Política de reembolso
Last Updated: July 2026
Customer Satisfaction
At Indigo Naturalis Online Store, your satisfaction is important to us.
We carefully inspect every order before shipment and are committed to delivering products in excellent condition. Because our products are health-related and intended for personal use, certain return restrictions are necessary to protect product safety, quality, and the well-being of all customers.
If you ever experience an issue with your order, please don't hesitate to contact us. We are committed to resolving problems promptly, fairly, and with care.
Returns
Due to the nature of our products, we are generally unable to accept returns or exchanges once an order has been delivered.
However, we will gladly assist you if:
- You received the wrong item.
- Your order arrived damaged during shipping.
- The product has a manufacturing defect.
Please contact us within 5 days of receiving your order at:
info@indigonaturalisonlinestore.com
To help us process your request as quickly as possible, please include:
- Your order number
- A brief description of the issue
- Photos of the product
- Photos of the packaging (if applicable)
Refunds & Replacements
Once we have reviewed your request, we will determine the most appropriate solution.
If your claim is approved, we will, at our discretion:
- Send a replacement product, or
- Issue a full refund to your original payment method.
Refunds are processed as quickly as possible. Please note that it may take several business days for your bank or credit card provider to complete the transaction.
Non-Returnable Situations
To ensure the safety and quality of our products for all customers, we are unable to offer refunds or exchanges in the following situations:
- The product has been opened or used.
- The return is requested for personal preference or a change of mind.
- The customer ordered the wrong product.
- Individual expectations regarding product effectiveness were not met.
- The shipping address provided at checkout was incorrect.
- The package was refused by the customer without prior approval.
- The package was delayed due to customs inspections or local postal services.
Customs & Import Regulations
International customers are responsible for ensuring that our products may be legally imported into their country.
We kindly recommend checking your country's import regulations before placing your order.
Any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country are the responsibility of the customer.
If a shipment is refused, abandoned, or returned because of import restrictions or unpaid customs charges, we may be unable to issue a refund.
Lost or Stolen Packages
If the tracking information confirms that your order has been successfully delivered to the shipping address provided at checkout, we are unfortunately unable to offer a refund for lost or stolen packages.
If you believe your package has been misplaced after delivery, we recommend contacting your local postal service or delivery carrier for assistance.
Returning an Approved Item
Please do not return any product without contacting us first.
If a return is approved, we will provide detailed return instructions.
Unless the return is the result of our error, customers are responsible for return shipping costs.
Contact Us
If you have any questions about your order or this policy, we are always happy to help.
Indigo Naturalis Online Store
5F, FPG Links Jinnan
1-11-4 Jinnan
Shibuya-ku, Tokyo 150-0041
Japan