimes, the order had arrived at the nearest post office and it’s pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for you to contact the local post office or go to the post office for delivery.

7. Print files on the Create Your Own Design Category

We will do our best to produce the products according to your design. So, it is your responsibility to ensure the designs for production are high-quality. When you use the online design tool, the favor patterns, and full-bleed images are necessary. Any space that isn’t covered by your design will reflect the original fabric, that’s why patterns and full-bleed images usually turn out the best.

Please be aware that it is your responsibility to verify the quality of the content (including but not limited to misspelled words, grammatical errors, formatting, design, or overall appearance) before ordering a product. This refund policy does not apply to content, only to the physical product.

8. Actual product notices (Create Your Own Design Category)

The size data is measured on a flat tile surface. Due to the different measurement methods, the difference within 1-2 cm is normal. And the picture displayed is for reference only, the final product effect is subjected to the actual product itself. Due to objective factors such as different production batches, machinery, and equipment, there might be slight color, position, and size differences. The above differences are normal.

9. Warranty period

If you received a low-quality product, please contact Indigo Thoughts customer service within 10 days of receiving the product. Tell us about the details and provide relevant pictures and proof.

If you received the parcel with a missing item(s), please contact Indigo Thoughts customer service within 1 week. Tell us about the details and provide relevant pictures and proof.

10. Force Majeure

Indigo Thoughts takes no responsibility for any product damaged, or shipping delay caused by the act of good, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, storm, heavy snow, customs inspection.

11. Unacceptable Disputes

Indigo Thoughts shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. Products smell unusual.

c. The buyer ordered the wrong items or SKU.

d. The shipping address was provided incorrectly.

e. Product difference was negotiated in advance.

f. Tracking information deleted by logistics companies or local post offices.

12. Product Return and Refunds

a. Return

Products must be returned to Indigo Thoughts warehouses only.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

b. Refund

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@indigothoughts.com

Only regular-priced items may be refunded. Sale items cannot be refunded.

To complete your refund, we require a receipt or proof of purchase.

Indigo Thoughts always try to offer the best service. If you have any other questions, please feel free to contact us.