Indiefog Naturals — Return & Exchange Policy

Indiefog Naturals

Return & Exchange Policy

Draft v3  ·  Supersedes the live /info/returns-and-refunds/ page  ·  For internal review + attorney sign-off

Sections 1–5 below are the current live policy, kept word-for-word. Sections 6–7 are the new additions — Discovery Sets & sample credit, and the reaction pathway. The existing terms are unchanged; only new material has been added.

Part A — Customer-Facing Policy

Copy-paste ready  ·  sections 1–5 verbatim  ·  6–7 new

Our returns, the reactive-skin way

We formulate for bodies that react to almost everything — so we’ve built our returns around how reactive skin actually shops: try a little first, commit once you know.

All products purchased from Indiefog Naturals are guaranteed for 14 days from the day you receive them. If for any reason you’re not satisfied, we are happy to offer an exchange or refund under the conditions below.

New here, or easily overwhelmed? Start with a Discovery Set — try before you commit. The full value credits toward your first full size. (See section 6.)

1.  Eligibility for refunds and store credit

To qualify for a refund:

  • Products must be unused and in their original, unopened, undamaged packaging.
  • Your return request must be made within 14 days of receipt.
  • Refunds are issued minus the cost of shipping.

After 14 days from receipt, approved returns are eligible for store credit only.

Timing requirement: All returns must be received at our facility within 2 weeks of the return label being created. If your return is not delivered within this window, we will not be able to authorize a refund or store credit.

2.  How to start a return or exchange

You can start your return in either of these ways:

  • Online self-serve portal (for most website orders). Visit our returns portal here: Start a Return. Enter your order details, select the item(s) you’d like to return or exchange, and follow the prompts to generate a return label.
  • Contact form (if you need help or have a special case). Go to our Contact page, select “Returns,” and let us know how we can help. Please include your order number and the item(s) you’d like to return or exchange.

3.  Return shipping and refunds

  • Return shipping costs are not refundable, and refunds are processed minus the cost of shipping (including any return shipping fees).
  • Original shipping charges from your order are also non-refundable, unless we shipped the wrong item or there is a confirmed issue we’re responsible for.

4.  Damaged items and shipping issues

If your product is damaged during shipment, please reach out to our customer care team as soon as possible with your order number and photos of the damage. We will guide you on how to proceed.

If a package is lost or damaged during shipping, please contact the USPS or UPS shipping carrier directly, as they handle investigations and claims for in-transit issues.

5.  Misuse of the policy

We monitor returns and reserve the right to refuse service to anyone who may misuse or abuse this policy.

6.  Discovery Sets & sample credit

Opened or used product can’t be returned — once a jar or bottle has been opened, we’re unable to restock it, for everyone’s safety. This is why we built our Discovery Sets: so you can try a formula safely before committing to a full size, and never get stuck with a full jar that doesn’t suit you.

Discovery Sets are final sale — because sample sizes, like all opened cosmetics, can’t be restocked.

But if a sample doesn’t agree with your skin, we want to know. Reach out through our Contact page and we’ll help you find a better-matched ritual. Reactive skin is the whole reason we’re here, and we’d rather help you find the right formula than have you give up.

Your set credit, in plain terms:

  • Your Discovery Set includes a credit equal to its purchase price toward your first full-size order.
  • Redeemable for 90 days from purchase.
  • Applies to full-size orders (a minimum order value applies).
  • One-time use, tied to your account.
  • Can’t be combined with other discount codes or first-order offers.

7.  If your skin reacts

Even the gentlest formula can meet a body that isn’t ready for it. If something we made doesn’t agree with your skin, stop using it and reach out through our Contact page. We’ll listen, we’ll make a note of it, and we’ll help you find a next step or a better-matched ritual.

Because every reactive body is different, no one can predict a reaction in advance — which is exactly why we built our Discovery Sets. Trying a little first is always the safest way to meet a new formula.

Indiefog products are cosmetics, made to cleanse, soften, and comfort skin — not to treat, cure, or prevent any condition. If you’re navigating a health concern, we’re a companion to your care, never a replacement for your doctors.

