The refund process for the online order returns will be processed within 7-15 working days, depends on each bank regulation and the payment method.
You will receive email for the refund details within 1-2 working days (exclude Saturday, Sunday, public holidays), after your returned product has been verified by our warehouse. Below is the flow of refund:
Refund will be processed based on the payment method. Please click below for more information of each payment method:
For payment with a credit card, you do not need to fill in the refund form on the email because the fund will be credited to the limit of the credit card which you used to purchase the order.
The estimation of the refund process is 7-14 working days (exclude Saturday, Sunday, public holiday) since you received refund confirmation email. Please note, there is no email notification once the refund is success. Please be willing to check your credit card mutation or billing statement regularly. Thank you for your understanding.
For payment with QRIS, you do not need to fill in the refund form on the email because the fund will be credited to the payment origin or payment source (mobile banking/e-wallet) that you used to pay the order:
a. QRIS method with payment source GoPay: The fund will be credited to your GoPay balance maximum within 3 working days (exclude Saturday, Sunday, public holiday).
b. QRIS method with payment source mobile banking or e-wallet (except GoPay): The fund will be credited to your bank or e-wallet within 7-15 working days (exclude Saturday, Sunday, public holiday), depends on Bank's policy.
Please note, there is no email notification once the refund is success. Please be willing to check your bank mutation/ e-wallet history regularly. Thank you for your understanding.
For GoPay method, you do not need to fill in the refund form on the email because the fund will be credited to your GoPay balance within 1x24 hours since you receive the refund email.
Please note, there is no email notification once the refund is success. Please be willing to check your GoPay history regularly. Thank you for your understanding.
For VA Bank Transfer, Pay in Store and COD (Cash on Delivery) payment methods, the refund will be transferred to your bank account number. You can submit your account number via the form link sent within the refund notification email.
For VA Bank Transfer payment method, you will receive 3 (three) email notifications, which are:
a. Refund confirmation email which you will get after the product has gone through the verification process (1-2 working days since the product arrived at warehouse).
b. Refund form submission email which you will get after you have submitted the refund form (google form). Please only submit the refund form just one time.
c. Email notification after the refund is successful with estimation 7 - 14 working days after you submitted the refund form.
*Working days are exclude Saturday, Sunday and public holidays.
The refund emails may be received through your inbox / junk / spam email folder. If you do not find the refund email on your inbox, please be willing to check the junk / spam folder.
FAQs:
1. Q: The product that I returned has arrived at the warehouse but why do I not receive the email for my refund?
A: When the product arrives at the warehouse, there will be no email notification. You will get the refund email notification after the product that you returned has been verified by warehouse which is within 1 – 2 working days. If after 2 working days you still have not received the refund email, you could contact our Customer Support by the channel at the bottom of this page for further information.
Please refer to below example table for the illustration:
2. Q: Do I need to contact Customer Support for return?
A: No, you do not need to contact Customer Support to do return/refund. You can directly send the product and the return form to our warehouse to get the product refunded. Please refer to the Return Policy stated on the return form or here before you send the product to the warehouse.
3. Q: Will I be notified after the refund is successful?
A: For payment with:
-Credit card, QRIS, GoPay: No, there will be no notification when the refund is successful. You may check the refund on your billing statement.
-Bank transfer, COD and Pay in Store: Yes, you will receive email notification after the refund has been successful.
4. Q: I use credit card/QRIS/GoPay payment method, do I need to fill in the refund form?
A: No, for credit card/QRIS/GoPay payment method, you do not need to fill in and submit the refund form because the fund will be credited to your account maximum 15 working days after receiving refund email.
5. Q: Can my coupon be activated after the refund?
A: No, the coupon that has been used cannot be re-activated.
6. Q: Will the shipping fee be refunded as well?
A: No, the amount that will be refunded is equal to the price of products you returned, not including the shipping fee.
7. Q: Can the discounted product be refunded?
A: Yes, discounted (Value Buy or Limited Offer) can be refunded as long as the policy is fulfilled.
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