Refund and Returns Policy

Overview

At PT. Tirriklada Sukses Tratindo, we are committed to providing high-quality products and ensuring customer satisfaction. This Refund and Returns Policy outlines the conditions under which refunds, returns, or replacements may be requested.

1. Eligibility for Returns

You may request a return or replacement if:

• The product received is damaged, defective, or does not match the order.
• The issue is reported within 3–7 days of receiving the goods.
• The product is still in its original packaging (if applicable).
• Clear photo or video evidence is provided as proof of the issue.

Note:
Agricultural products such as rice, cacao, cloves, and pepper cannot be returned once opened unless the quality issue is verified.

2. Non-Returnable Items

The following items are not eligible for return:

• Products damaged due to improper storage by the customer
• Items purchased under clearance or promotional sale
• Bulk orders shipped internationally without prior inspection request
• Items altered, repacked, or processed after delivery

3. Refund Conditions

A refund may be issued when:

• The product cannot be replaced due to stock unavailability
• The order is cancelled before shipment
• A verified quality issue is confirmed by our Quality Assurance Team

Refunds will be processed through:

• Bank Transfer
• Original payment method

Refund processing time: 7–14 working days.

4. Replacement Policy

We offer free replacement if:

• The wrong product was delivered
• The product arrived in damaged condition
• The product fails to meet agreed specifications (moisture level, grade, color, etc.)

Replacements will be shipped as soon as the claim is approved.

6. International Orders

For export shipments:

• Returns are subject to international trade regulations
• Third-party inspection (SGS, Sucofindo, Intertek) is recommended to avoid disputes
• Shipping fees, customs duties, and logistics costs are non-refundable

7. How to Submit a Return or Refund Request

Please contact our support team with the following details:

• Order Number
• Product Name
• Description of the issue
• Photo/video evidence
• Preferred solution (refund or replacement)