3. RETURNS & REFUND POLICY

Last updated: 2 October 2026

RETURNS & REFUNDS

We want customers to receive products that are in good condition and correspond to what they ordered.

1. Voluntary 14-Day Returns

In addition to rights provided by applicable law, we accept return requests within 14 days after delivery for eligible products.

For a change-of-mind return, the product must:

• Be unused

• Be undamaged

• Be in its original condition

• Include its original packaging and supplied components

Please contact us before returning a product.

2. Used Filters and Opened Cartridges

For hygiene and product-integrity reasons, shower filters that have been used or installed and replacement cartridges that have been opened or used are normally not eligible for change-of-mind returns.

This restriction does not apply where the product is defective, damaged, incorrectly supplied, materially different from what was ordered, or where applicable law provides the customer with a right to return, replacement, refund, or other remedy.

3. Incorrect, Damaged, or Defective Products

Please contact us as soon as possible if:

• You received the wrong product

• The product arrived damaged

• The product has a defect

• The delivered product does not correspond to your order

• There was a material problem with the agreed delivery

• Another legally recognized reason for exchange or cancellation applies

For electronic commerce transactions, applicable Indonesian rules provide consumers with at least two business days after receipt to request an exchange or cancellation in specified circumstances including incorrect or non-conforming goods, certain delivery discrepancies, hidden defects, or damaged goods. Scribd

We may ask for photographs, video, order information, and a description of the issue so that we can investigate.

4. Return Shipping

If a return results from an error by Neutra Bali or from a qualifying damaged, defective, or incorrect product, we will arrange or reimburse reasonable return-delivery costs as appropriate.

For voluntary change-of-mind returns, the customer is responsible for return-delivery costs.

Additional delivery costs resulting from an incorrect delivery address, inability to receive the order, or another issue caused by the customer may be charged to the customer where permitted by law.

5. Refunds

Once a returned product has been received and inspected, we will notify you of the outcome.

Approved refunds will generally be returned using the original payment method where reasonably possible.

For orders paid by cash on delivery or in circumstances where a refund cannot technically be made through the original payment method, we may request Indonesian bank-account information in order to complete the refund.

Banks and payment providers may require additional processing time after we initiate a refund.

6. Order Cancellation

Orders may normally be cancelled before the order has been handed to the courier or otherwise dispatched.

If an order has already been dispatched, our return procedure applies.

7. Mandatory Consumer Rights

This policy provides additional information about our return process and does not exclude or reduce rights or remedies that cannot legally be excluded under Indonesian consumer-protection law.

8. How to Request a Return or Refund

Contact us and provide your name, order details, reason for the request, and any supporting photographs or videos where relevant.

Email: info@neutrabali.com
Phone / WhatsApp: +62 823-4222-9093