Refund policy
We want you to feel confident when shopping with Indie + Mae. If something is not right with your order, please contact us and we’ll do our best to help.
Effective Date: 20 July 2026
Returns at a glance
- Returns and exchanges are accepted within 30 days of purchase.
- Products must be unused, unopened and undamaged.
- All seals, labels and original packaging must be intact.
- Contact us at hello@indieandmae.com before returning an item.
- Please include your order number and reason for the return.
- Customers are responsible for change-of-mind return shipping costs.
- We will cover return shipping if an item is faulty, damaged or incorrect.
Change-of-mind returns and exchanges
You may return or exchange an item within 30 days of purchase if it is unused, unopened and undamaged.
The item must be returned in its original condition, with all seals, labels and packaging intact. For hygiene and safety reasons, we cannot accept opened or used personal-care products unless they are faulty or otherwise covered by the Consumer Guarantees Act 1993.
Items that cannot be returned
We do not accept change-of-mind returns for:
- Sale or clearance items
- Personalised or custom-made products
- Gift cards
- Products that have been opened, used or damaged after delivery
This does not affect your rights if an item is faulty, damaged, incorrect or does not meet the requirements of the Consumer Guarantees Act 1993.
Items that cannot be returned
We do not accept change-of-mind returns for:
- Sale or clearance items
- Personalised or custom-made products
- Gift cards
- Products that have been opened, used or damaged after delivery
This does not affect your rights if an item is faulty, damaged, incorrect or does not meet the requirements of the Consumer Guarantees Act 1993.
How to request a return
Before returning an item, please email hello@indieandmae.com with:
- Your order number
- The product you would like to return
- The reason for your return
- Photos of the item and packaging if it arrived faulty, damaged or incorrect
We will review your request and provide return instructions. Please do not send an item back before contacting us.
Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund has been approved.
Approved refunds will be issued to your original payment method. The time taken for the funds to appear in your account will depend on your bank or payment provider.
Original shipping costs are not refundable for change-of-mind returns.
Exchanges
To request an exchange, please follow the return process above and let us know which product you would prefer.
Once your return has been received and approved, we will arrange the replacement item. Any difference in price or additional shipping costs will be confirmed with you before the exchange is processed.
Return shipping costs
Customers are responsible for the cost of returning change-of-mind purchases.
If you receive an item that is faulty, damaged or incorrect, Indie + Mae will cover the reasonable cost of returning it.
We recommend using a tracked delivery service when returning an item, as we cannot take responsibility for parcels that are lost in transit.
Faulty, damaged or incorrect items
Please contact us as soon as possible if your order arrives faulty, damaged or incorrect. Where practical, please get in touch within seven days of delivery so we can investigate promptly.
Email hello@indieandmae.com with your order number, a description of the issue and clear photos of the product and packaging.
Depending on the circumstances and your rights under the Consumer Guarantees Act 1993, we will arrange an appropriate remedy, which may include a repair, replacement or refund.
Consumer guarantees
Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993.
Nothing in this returns and refunds policy limits or excludes any rights or remedies available to you under applicable consumer law.
Questions?
For help with a return, refund or exchange, please contact us at hello@indieandmae.com. We’re happy to guide you through the process.