Part B — Internal Operating Rules

Not customer-facing  ·  for Kikki, Nicole, Joe

What changed from the live policy

  • Sections 1–5 are unchanged from the live page (kept word-for-word), including the self-serve ShipStation portal, the 2-week receipt window, shipping non-refundability with the our-fault exception, damaged-item + photos handling, and the misuse clause.
  • Added section 6 (Discovery Sets & sample credit) as the recommended entry and the de-facto reaction safeguard.
  • Added section 7 (If your skin reacts) — the live policy has none, and its “unopened only” rule silently excludes the exact reactive-customer scenario.

⚠  Reaction reports route to the Adverse Event Register — always

A customer reporting a reaction is a potential reportable adverse event first, a customer-service matter second. Every reaction report — however it arrives (returns portal note, Contact form, email, DM, or a product review) — is logged by Nicole in the Adverse Event Register, which starts the MoCRA response clock (WORKDAY-formula deadline).

  • A reaction is never resolved as a quiet refund or credit that bypasses logging. Log first, then handle the customer.
  • Confirm the intake path: portal/Contact → sales@ / kikki@ → flagged to Nicole → Adverse Event Register → Determination Guide per the Adverse Reactions SOP.
  • Customer-facing goodwill happens in parallel with, not instead of, the adverse-event process.

Sample-reaction goodwill (customer-service discretion)

  • If a Discovery Set sample doesn’t agree with a customer, CS may offer a replacement sample or store credit, capped at the value of the set, at discretion.
  • A goodwill gesture, not a stated guarantee — keep it out of the published terms so it stays discretionary.

Sample-credit mechanics (for Woo + Books)

  • Delivery: a unique, single-use code emailed on purchase (and/or in the box). Prefer a code over auto-applied store credit so the terms stay enforceable.
  • Bound to the purchaser’s account/email; not shareable or reusable.
  • Expiry: 90 days from purchase.
  • Credit value & minimum: full set value toward the first full-size order, with a recommended ~$50 minimum-redemption order so a ~$24 credit can’t be applied near-free against a low-priced SKU.
  • No stacking with the 10%-off first-order code or other promos — one discount per order.
  • Aligned with Discovery Sets spec v2: three curated sets, 3–4 samples each, priced ~$24 with free shipping applied to the set directly (not by clearing the $50 threshold), full-value credit, ~$50 minimum redemption, 90-day expiry, single-use, no stacking. Confirm and lock the exact set price and minimum, and these terms are final and identical across both documents.

Full-size return handling

  • Primary path is the self-serve returns portal (ShipStation); Contact form handles help/special cases.
  • Unopened/unused only; no restocking of opened product (safety / hygiene / MoCRA).
  • Return shipping non-refundable and deducted; original shipping non-refundable unless we shipped wrong or are at fault; received within 2 weeks of label.
  • After 14 days → store credit only on unopened returns.
Part C — Before This Goes Live
  • Self-serve portal link (already inline in §2). The “Start a Return” button links to the ShipStation returns portal — verify it carries to the new page.
  • Attorney review (add to the existing queue). The reaction language (§7), the credit expiry/redemption conditions (§6), and the “final sale” terms are the dispute-prone parts. Two asks for legal: (1) confirm the reaction wording invites contact without admitting liability or implying a medical/treatment claim, and (2) confirm the credit terms are enforceable as written.
  • Accounting (Joe / Zoho Books). An outstanding sample credit is a liability until redeemed or expired. Track issued credits, redemptions, and breakage (expired-unused).
  • Compliance (Nicole). Wire the reaction-report intake into the Adverse Event Register workflow before the reaction language is public — the logging path and deadline clock must be live first.
  • Site update. Replaces the live /info/returns-and-refunds/ page. Update the Woo policy page and any checkout/footer links. Keep entity separation — Indiefog policy on Indiefog surfaces only.

Draft prepared for internal review. Not legal advice — final language pending attorney sign-off.