Refund policy

Returns:

  1. We do not accept return requests for items that have been delivered without any damages or defects.

  2. If you wish to return a delivered product in mint condition, the responsibility of returning the product to Indy Treats for a refund or replacement rests with the customer.

Replacements:

  1. If your product has a genuine quality or manufacturing defect, we offer a full refund or replacement. To initiate this process, provide us with photos and videos of the package and its contents.

  2. While we take utmost care in packaging your order, there may be rare instances of shipping damage. If this occurs, contact us at hello@indytreats.com, and our customer support team will promptly replace your order.

Conditions eligible for replacements include:

  • Water damage to the packaging
  • Tampered or opened seal of the tin
  • Broken tin or torn pouch

Cancellations:

  1. For cancellations made before dispatch, you will receive a 100% refund. Our customer care team will investigate the matter and respond within 24-48 hours.

  2. If you need to cancel your order after dispatch, please refrain from accepting the delivery. Once our delivery partner updates the shipment status as "RTO (Return to Origin) initiated," we will process the refund within 5 to 7 business days, deducting a 10% transactional fee.

General Conditions for Returns, Replacements, and Cancellations:

  • Upon receiving your package, carefully inspect the products and report any concerns immediately to hello@indytreats.com.

  • Products returned without their original packaging, opened mixes, or products that have hardened due to improper handling are not eligible for refunds or replacements.

  • Any complaints related to products, shipping, or packaging must be made within 24 hours of receiving the product, accompanied by photos and videos of the received package.

  • Providing an unboxing video of the package, along with the order number and total weight in the top right corner, can expedite our resolution process.

What to Do If Your Package or Product Is Delivered with Damage:

If your product meets the conditions mentioned below, please follow these steps:

  1. Email us at hello@indytreats.com within 24 hours of receiving the damaged product.
  2. Create a detailed video of unboxing the package to show how it was delivered.
  3. Capture clear pictures of the damage.
  4. We will promptly respond and resolve the issue for you.

What to Do If Your Product Is Missing or Incorrect:

If your order has missing or incorrect items that meet the criteria below, please follow these steps:

  1. Share the unboxing video and pictures via email with us at hello@indytreats.com within 24 hours of receiving the package.
  2. Ensure that the order number and the total weight written on the top right corner of the box are visible.
  3. We will respond and resolve the issue for you.

Note: We weigh each box and label it for accurate product quantities and sizes. While it's rare for products to be missing, if it happens, please follow the above steps to assist us in serving you better.

What to Do If You Have an Issue with Product Quality:

If you believe the product's quality does not meet our brand standards, contact us at hello@indytreats.com. We will reevaluate the batch sample to provide you with an update.

What to Do If Your Product Hardens:

Our products are 100% plant-based and may harden over time due to moisture absorption, especially if neglected for more than two weeks. Read our storage guidelines to prevent hardening. No returns will be accepted for products that have hardened due to negligence or improper storage.

How to Cancel Your Order:

To cancel an order, please do so within 24 hours of placing the order.

  • If your order has not been shipped yet, contact our customer support team at hello@indytreats.com. We will cancel the order, and you will receive a refund within 5-7 business days after the cancellation request.

  • If you cancel an order that has already been dispatched, do not accept the delivery. Once our delivery partner initiates the "RTO (Return to Origin)" status, we will process the refund within 5-7 business days, deducting a 10% transaction fee.