Understanding Product Returns in Indonesia
Dietary supplements and wellness products sold by DroVita are classified as food products under Indonesian law (BPOM regulations). In accordance with Indonesian consumer protection regulations and BPOM guidelines, opened or consumed dietary supplement products are generally not eligible for return or refund.
Unopened, unused products in original packaging may be eligible for return within 14 days of purchase, provided they meet all of the following conditions: the product is in its original, sealed packaging; all product seals are intact and unbroken; the product has not been opened, consumed, or used in any way; and the return request is made within 14 days of the purchase date.
Once a product has been opened, even if only partially consumed, it cannot be returned or refunded. This policy exists for food safety and hygiene reasons, as stipulated by Indonesian food safety regulations. This applies regardless of whether the customer is satisfied with the product.
If you receive a product with visible signs of damage or defects that occurred during shipping, please contact DroVita immediately with photographic evidence. We will work with you to resolve the issue. Damage must be reported within 3 days of receiving the product.
If a product is defective or does not meet the specifications as described (such as manufacturing defects), please document the issue with photos and contact DroVita within 14 days of purchase. We will evaluate the claim and determine appropriate resolution.
DroVita's refund policy complies with Indonesian Law No. 8 of 1999 on Consumer Protection and regulations issued by BPOM (Badan Pengawas Obat dan Makanan). Under these regulations, dietary supplements, being food products, follow food safety protocols that limit returns of opened products.
Original shipping costs are non-refundable. Return shipping costs are the customer's responsibility unless the product was defective or damaged due to DroVita's error.
To initiate a return for unopened products or to report defective products, contact DroVita at [email protected] or +62 561 6937 284. Include your order details, purchase date, and reason for the return. We will provide return shipping instructions for eligible items.
DroVita does not offer satisfaction guarantees or guarantees of product effectiveness. Refunds are not issued based on personal dissatisfaction with a product's effects or results. Individual responses to supplements vary significantly and are beyond our control.
Once a returned item is received and evaluated, refunds (for eligible unopened products) are processed within 5-7 business days. Please allow additional time for the refund to appear in your account depending on your financial institution.