Refund and Return Policies

Effective Date: 19 November 2024

Rivalve Lab Manufacturing values the trust our partners place in us to deliver high-quality furniture products. We strive to ensure every shipment meets your expectations. However, we understand that issues may occasionally arise. This policy outlines the terms and conditions for refunds and returns.

1. Eligibility for Refunds and Returns

Our refund and return policies apply to all products shipped directly to manufacturers or distributors via containers. Refunds or returns are eligible under the following conditions:

    • Damaged Products: Items that are damaged during transit.
    • Defective Products: Items with manufacturing defects.
    • Incorrect Orders: Products that do not match the agreed-upon specifications or purchase order.

2. Conditions for Returns

To be eligible for a return:

    • The issue must be reported within 7 business days of receiving the shipment.
    • Products must remain in their original condition and packaging.
    • Documentation, such as photos of the damage or defect and the Bill of Lading (BOL), must be provided to support the claim.

Non-Returnable Items

    • Custom or made-to-order products cannot be returned unless they are defective or damaged.
    • Items not stored or handled according to agreed storage guidelines are not eligible for returns.

3. Refund Process

Refunds are provided based on the following terms:

    • Full Refund: If the damage or defect renders the product unusable.
    • Partial Refund: If the product can still be used with minor adjustments or repairs.
    • Refunds are processed after the returned items are inspected and approved by our quality control team.

Refunds will be issued as:

    • Credit Notes: For future orders.
    • Direct Payments: To the original payment method, upon request.

4. Return Shipping Responsibility

    • Rivalve Lab Manufacturing will cover the return shipping costs for approved claims related to damage, defects, or incorrect shipments.
    • For other cases, return shipping costs will be the buyer’s responsibility.

5. Inspection Upon Delivery

To minimize disputes, we encourage all clients to inspect shipments upon delivery. If damage is detected:

    1. Note the issue on the delivery receipt.
    2. Take detailed photos of the container seal, damaged items, and packaging.
    3. Contact our customer service within 24 hours.

6. Claims Process

To initiate a claim:

    1. Email us at refund@rivalvefurniture.com or call (+62) 271-789-2471.
    2. Provide:
      • Purchase order number.
      • Detailed description of the issue.
      • Supporting evidence (photos/videos).
    3. Our team will review your claim within 5 business days and provide a resolution.

7. Disputes

If a resolution cannot be reached, disputes will be handled in accordance with the governing laws of Indonesia.

8. Exclusions

We are not responsible for issues caused by:

    • Mishandling of goods after delivery.
    • Delays or damages caused by third-party shipping companies not contracted by Rivalve Lab.

9. Contact Information

For further inquiries, please contact:

We are committed to working with you to ensure smooth operations and long-term partnerships. Thank you for choosing Rivalve Lab Manufacturing!