1. 30-Day Claim & Resolution Policy

You may submit a claim for defective, damaged, or non-conforming items within 30 days of delivery to the destination port or final delivery address. Approved claims will be resolved through repair, replacement, credit note, or partial refund, depending on the nature of the issue.

Claims will only be processed upon verification of the reported issue through photographic/video evidence and, where applicable, physical inspection of the affected item(s).

a. Non-Returnable Items Include:

1. Items showing signs of use, weathering, or exposure consistent with normal outdoor use after delivery
2. Items showing signs of improper, rough, or careless handling/use, or damage that appears to be deliberately caused, as reasonably assessed from the evidence provided
3. Furniture that has been assembled, installed, modified, or refinished by the buyer or a third party
4. Natural characteristics of solid teak wood, including grain variation, color variation, and minor knots, which are inherent to the material and not considered defects
5. Products built to custom specifications, dimensions, or finishes that were confirmed and approved by the buyer prior to production
6. Items already confirmed and approved by the buyer during Pre-Shipment Inspection
7. Free samples, promotional items, or complimentary accessories

b. Return Requirements:

1. Buyers are required to record clear unboxing photos and/or video at the time of delivery, before any item is moved, assembled, or altered, showing the condition of the packaging, container/crate, and each item as received. This documentation is mandatory and must be submitted together with any claim
2. Claims submitted without unboxing photo/video evidence may be declined or delayed, as such documentation is the primary basis for verifying whether an issue occurred during production, packing, or transit
3. Items must remain in the condition received, with original packing materials retained where possible, until the claim is resolved
4. Claims must reference the confirmed Proforma Invoice/Sales Contract, container or AWB/BL number, and Packing List
5. Republic Furniture Indonesia does not accept claims for items that have been repaired, altered, or refinished outside of our facility
6. Physical return of goods to Indonesia is generally not required; resolution is typically handled through documented evidence rather than reshipment of goods

2. Return Process

To initiate a claim within the 30-day window:

1. Contact our Customer Service team with the following details:
   
   1. Unboxing photos and/or video taken at the time of delivery, showing the packaging, container/crate condition, and each item before assembly or handling
   2. Order/Invoice number and Sales Contract reference
   3. Container number or AWB/BL number
   4. Full delivery address and contact information
   5. Description of the issue
   6. Clear photographs and/or video of the affected item(s) and, for transit damage, the packaging and container condition
2. Where applicable, retain the original packing and affected item(s) until our team has reviewed the claim
3. Provide any relevant transit damage notation from the shipping line, freight forwarder, or delivery carrier
4. Our team will confirm receipt of your claim and advise on next steps, including inspection or documentation requirements

Refund Timing:

1. Valid claims will receive a resolution decision (repair, replacement, credit, or refund) within 7–10 business days of receiving complete supporting documentation
2. Approved refunds or credit notes will be issued via the original payment method or applied to the buyer’s account for future orders
3. International bank transfer processing times may cause additional delays outside our control

3. Shipping Fees Responsibility

• Confirmed Manufacturing Defects: Republic Furniture Indonesia bears the cost of repair, replacement parts, or re-shipment of affected items
• Transit Damage: Responsibility follows the shipping terms (FOB, CIF, EXW, etc.) agreed in the Sales Contract, and where applicable, is pursued via marine cargo insurance held by the buyer or our freight forwarder
• Non-Defective or Buyer-Initiated Concerns: As most orders are made-to-order and shipped in full or partial containers, the buyer is responsible for costs associated with claims that are not attributable to a confirmed manufacturing or packing fault

Buyers are responsible for shipping-related costs in the following cases:

1. Change of mind or order adjustments requested after production has commenced
2. Claims submitted without supporting evidence of defect or damage
3. Damage caused by improper assembly, use, or maintenance after delivery
4. Defect claims not confirmed upon our inspection of the evidence provided

4. Important Notes

a. Republic Furniture Indonesia Assumes No Liability For:

1. Damage or deterioration occurring after delivery due to improper assembly, use, or lack of maintenance
2. Loss or damage during onward transit arranged independently by the buyer after final delivery
3. Discrepancies against verbal agreements not reflected in the confirmed Proforma Invoice, Sales Contract, or approved specifications
4. Certification claims (e.g. SVLK, FSC) raised after shipment, as certification documents are issued and verified per shipment/batch prior to dispatch

b. For Shipments Over 10,000 USD:

1. We recommend confirming Pre-Shipment Inspection and requesting a third-party inspection agency for full container verification
2. We recommend securing marine cargo insurance for the full value of the shipment
3. We recommend retaining all Bills of Lading, Packing Lists, and inspection reports for the duration of the claim window

If you have any questions about this policy or need to raise a claim, please contact our Customer Service team promptly. We aim to acknowledge all inquiries within 1–2 business days and will work in good faith with our wholesale and hospitality partners to reach a fair and timely resolution.

This Return Policy should be read together with our Terms & Conditions and the terms of the individual Sales Contract/Proforma Invoice agreed for each order. In the event of any conflict, the terms of the signed Sales Contract or Proforma Invoice shall prevail.