Returns & Refunds
How cancellations, returns, refunds and marketplace disputes are handled.
1. Scope
This Returns & Refunds Policy applies to purchases made through the Nusatera marketplace. It should be read together with the Marketplace Terms, Terms of Use, Shipping & Delivery Policy and any seller-specific information shown on the relevant product page.
2. Consumer rights
Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded. Where applicable law provides a stronger remedy than this policy, the legal right will apply.
3. When a return or refund may be requested
A buyer may request support where an item is damaged, defective, materially different from its description, incorrect, incomplete, not received, or otherwise eligible under applicable law or the relevant seller policy. Change-of-mind returns are available only where the applicable seller or Nusatera policy expressly allows them.
4. Items with special return conditions
Some items may have restrictions for safety, hygiene, perishability, personalisation, licensing, digital delivery or similar reasons. Any restriction remains subject to rights that cannot lawfully be excluded and should be disclosed before purchase where relevant.
5. How to request a return or refund
Buyers should submit the request through the relevant order or Nusatera support channel and provide the order details, affected item, reason for the request and any reasonably necessary supporting information such as photographs, delivery information or correspondence.
6. Review of the request
The seller is responsible for its product and fulfilment obligations. Nusatera may facilitate the request, request evidence, communicate with the seller, apply marketplace rules and determine the operational next step. The exact seller response standard will be published once the final marketplace service levels are approved.
7. Return authorisation and method
Where a physical return is required, the buyer should follow the return instructions provided through Nusatera or the seller. Buyers should not send an item to an unconfirmed address or use an unapproved method where a specific return method has been provided.
8. Condition and packaging
Where relevant to the reason for return, buyers should return the item, included accessories and packaging in the condition reasonably available to them. A buyer is not expected to restore damage or defects that caused the return request.
9. Return shipping costs
Responsibility for return shipping depends on the reason for return, applicable law and the relevant marketplace or seller policy. Where the return results from an incorrect, defective, damaged or materially misdescribed item, the seller may be responsible for the reasonable return cost. Change-of-mind return costs, where permitted, may be allocated differently and will be disclosed in the applicable policy.
10. Refund method and processing
Approved refunds will generally be returned through the original payment route where practicable. Processing time may depend on the payment method, payment provider and financial institution. Nusatera will publish a specific operational target once the production payment and settlement flow is finalised.
11. Partial refunds and multi-seller orders
A marketplace checkout may contain items from more than one seller. A refund can therefore apply only to the affected item or seller portion while the remainder of the order stays valid. Shipping, discounts, vouchers or promotions may be recalculated where relevant to the refunded portion.
12. Cancellations before fulfilment
Cancellation availability depends on order status, seller fulfilment progress, payment method and applicable law. Where an eligible cancellation is approved after payment has been collected, the related amount will be handled through the refund process.
13. Damaged, defective or incorrect items
Buyers should report these issues as soon as reasonably practicable and retain the item and available packaging until instructions are provided. Nusatera or the seller may request reasonable evidence to assess the issue and determine the appropriate remedy.
14. Disputes and rejected requests
If a buyer disagrees with a seller response or marketplace decision, the buyer may ask Nusatera support to review the matter. Nusatera may consider order records, listing information, tracking, communications and other relevant evidence. This internal process does not remove access to any external remedy available under law.
15. Misuse and fraudulent claims
Nusatera may investigate repeated, inconsistent or suspected fraudulent return or refund activity and may restrict account features where reasonably necessary to protect sellers, buyers or the platform, subject to applicable law.
16. Changes and contact
This policy may be updated as marketplace operations and applicable law develop. Questions or return/refund issues can be submitted through Nusatera support or Contact Us.