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Refun and Return Policy (english Ver)

Official Website: Pondok Indah

https://pondokindahpare.co.id/

We are committed to providing the best service for every transaction made on our website. To ensure your satisfaction, we have a policy regarding complaints, refunds, and returns that is in line with applicable laws in Indonesia, particularly regarding online sales and consumer protection. Below is the detailed outline of our policy:

Complaint, Refund, and Return Policy

1. Printing Services

For the printing services we provide, we prioritize precision and quality in the final product, which undergoes a strict quality control process before shipping. However, there are certain conditions regarding complaints, refunds, and returns:

  • Complaints will not be accepted if:
    • The error originates from the design file sent by the customer, including size, color, or design errors.
    • The damage occurs during shipping, resulting in folded, torn, scratched, or other damages caused by the third-party shipping service.
    • Unboxing Video Not Provided: Customers are required to record an unboxing video when receiving the product. The video must include:
      • The appearance of the packaging upon receipt.
      • The process of opening the packaging.
      • The condition of the product after it is opened.

      This video will serve as evidence in case of damage or mismatch. Please save the video as a reference.

  • Complaints can be filed if:
    • The product received differs from the order (product type or other discrepancies).
    • The product has manufacturing defects (such as print imperfections or other issues).
Complaint Procedure:
  1. Complaints must be made within 1 business day from the receipt of the product.
  2. Send an email complaint to pondokindahprinting@gmail.com with the subject: Printing Service Complaint.
  3. Include your order number, proof of purchase, clear photos or videos of the damage or issue, and a detailed description of the problem.

2. Custom Products (Souvenirs, Gimmicks, Plaques, Keychains, Name Tags, etc.)

For the custom products we produce, we pay close attention to every detail, and they undergo a strict quality control process before shipping. However, the following conditions will not be eligible for complaints or refunds:

  • Complaints will not be accepted if:
    • The error originates from the design file sent by the customer, including size, color, or design errors.
    • The error arises from incorrect details provided, such as spelling, colors, designs, or specifications that were approved by the customer.
    • The product is damaged during shipping, such as cracks, dents, or other physical damages caused by the shipping service.
    • Unboxing Video Not Provided: Customers are required to record an unboxing video when receiving the product. The video must include:
      • The appearance of the packaging upon receipt.
      • The process of opening the packaging.
      • The condition of the product after it is opened.

      This video will serve as evidence in case of damage or mismatch. Please save the video as a reference.

  • Complaints can be filed if:
    • The product received differs from the order (product type or other discrepancies).
    • The product has manufacturing defects (such as print imperfections or other issues).
Complaint Procedure:
  1. Complaints must be made within 1 business day from the receipt of the product.
  2. Submit the complaint via email to pondokindahprinting@gmail.com with the subject: Custom Product Complaint.
  3. Be sure to include the order number, proof of purchase, and clear photos or videos of the product’s condition showing the problem.

3. Product Sales

We ensure that every product sold on our website undergoes a strict quality control process before shipping. However, if there is an issue with the received product, the following policy applies:

  • Complaints can be filed if:
    • The product received differs from the order (product type, size, or color mismatch).
    • The product has manufacturing defects (such as faulty stitching, missing components, or other production imperfections).
  • Complaints will not be accepted if:
    • The damage is caused by improper use or care.
    • The product has been opened or used, except in cases of manufacturing defects.
    • Unboxing Video Not Provided: Customers are required to record an unboxing video when receiving the product. The video must include:
      • The appearance of the packaging upon receipt.
      • The process of opening the packaging.
      • The condition of the product after it is opened.

      This video will serve as evidence in case of damage or mismatch. Please save the video as a reference.

Complaint Procedure:
  1. File your complaint within 1 business day of receiving the product.
  2. Send an email complaint to pondokindahprinting@gmail.com with the subject: Product Sales Complaint.
  3. Include the order number, proof of purchase, and clear documentation (photos/videos) showing the issue.

General Terms:

  • Refund Process:
    Refund requests will be processed after the product or service under complaint has been investigated and verified by our team.
  • Refund Timeline:
    Once the product is received and inspected, we will verify that it meets the return conditions. If the refund request is approved, the refund will be processed within 7-14 business days after verification.
  • Refund Method:
    The refund will be issued via the same payment method used during purchase. Processing time may vary depending on the issuing bank’s policy.
  • Refund Notification:
    You will receive an email notification once the refund is processed, including details of the refunded amount and the method used.
  • Product Return:
    If a product return is required, customers must return the product in the same condition as received, with the original packaging, including all accessories and the purchase invoice.
  • Non-Returnable Items:
    Non-returnable items include:

    • Custom products (such as souvenirs/gimmicks, printed and custom-made products) produced according to customer requests and cannot be resold.
    • Products that have been used or opened.
    • Products not in their original condition, including damage due to improper use.
    • Discounted or promotional items declared non-returnable.
    • Products that do not meet return eligibility, such as modified or personalized items.
  • Return Shipping Costs:
    Return shipping costs are the responsibility of the customer unless the return is due to our error (such as defective products, wrong shipments, or mismatched orders).
  • Return Shipping:
    We recommend using a traceable shipping service and keeping the shipping receipt for reference. We are not responsible for lost items during the return process.

Complaint Handling and Dispute Resolution

  • Complaint Procedure:
    If you experience any issues with the product you receive, please contact our customer service team immediately. We will strive to resolve your complaint promptly.
  • Mediation:
    In the event of a dispute that cannot be resolved through customer service, we will offer mediation to reach a fair solution.
  • Applicable Law:
    This policy is subject to the laws of Indonesia. Any dispute that cannot be resolved amicably will be settled through applicable legal channels.

This policy adheres to the provisions outlined in:

  • Law No. 8 of 1999 on Consumer Protection, ensuring consumer rights to receive products or services that match the provided information and promotion.
  • Minister of Trade Regulation No. 50 of 2020 concerning Electronic Commerce (PMSE), regulating the responsibilities of online sellers and service providers in maintaining consumer trust, including handling complaints and refunds.
  • Indonesian Civil Code (KUHPerdata), particularly related to sales (Articles 1457-1540), governing the rights and obligations of sellers and buyers.

By submitting a complaint or refund request, customers are deemed to have read, understood, and agreed to this policy.

Contact

If you have further questions about our return and refund policy, please contact us:

Thank you for trusting Pondok Indah Parepare. We hope you are satisfied with our products and services! If you have any issues or questions, feel free to contact us. We are here to help!

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