Refund & Returns Policy

Damaged or incorrect material

If material arrives damaged in transit, or does not match the order you agreed, report it to us with photographs within two working days of delivery. We will review the report with you and agree the remedy: a replacement, a repair, or a refund of the affected portion.

How a refund is issued

A refund is always returned by the same method and to the same account you paid from. We never issue a refund to a different account, and we never ask for card or banking details by email, telephone or WhatsApp in order to process one.

Before any refund is processed we confirm the amount with you in writing. The processing time for your order is stated on your quotation; bank clearing after that is outside our control.

Deposits and cancellations

Where an order requires a deposit, the amount and the conditions attached to it are set out on the quotation before you pay anything. If you cancel before the material has been dispatched, we will tell you which part of the deposit is refundable and why. Once material has been cut to size or dispatched, cancellation terms change — those terms are on the quotation too.

Material already installed

Material that has been cut or installed cannot be returned or refunded, unless a manufacturing defect is found. This is exactly why we ask you to inspect all material before installation begins, and why we encourage you to check a physical sample before ordering at all.

Colour variation between batches

Slight colour variation between production batches is normal in flooring material and is not a defect. We recommend ordering the whole requirement in one go so the finish stays consistent. If a delivery is visibly different from the sample you approved, tell us and we will look at it.

Surplus material

Whether unopened surplus can be returned, and on what terms, is agreed per order and stated on the quotation. Please raise it with us before you order rather than after, so the answer is in writing from the start.

How to make a claim

Send your claim by email or WhatsApp using the contact details on our contact page. Include your order reference, photographs of the material, and a short description of the problem. We will acknowledge it and tell you what happens next.

If we cannot agree

If you are not satisfied with how a claim has been handled, ask for it to be escalated and it will be reviewed by the company's management. Nothing in this policy limits any right you have under Indonesian consumer law.