Refund policy

Effective Date: May 21, 2026
Last Updated: July 17, 2026

Simerss is committed to providing high-quality products and excellent customer service.

Because many of our products are food items intended for human consumption, special return, refund, and exchange conditions apply.

By placing an order through Simerss, you agree to this Returns, Refunds & Exchanges Policy.

1. Eligibility

Due to food safety regulations and quality control requirements, most food products sold by Simerss are non-returnable.

Requests for a refund, replacement, or exchange may be considered only if:

• The product arrived damaged.
• The product arrived bloated, swollen, leaking, punctured, or with compromised packaging.
• The product arrived defective.
• The incorrect product was shipped.
• An item was missing from your order.
• The product received is materially different from what was ordered.

All requests are subject to review and approval by IndoMeals before any refund, replacement, or exchange is issued.

2. Important Notice for Bloated or Leaking Products

If you receive a product that appears bloated, swollen, leaking, punctured, or otherwise has compromised packaging, please do not open or consume the product.

Instead:

• Keep the product in its original condition.
• Take clear photographs of the product.
• Photograph the shipping box and shipping label.
• Contact IndoMeals Support immediately.

Opening or consuming a product after discovering compromised packaging may affect our ability to investigate the issue and may impact eligibility for a refund or replacement.

3. Non-Returnable Products

The following items are generally not eligible for return:

• Opened food products.
• Food products that have been substantially consumed (generally more than 40%).
• Products damaged due to improper storage or handling after delivery.
• Clearance items.
• Final sale items.
• Promotional or complimentary products.
• Gift cards.

For health and safety reasons, returned food products cannot be restocked or resold.

4. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, leaking, bloated, or incorrect, please notify us within 48 hours of delivery.

Email: 

Please include:

• Order number
• Description of the issue
• Photos of the affected product(s)
• Photos of the shipping box
• Photos of the shipping label

Failure to report issues within 48 hours may affect our ability to process your claim.

After reviewing your request, IndoMeals may, at its sole discretion:

• Replace the product
• Issue store credit
• Issue a partial refund
• Issue a full refund

Warehouse records, carrier information, and photographic documentation may be used to verify claims.

5. Missing Items

If an item is missing from your shipment, please contact us within 7 calendar days of the recorded delivery date.

We may request:

• Order number
• Photos of the package
• Photos of the packing slip (if available)

After verification, IndoMeals may:

• Ship the missing item
• Issue store credit
• Provide a partial or full refund, as appropriate

6. Return Authorization

Returns will not be accepted without prior authorization from IndoMeals.

To request a return, email:

support@goldengateeagle.com

Please include:

• Order number
• Product name
• Reason for the request
• Supporting photographs (if applicable)

If your request is approved, we will provide Return Merchandise Authorization (RMA) instructions.

Unauthorized returns may be refused or returned to the sender.

7. Return Shipping Costs

If the Issue Was Our Error

Examples include:

• Incorrect product shipped
• Damaged product
• Defective product

Where a return is required, IndoMeals will cover reasonable return shipping costs.

Customer Preference

Examples include:

• Ordered by mistake
• No longer wanted
• Personal taste or preference

Customers are responsible for return shipping costs unless otherwise approved by IndoMeals.

Original shipping charges are non-refundable.

8. Refused or Undeliverable Packages

If a shipment is returned because:

• Delivery was refused.
• An incorrect or incomplete shipping address was provided.
• The package was unclaimed.
• Delivery could not be completed for customer-related reasons.

Any refund issued may be reduced by:

• Original shipping charges
• Carrier return fees
• Reasonable handling or processing costs

Food products returned in unsellable condition may not qualify for a refund.

9. Order Cancellations

Orders may be cancelled only before processing begins.

Once an order has entered processing, fulfillment, packing, or shipping, cancellation may no longer be possible.

If a cancellation is approved after payment processing, any non-recoverable payment processing or transaction fees may be deducted where permitted by applicable law.

10. Refund Processing

Approved refunds will be issued to the original payment method used during checkout unless otherwise agreed.

Please allow approximately:

• 5–10 business days for refund processing.
• Additional time for your bank, card issuer, or payment provider to post the refund.

Processing times may vary depending on your financial institution.

11. Exchanges

Exchanges are available only when:

• A product arrives damaged.
• A product arrives defective.
• A product arrives bloated or leaking.
• The incorrect product was shipped.

Product availability cannot be guaranteed.

If the original item is unavailable, IndoMeals may provide:

• A comparable replacement
• Store credit
• A refund

12. Chargebacks & Customer Resolution

IndoMeals is committed to resolving customer concerns promptly and fairly.

Customers are encouraged to contact our Customer Support team before initiating a chargeback or payment dispute with their financial institution.

If a chargeback is initiated Simerss reserves the right to provide order confirmations, payment records, delivery confirmations, carrier tracking information, customer communications, photographs, and other relevant documentation to the payment processor or issuing bank to respond to the dispute.

Nothing in this section limits any rights available to customers under applicable consumer protection laws.

13. Fraud Prevention & Claim Review

To protect both our customers and our business, IndoMeals reserves the right to:

• Request additional information or documentation.
• Review carrier tracking and delivery records.
• Review warehouse inspection records.
• Verify photographs submitted with claims.
• Investigate suspected fraudulent, abusive, or inconsistent claims.
• Deny claims that cannot be verified or are believed to be fraudulent.

14. Limitation of Liability

To the fullest extent permitted by applicable law, IndoMeals' total liability for any claim relating to a product purchase shall not exceed the amount paid for the specific product giving rise to the claim.