Refund policy

Last updated: November 12, 2026

Our 30-day return promise

We want you to feel confident about your IndoorMews order. You may request an ordinary return within 30 calendar days after the item is delivered. For split shipments, each item’s window starts when that item arrives. This policy applies to orders purchased through IndoorMews checkout.

Return eligibility

For a change-of-mind or similar ordinary return, items must be unused, unaltered, and in the condition received, in their original packaging, with all included parts and accessories where reasonably possible. Do not use a product beyond what is needed to inspect it. Keep your order number or other proof of purchase. Sale-priced items remain eligible unless a valid exception was clearly disclosed before purchase.

How to start a return

1. Within 30 days of delivery, email heemselfmade@gmail.com or call (916) 228-0153. Include your order number, the item, and whether you want a return or are reporting a problem. Photos may help with damage or incorrect goods, but contact us if you cannot provide them.
2. Wait for return instructions and the correct address. Do not send goods to the address on the parcel, a supplier, or a business mailing address without instructions. Products from different suppliers may need separate returns.
3. For an approved ordinary return, send the item within 14 calendar days after we provide usable return instructions, unless we agree otherwise or applicable law allows more time. Use a tracked service and retain your receipt. Delays in our response do not invalidate a request submitted within the 30-day window.

Return shipping and fees

For ordinary returns, you pay the return shipping cost. If we offer a prepaid label, we will disclose its cost and obtain your agreement before deducting it from the refund; you may instead arrange your own shipment where practical. We do not charge a restocking fee. Original delivery charges for an ordinary return are not refundable unless required by law or expressly agreed. We will disclose any permitted international return arrangements before you send the item.

Damaged, defective, or incorrect items

Contact us as soon as reasonably possible if goods arrive damaged, defective, or different from your order or description. The ordinary-return condition requirements and 30-day deadline do not limit statutory rights for faulty or misdescribed goods. Do not discard the item or packaging until we advise you, where practical. Where a return is needed to resolve a confirmed defect, shipping damage, or our fulfillment error, IndoorMews will provide a prepaid label or arrange reasonable return shipping at our expense. We will replace the item or refund you, or provide the other remedy required by law. You will not be charged a restocking fee for correcting these problems.

Refunds

We will inspect returned goods promptly and tell you whether your return is approved. If approved, we will initiate the refund to the original payment method within 10 business days after receipt and inspection, or sooner where law requires. This is not an additional waiting period where a statutory refund deadline applies. Your bank or payment provider may need additional time to display the credit. Contact us if you have not received an update within 10 business days of confirmed return delivery.

An approved ordinary return refunds the amount actually paid for the accepted item and refundable taxes, less only any return-label cost you expressly agreed to. Discounts are reflected in the amount paid. We do not replace a refund you are entitled to with compulsory store credit. If we believe a return is ineligible, we will explain the reason and discuss next steps before any additional charge or disposal; no undisclosed penalty or restocking fee applies.

Exchanges

Contact us about exchanging an item for a different available product or variant. Availability is not guaranteed. We may recommend returning the original item for a refund and placing a separate order rather than promising a direct exchange. We will explain any costs before you agree.

Exceptions

Personalized or made-to-order goods, redeemed gift cards, and opened hygiene-sensitive goods may be excluded from ordinary returns only where the relevant restriction was clearly disclosed before purchase and the exclusion is lawful. Opened chews, edibles, and similar consumables, including silvervine, are hygiene-sensitive and are generally not eligible for ordinary returns once opened. We do not apply a blanket final-sale rule to all enrichment toys or sets. No exception removes rights concerning defects, misdescription, or other non-excludable protections.

Cancellations and missing deliveries

Contact us promptly to request cancellation. We cannot guarantee we can stop fulfillment after it starts. If we cancel an order or cannot fulfill it, we will refund the amounts required by law. Shipping delays are handled under our Shipping Policy, including required delay notices and cancellation/refund options. Contact IndoorMews about missing deliveries; a carrier’s delivered scan alone does not automatically defeat a claim.

Supplier-fulfilled orders

IndoorMews remains responsible for honoring this customer policy even when a partner supplier ships the goods or has a different reimbursement policy with us. A supplier disagreement does not cancel an eligible customer return or legally required remedy. Contact IndoorMews rather than arranging an unapproved supplier return.

Your legal rights

This voluntary 30-day policy is additional to rights that applicable consumer law gives you. Mandatory cancellation, withdrawal, warranty, or refund rights prevail if they are more protective. For example, where applicable, EEA or UK distance-selling withdrawal rights are not removed by this policy. Conditions and exceptions apply under the relevant law; contact us to exercise your rights.

Contact

IndoorMews
Email: heemselfmade@gmail.com
Phone: (916) 228-0153
Contact IndoorMews