Effective Date: 10.10.2025

This Return & Refund Policy explains how returns, cancellations, and refunds are handled for purchases made through Nusantara Toko. By placing an order, you agree to the policy applicable in your region.

1. General Conditions (Applies to All Customers)

You may be eligible for a return or refund if:

  • The item is damaged, defective, or not as described

  • You received the wrong item

  • You exercise a legally granted right of withdrawal (where applicable)

Items must be:

  • Unused and in original condition

  • In the original packaging (if applicable)

  • Returned with all accessories, tags, and documentation

Some items cannot be returned for hygiene, safety, or custom production reasons (e.g. personalized products, perishable goods, skincare opened products, etc.).

2. EU Customers (European Union)

EU customers have a 14-day right of withdrawal under the EU Consumer Rights Directive.

Withdrawal Period:
You have 14 calendar days from the day you receive the goods to notify us of your decision to withdraw from the purchase.

How to Request a Return:
Send a clear statement to our support team by email or contact form. Please include your order number.

Return Shipping:

  • If the product is defective or incorrect, Nusantara Toko covers return shipping.

  • For voluntary withdrawal (change of mind), the customer covers return shipping.

Refund Timeline:
Refunds are issued within 14 days from the day we receive the returned product, using the same payment method unless otherwise agreed.

3. Indonesia Customers

Indonesian customers are entitled to a 7-day return right under local consumer protection laws.

Return Period:
You have 7 calendar days from receipt of goods to request a return if the product is:

  • Damaged in transit

  • Defective

  • Incorrect or not as advertised

Change of Mind:
Change-of-mind returns may be accepted at Nusantara Toko’s discretion, provided the item remains sealed, unused, and return shipping is paid by the customer.

Refund or Replacement:
You may choose a refund, credit, or replacement depending on product availability.

Refund Timeline:
Refunds are issued within 14 business days after approved return receipt.

4. Other International Customers (Non-EU, Non-Indonesia)

For customers outside the EU and Indonesia, the following commercial policy applies:

Return Requests:
You must contact us within 7 days of delivery to report a damaged, defective, or incorrect product.

Eligibility:
Returns unrelated to product issues (e.g. change of mind) may or may not be accepted based on country and product type. Return shipping costs are typically the responsibility of the buyer unless the item was incorrect or faulty.

Refund Timeline:
Refunds are processed within 14 business days after receipt and inspection of the returned goods.

5. Damaged or Incorrect Items (All Regions)

If you receive a damaged, defective, or incorrect product:

  1. Email us within 48 hours of delivery.

  2. Include your order number and clear photos as evidence.

  3. We will arrange replacement, repair, or refund at no cost to you.

6. Return Shipping Instructions

Once your return is approved, we will provide:

  • Return address

  • Packaging and shipping guidelines

  • Required documentation (if any)

You must ship the items back within:

  • 14 days (EU)

  • 7 days (Indonesia)

  • Within the instructed period (other countries)

Failure to return within the deadline may void the eligibility for refund.

7. Non-Returnable Items

The following items are generally not eligible for return:

  • Perishable goods or food items

  • Custom-made or personalized products

  • Opened hygiene or skincare products

  • Clearance or final sale items (if clearly stated at purchase)

8. Customs & Import Fees on Returns

For international returns, customs duties, taxes, or clearance fees (if any) are the responsibility of the sender, unless Nusantara Toko is at fault.

9. Refund Method

Refunds will be issued using the original payment method, unless an alternative is agreed in writing. Shipping fees are refundable only when Nusantara Toko is responsible for the issue.

10. Contact Information

For return and refund requests, contact:
Email: compliant@nusantaratoko.com
Address: Jln. Ida Bagus Mantra 110, Denpasar-Bali, Indonesia
Subject Line: Return/Refund Request – Order #[Order Number]