Returns & Refunds

We hope that you love your Indigenous products. However in the event that you wish to return them, please read the below key information.

All returns should be authorised by Indigenous – either via email [email protected] or calling our Burford Showroom on 01993 824200

What you can’t return

• Used products
• Fixing products
• Bespoke (made specifically for you) products
• Special order items/quantities
• End of line products
• Damaged products that have not been reported within the required timescales
• Products that have not been requested to be returned within the required timescales

Please note the following timeframes

Floors & Walls – We request that all floor & wall products are inspected on receipt and would ask you to notify us of any concerns or issues by email immediately, and no longer than 48 hours after receipt.

For all of our other products, you have 14 days from the date of receiving your order to initiate a return or exchange.  Please note for the item to be eligible for return it must be unused, in its original packaging and in the same condition as received.

Where you can return to:

All products should be returned to our warehouse, not our Burford Showroom, unless previously agreed.

Our warehouse is:

Indigenous Ltd
3 Manor Farm
London Road
Meysey Hampton
Nr Cirencester
Gloucestershire
GL7 5JL

Customers are responsible for the cost of return shipping unless the item is due to an error on behalf of Indigenous or due to an item defect, which shall be agreed with us prior to the return. It is essential to obtain a return authorisation before sending back any items.

How long will your refund take?

We aim to process all refunds within 10 working days of receiving your returned item.  All refunds are processed back to your original method of payment.  In some instances, a restocking fee of 20% may apply and we will notify you of this.

What do you do if your goods are damaged or faulty:

All our products are carefully inspected before they leave our warehouse.  In the unlikely event that the products you receive are damaged or faulty, then please take a photograph of them and notify our Burford Showroom via [email protected]  We will then guide you through the process of what to do next and make sure your products are replaced as soon as possible.  Please make sure you check all products prior to installation.

Please note the following timeframes for damaged or faulty products:

Floors & Walls – We request that all floor & wall products are inspected on receipt and would ask you to notify us of any concerns or issues by email immediately, and no longer than 48 hours after receipt.

For all of our other products, you have 7 days from the date of receiving your order to email us to let us know if the product received is damaged or faulty.