Orders that have been paid and entered processing cannot be cancelled, exchanged, or refunded due to change of mind, incorrect selection, or other personal reasons.
1. Limited exceptions
We will review a claim if the goods received are:
- different from the product confirmed in the order;
- damaged in transit; or
- affected by a manufacturing defect that materially prevents normal use.
This policy does not reduce consumer rights that cannot be excluded under Indonesian law.
2. How to make a claim
Contact us promptly, ideally within 2 × 24 hours after delivery, at sales@transkhatulistiwa.com or WhatsApp +62 811-1291-906. Include the order number, a description, photos of the product/packaging, shipping label, and an unboxing video where available.
3. Review and remedy
We may request more information or return of the goods for inspection. Do not return goods without our written approval and instructions. For approved claims, our primary remedy is replacement or completion of missing items. A refund is considered only when replacement is unavailable or where required by law.
4. Ineligible circumstances
- change of mind or no longer needing the item;
- customer error in type, size, color, quantity, or address;
- minor color differences caused by screens or normal production variation;
- goods used, modified, or damaged after receipt, unless related to a latent defect;
- custom, personalized, or specially prepared procurement orders;
- courier delays without loss or damage; or
- claims without sufficient evidence to verify the issue.
5. Claim shipping costs
If a claim is approved due to our error or damaged/defective goods, reasonable remedy shipping will be covered or reimbursed according to our instructions. Costs from unapproved returns are not automatically reimbursable.
6. Approved refunds
If a refund is approved, it is sent to a verified payment method/account. Posting time depends on the bank or payment provider. Deductions will only be made where lawfully required or agreed.