Refund policy
Refund or exchange requests are valid only if they meet the following criteria and procedures:
1. Eligibility for Claims A refund or replacement request may be submitted under the following conditions:
- Incorrect Order: The products received do not match the order details (wrong item type or incorrect quantity).
- Product Damage: Physical damage to the actual product that renders it unusable or compromises its hygiene.
- Severe Packaging Damage: Significant damage to the shipping exterior that results in the product inside being damaged or contaminated.
- Note: Minor damage on the outer shipping box that does not affect the product itself is not eligible for a refund.
2. Reporting Timeline
- Claims must be submitted within a maximum of 48 hours (2x24 hours) from the time the package status is marked as "Delivered" by the courier.
- Reports made after this period will not be eligible for processing.
3. Supporting Evidence (Unboxing Video) To ensure a swift investigation and claim approval, customers are highly encouraged to provide:
- Photos: A clear photo of the shipping label (AWB/Resi) attached to the package.
- Unboxing Video: A continuous, unedited video (no cuts or pauses) starting from the unopened package (showing the intact seal) until the issue/damage is clearly demonstrated.
4. Product Condition
- Refunds are strictly not applicable if the individual product seals or retail packaging have been opened or tampered with by the customer, except where necessary to prove an incorrect item was sent.
- Products must be in their original, clean, and unused condition.
5. Refund Method & Processing
- Refunds are primarily issued in the form of a Store Credit/Voucher, redeemable exclusively on the Wateru official website. Customers may request a refund via bank transfer for defective items or incorrect orders caused by Wateru.
- The refund value will equal the purchase price of the affected product (including shipping fees if the error was solely caused by Wateru).
- Vouchers or funds will be issued to the customer within 7-10 business days after the claim is approved.
- Vouchers are valid for 90 days from the date of issuance.
6. Additional Provisions
- Wateru reserves the right to reject any claim if there are indications of fraud, evidence manipulation, or bad faith.
- Return shipping costs for incorrect or defective items will be covered by Wateru, provided the claim procedure is followed correctly.
7. How to Refund
1. Via Email
- Send an email to ecommerce@wateru.id with the title format [REFUND] + [Name] + [Order number].
- Please fill the form here https://forms.gle/9gsqkYjhgjGkJ6AAA
- Write a short description of the chronology within the email body.
- Attach the photo and video evidence based on the “supporting evidence” point above.
2. Via Whatsapp
- Please contact 081120271554 and briefly explain the chronology and reason to refund.
- Please fill the form here https://forms.gle/9gsqkYjhgjGkJ6AAA
