Return and Warranty Policy

Change of Mind Policy

You can benefit from this Change of Mind Policy which is offered for most of our products in addition to your statutory rights or any additional supplier or manufacturer warranties. If, for any reason, you are not satisfied with your purchase, we will happily provide you with a refund for an online purchase and an exchange or store credit for an in-store purchase subject to all of the following conditions being satisfied:

  1. You must return the Product to us within the following timeframes:
    1. Online Purchase: 30 days from the date of delivery.
    2. You must provide us with a satisfactory proof of purchase (such as the invoice or register receipt)
    3. You must return the product unused, in the original packaging with all tags and stickers still attached, in the mechandisable condition you purchased it in and including any accessories, manuals and documentation.
    4. The product is not an “excluded product” (as described below).

 

Excluded Products

This change of mind policy does not apply to:

  1. Gift cards our vouchers;
  2. Clearance items and products sold as ‘seconds’;
  3. Made-to-order, personalised or monogrammed items;
  4. Items that have an accompanying tag that states ‘no change of mind’;
  5. Repaired or replacement products provided under this policy;

 

We reserve the right to reject and returns that do not meet the above requirements. Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined in our absolute discretion.

 

Please Note:

  1. For online purchases, we will refund you the amount you paid, excluding the original delivery charges. Refunds will be processed using Bank Transfer.
  2. If you return a product made by gift card or voucher, we will give you a store credit in the from of a gift card.

 

To return an item due to a change of mind, you must follow our returns process. Please refer to “Organising the Return of Products” below for more information.

 

Consumer Guarantess

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe a product purchased from us is damaged, faulty or unsafe or is not of acceptable quality, fit for the specified purpose or does not match the description given product, you may return it to use within a reasonable period after purchase. In the unlikely event that your item arrives damaged or faulty, you must also notify us as soon as possible.

If a products has a minor failure, we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If the product is assessed as having a major failure you may choose to return the Product and receive a refund or an in-store credit or receive an identical replacement (or one of similar value if reasonably available to use).

 

Please note:

  • Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care of failure to use in accordance with manufacturer’s instructions are not considered to be faulty.
  • If a product is replaced, your replacement product becomes your property and the returned product becomes our property. When a refund is given, the returned product becomes our property.
  • Products marked as seconds or samples cannot be returned due to the fault that was identified at the time of purchase.

 

To return a faulty item, you must follow our returns process. Please refer to “Return of Products” below for more information.

 

Return of Products 

Products must be returned whenever we agree to provide you with a refund or replacement or ask you to return the Product to us for inspection. Before returning a product, please ensure that your returned Products meets the conditions outlined in this policy.

 

Please note:

For online returns, if you are returning a faulty product, please contact our Customer Service Team and provide your order number and a full detailed description of the problem. You may be required to provide supporting photographic evidence to help us with our assessment. Depending on the problem our Customer Service Team will determine how best to resolve it with minimum inconvenience to you. Where during the preliminary assessment, we agree that a product is defective and needs to be replace or repaired, return shipping will be arranged at our expense. You are nevertheless entitled to recover reasonable postage costs if the product is confirm to have a defect later. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please keep the receipts of any shipping costs you incur.

For in-store returns, we may assess the returned product in-store but in certain circumstances, it may be necessary for us to send the product away for assessment within a reasonable period.

 

RETURNS LOCATIONS

If you cannot return the products in-store, our customer support team are here to help. Whether its a product question, further information regarding your order or general queries & comments, our customers support team contacted via our Customer Support Centre.

Alternatively you can chat to our Customer Support via WhatsApp on +6288212669018, Available Monday to Friday 9am - 9pm & Saturday & Sunday 10am - 17pm Indonesian Standard Time.

 

To return an item you purchased online, for any reason, you must arrange the return by return postage through JNE or Local Logistics, please contact our Customer Service Team to arrange a return request via one of the following methods:

 

Responsibility for returned Products

It is your responsibility to ensure that the Products are protected for damage or loss in transit. Returned products that are damaged or soiled in transit may not be accepted and may be sent back to you and/or a refund refused. We recommend paying for tracking or product insurance.

 

All returns sent to us via JNE or Local Logistics must have a Tracking Number which you will need to obtain from us. This is required for replacement products and refunds. After you have provided us with required information, the Customer Service team will email you a PDF Voucher containing