Return and Refund Policy
Last updated July 15, 2025
Refund
We do not accept refunds for non-defective products. Items that have been purchased cannot be returned for any reason to request a refund. This includes all kind of products.
We accept returns for defective products only.
Return of Defective Products
Customer's obligation to provide evidence:
Please inspect your order immediately upon receipt. Document by making an unboxing video upon receipt witnessed by the delivery courier. The courier must be present in the video.
The buyer must check and record the condition of the packaging and the delivered products: any damage must be certified by the deliverer on the delivery note or in the proof of delivery.
Damage to the goods delivered or picked up must be reported to us by email not later than 24 hours after delivery.
Necessary attachments for complaints and transport damage:
- Brief, precise description of the problem and precise description of the damage with pictures of the affected areas/defects (detailed photos), photos of the complete product (distance shot) and photos of the packaging in which the products were delivered (damage to the box and the photo of the print where the article number and order number can be seen) - or alternatively video(s) in sufficient quality.
- In the case of transport damage - a copy of the proof that the shipment was accepted in a damaged condition with the signature of the deliverer. Alternatively, if the driver had the damage acknowledged on an electronic device, a confirmation that the shipment was acknowledged as damaged.
- Information about the buyer's expectations, e.g. repair, replacement of the product, price reduction or return and full refund.
- Until the complaint is resolved, please keep the packaging in case it is needed to return the goods. In the event of transport damage, it is necessary to have the damage acknowledged by the deliverer when accepting the shipment. Please note the damage on the delivery note and request the driver's signature. A copy of the signed document should then be sent to [email protected].
If there is no confirmation from the courier that the product(s) was damaged upon delivery, we will assume that the product(s) did not have any visible defects upon receipt.
In such case we will not accept responsibility for the damage and any claims by the buyer in this regard will be rejected. We are obliged to respond to the buyer's request as soon as possible, but no later than 12 working days from the date of notification of the damage. The response to the buyer's request will be sent to the email address provided by the buyer.
Procedure:
Our goal is to make returning the products you have purchased as easy and straightforward as possible. Please follow the steps below to ensure a smooth process.
1. Login to your account in our webshop.
2. In case you are not on "Your account" page go to the account page by either clicking your name on the top or „Your Account" in the footer of any web page.
3. Access the "Order history and details" section of your account.
4. Select the order from which you want to return an item by clicking on "Details".
5. Select the product(s) that you wish to return by checking the box in front of its name(s).
6. Add the quantity that needs to be returned (in case more than one product need to be returned).
7. In the "Merchandise return" section, add an explanation, in order for the shop team to better understand why you want to return this product.
8. Click on "Request a return". On the right side of the order number the return number will be shown.
9. Email the necessary attachments (as explained in the section above) to [email protected] and tell us the order and return number.
10. Optionally contact our customer service by phone on +62 85 8888 77 588 and have your order and return number ready to speed up the identification of your order.
The package should be sent to the following address:
PT. ToBe Utama Indonesia
Jl. Hutama Karya No.82 Muncul - Setu
Kota Tangerang Selatan
Banten 15314
Indonesien
Before returning the goods, please fill out the form to generate a return number as explained above. Shipments without a return number will not be accepted.
Transport risks, damage and transport insurance:
Shipping risks are borne by the customer, except for shipments insured by the carrier. Every shipment of goods must be insured by the customer. The customer is obliged to immediately check the accuracy, completeness and integrity of the goods delivered or picked up. Damage to goods delivered or picked up must be reported to us by written notification no later than 24 hours after delivery. The original packaging must be retained by the customer in case of damage; it can only be discarded after written confirmation from us. At the end of the ordering process, the customer can optionally purchase a shipping guarantee that can cover loss and damage during shipping. The shipping guarantee covers damage and loss during shipping up to the value of the goods at the time of ordering. Customers can only receive repairs and exchanges (replacement items). Decisions regarding repairs and exchanges can only be made by the seller. Damage to goods delivered or picked up must be reported to us via email within 24 hours. The customer must meet this deadline to be able to use the guarantee. The shipping guarantee is not valid if the buyer does not insure the shipment during the ordering process. In the case of product returns, the shipping guarantee fee will not be refunded. Repairs made by the customer without our approval cannot be further processed under the guarantee and the guarantee will automatically be invalid.
If a product is received with shipping damage that is not documented by the customer and confirmed by the carrier (in the Proof of Delivery), we reserve the right to charge the customer for return shipping and shipping insurance.