Refund and Returns Policy – Agro Intan Lestari

Return and Refund Policy – Agro Intan Lestari Global Trading

Thank you for choosing our products. At Agro Intan Lestari, we are committed to delivering premium quality spices and coffee to customers worldwide. Because these products are perishable or agricultural, please read our return and refund policy to learn how we handle damaged, defective, or incorrect shipments. This policy explains how we’ll make it right.

1. General Policy

Due to the nature of our products (agricultural, food-grade, and consumable goods), all sales are considered final. We do not accept returns or exchanges once items have been shipped, except in cases where the product is damaged, defective, contaminated, or incorrect upon arrival.

2. Return Eligibility

A return request may be considered eligible under the following conditions:

The product received is damaged, spoiled, contaminated, or defective.
The product received does not match the order (wrong item or wrong quantity).
The issue is reported within 48 hours of delivery.
The product remains in its original, unopened packaging.
Clear photo or video evidence is provided.

Returns will not be accepted if:

The product has been opened, used, or repackaged.
The issue is reported within 48 hours of receiving your order
The product variations (color, texture, aroma, moisture levels) fall within natural variations of agricultural goods.
Products with minor external packaging damage that does not affect quality.

3. Refund Policy

Refunds are only issued after the issue is verified by our team. Refunds apply only if:

The delivered product is incorrect, defective, contaminated, or not as described.
The product cannot be replaced due to stock or shipping constraints.

Approved refunds will be processed through:

Bank transfer
or
The original payment method
Refund processing time: 7–14 business days after approval. Processing time may vary depending on your bank or payment provider.

Important:

Shipping fees are non-refundable.
Down payment are non-refundable.
Refunds will not be granted for customer errors, such as ordering the wrong product, delays caused by customs, port operations, or international logistics or changing preferences after the order has been shipped.

4. Return and Refund Request Procedure

To request a return or refund, please follow these steps :

Contact us within 48 hours of receiving the product.
Provide your invoice number, description of the issue, and clear photo/video evidence.
Our team will review your request within 3–5 business days.
If approved, we will process a refund, replacement, or credit.
Products must be returned in their original condition and packaging.
Once the return is received and verified, your refund will be issued within 7–14 business days.

5. Shipping Cost

To request a return or refund, please follow these steps:

If the issue is caused by our error (wrong item, damaged, or defective product), we cover the return shipping cost.
If the return is due to any other reason, the buyer is responsible for return shipping

6. Order Cancellations

Orders can only be cancelled before shipment. Once products are dispatched, the order is final and cancellations are not possible.

7. Contact Information

If you have any questions or need assistance with a return or refund request, please contact us:

Email: agrointanlestari@gmail.com
Phone/WhatsApp: +62 812-8589-9118
Address: Surabaya, Indonesia

Support

Get in touch

(+62) 81285899118

agrointanlestari@gmail.com