Refund policy

Refund & Return Policy

At IndulgeStore, your satisfaction and your privacy matter to us. Because we sell intimate, personal-care, and fragrance products, some items cannot be returned once opened for hygiene and health reasons. Please read this policy carefully before placing your order.

By placing an order on indulgestore.com, you agree to the terms below.

1. Return Window

You may request a return or exchange within 7 days of delivery, provided the item meets the eligibility conditions in Section 3.

Requests made after 7 days cannot be accepted.

2. Non-Returnable Items (Hygiene & Health)

For the health and safety of all customers, the following items are final sale and cannot be returned, exchanged, or refunded once the packaging is opened, the hygiene seal is broken, or the item has been used, worn, or tried on:

  • Lingerie, nightwear, and intimate apparel — once the sealed packaging is opened, tags are removed, or the item has been tried on or worn.
  • Perfumes, fragrances, and body sprays — once the seal, cellophane, or box is opened. (Courier regulations also restrict the return shipping of opened fragrances.)
  • Intimate and adult lifestyle products — once the seal or packaging is opened, for hygiene reasons.
  • Connection / conversation card sets — once the shrink-wrap or seal is opened.
  • Sale, clearance, bundle, and promotional items — these are final sale.
  • Gift cards and digital products.

If any of these items arrives damaged, defective, or is the wrong product, you are still fully covered see Section 4.

3. Eligible Returns

An item is eligible for return or exchange only if all of the following are true:

  • It is in its original, unopened, sealed condition with all tags, packaging, and free gifts intact.
  • The hygiene seal / shrink-wrap is unbroken.
  • It is not listed as non-returnable in Section 2.
  • Your request is made within 7 days of delivery.
  • You can provide the order number and proof of purchase.

We reserve the right to refuse any return that does not meet these conditions or shows signs of use.

4. Damaged, Defective, or Wrong Items

We stand behind every order. If your parcel arrives damaged, defective, incomplete, or contains the wrong item:

  • Report it within 48 hours of delivery.
  • Send us a clear unboxing photo or video showing the issue, along with your order number.

Once verified, we will arrange a free replacement or a full refund (including the shipping you paid), at your choice. You will not pay return shipping in these cases.

Tip: We strongly recommend recording a short unboxing video for all Cash-on-Delivery orders. It makes any claim fast and hassle-free.

5. How to Request a Return

  1. Email [support@indulgestore.com].
  2. Include your order number, the item(s) concerned, the reason, and photos/video if applicable.
  3. Our team will respond within 1–2 business days with approval and return instructions.

Please do not ship anything back before your return is approved unauthorised returns cannot be processed and will be returned to sender.

6. Return Shipping Costs

  • If the return is due to a damaged, defective, or wrong item, IndulgeStore covers all return shipping.
  • For all other approved returns (e.g. change of mind on an eligible, unopened item), the customer is responsible for return shipping costs, and original shipping charges are non-refundable.

We recommend using a trackable courier for returns. We cannot be responsible for items lost in return transit.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome within 2–3 business days.

If approved, your refund is issued as follows:

  • Card / online payment orders: refunded to your original payment method within 7–10 business days (processing time may vary by your bank).
  • Cash-on-Delivery (COD) orders: refunded via bank transfer, Easypaisa/JazzCash, or store credit, at your preference. We will request your account details securely after approval.

Please note:

  • Original shipping and COD/handling fees are non-refundable (except for damaged/defective/wrong items).
  • Store credit, where issued, does not expire and can be used on any future order.

8. Exchanges

We are happy to exchange an eligible, unopened item for a different size or variant, subject to stock availability. Start an exchange the same way as a return (Section 5). Exchange shipping may apply for change-of-preference requests.

9. Order Cancellations

You may cancel an order before it has been dispatched at no charge contact us as quickly as possible. Once an order has shipped, it can no longer be cancelled and follows this Refund & Return Policy instead.

Repeated refusal of Cash-on-Delivery parcels without a valid reason may result in COD being disabled for future orders.

10. Discreet & Confidential

Your privacy is central to how we operate. All shipments are sent in plain, discreet packaging with no product details on the outside, and all return correspondence is handled confidentially. How we handle your personal data is described in our Privacy Policy.

11. Contact Us

IndulgeStore Email: [support@indulgestore.com] Website: indulgestore.com