Refund Policy

1. Refund Eligibility

• Shipping Overcharge: System errors or miscalculations — difference refunded.
• Duplicate Payment: Fully refunded.
• Service Not Rendered: Full refund if we fail to provide paid service.
• Lost or Damaged in Our Warehouse Custody: Uninsured: lesser of declared value or USD 100 per package. Insured: per insurance terms. See Terms of Service §5 for full details.

2. Where Your Refund Goes

For an approved refund you choose the destination:

• Account balance (wallet): instant and fee-free — the full approved amount is credited to your IndoShip balance, spendable on any service.
• Original payment method: processed within 5–7 business days, net of the payment processor's non-recoverable fee. Payment processors do not return their fees when a charge is refunded, so that portion cannot be recovered.

Refunds are only ever made to your account balance or the original payment method — never to a different card, account, or address.

Cryptocurrency payments

Cryptocurrency transactions are irreversible and our crypto processor does not support refunds in kind. Approved refunds for crypto-paid orders are issued as account balance credit at the USD amount originally charged.

3. Refund Process

1. Submit Request: Email support@indoshipglobal.com with order number, description, and evidence.
2. Review: Our team reviews within 3–5 business days.
3. Decision: Notification via email. If approved, your refund is issued to your account balance (wallet) — instant and fee-free, spendable on any IndoShip service. Refund to the original payment method is available on request, net of the payment processor's non-recoverable fee.
4. Issuance: See timeframes below.

4. Refund Timeframes

5. What Is Refundable, and When

• Personal Shopper — before we purchase from the seller: full refund.
• Personal Shopper — after we purchase: the item cost is refundable only to the extent recovered from the seller or platform (see Personal Shopper Terms); shipping charges not yet used are refundable.
• Personal Shopper — item not as the seller described: refundable only if you answer our condition report within 24 hours and we then recover from the seller. After 24 hours of no reply the item counts as accepted and is not refundable — see the 24-hour condition window. If the mismatch was our purchasing error, this window does not apply and you are refunded in full.
• A package you bought yourself that never reached us: not refundable by us — we were not the buyer and paid the seller nothing. We give you our inbound log and photographs so you can claim from the seller or their courier. See Before a package reaches us.
• Shipping order — before dispatch: full refund of shipping charges (net of processor fee if refunded to the original method).
• Shipping order — after carrier acceptance: not refundable; loss or damage in transit follows the carrier claims process (see Carrier Liability, Loss & Damage in our Terms).

6. Not Refundable

• Service fees for services already performed (photo verification once photos are taken, repacking once done, handling once processed).
• Insurance premiums once the shipment is dispatched.
• Storage extension fees once the extension period has started.
• Weight-adjustment balances for shipments already dispatched at the corrected weight.
• A Buy-for-Me item whose condition report went unanswered for 24 hours. The seller's return window closes while we wait, so the item ships as ordered and the cost is not recoverable.
• Anything you bought yourself and sent to your warehouse address that never arrived, arrived short, or arrived damaged by the domestic courier. We hold no order and no payment with that seller, so there is nothing for us to reclaim or refund.
• Customs duties & taxes.
• Packages containing prohibited items.

7. Damaged or Lost Packages

Before it reaches our warehouse

• Our custody — and our liability — begins when we log a package in at the warehouse. Nothing before that is ours to refund.
• For a package you ordered yourself, the seller and their domestic courier are the ones who owe you. Tell us anyway: we will search the inbound log and the unmatched-parcel shelf, and give you a written statement of what we received and when, plus arrival photos, to file with your claim.
• For a Buy-for-Me item, we are the buyer of record. If the seller never delivers it to us, we open the platform dispute ourselves and remit everything we recover.

While in our warehouse custody

• Document damage with photos. Report within 7 days of receiving your package from us.
• Uninsured: lesser of declared value or USD 100 per package. Insured: per insurance terms.

In carrier transit

• Once the carrier accepts your shipment, loss, damage, and delay are governed by the carrier's own terms and liability limits, not ours.
• We file the carrier claim on your behalf at no charge. Your refund equals what the carrier pays out, plus a refund of our service fee for the affected shipment.
• Confirmed after 21–45 days of no tracking updates (carrier-dependent).

8. Personal Shopper Refunds

• Before Purchase: Full refund including service fee.
• After Purchase: Item cost is refundable only to the extent recovered from the seller or platform; shipping charges not yet used are refundable. See Personal Shopper Terms.
• Seller Failed to Deliver: If a seller fails to deliver your item to our warehouse after we have paid, we pursue a refund through the platform's buyer-protection process and remit the full amount recovered to you. Refund timelines depend on the platform's own process.
• Wrong Item (Our Error): Full refund or correct item procured.
• Returns & Exchanges: Only available where the seller or platform accepts them. A handling fee applies, return shipping is billed at cost, and your refund equals what the seller actually remits.
• Counterfeit Goods: Where an item proves to be counterfeit, your claim is against the seller and we provide our evidence to support it. Any customs seizure, destruction, fine, or storage cost arising from counterfeit or IP-infringing goods is not refundable by us.
• Not as described on arrival — your 24-hour window: if the item that reaches our warehouse does not match the listing, we email you the report and post the photographs to your dashboard, and you choose within 24 hours whether we return it to the seller or ship it as it is. No reply inside 24 hours means the item is accepted and forwarded, and the item cost is then not refundable — the seller's return window has run out by then and there is nothing left for us to recover. Ask us before the deadline and we can extend the window once, where the seller's own window allows it. The send time and your reply time are both stamped on your request. See Personal Shopper Terms.
• Our Purchasing Error: if we bought the wrong item, variant, or quantity, the 24-hour window does not apply. Full refund, or the correct item at our cost, whenever you tell us.
• Payment Before Purchase: We place no order with a seller until your payment has cleared.
• Identity Verification above USD 300 on PayPal: PayPal Buy-for-Me orders above USD 300 need an approved identity verification before we buy, and the name on the ID must match the PayPal account paying. A verification that is refused is not a charge — nothing has been taken, so there is nothing to refund; the request stays open on any other payment method. If you already paid and we then decline the order, you are refunded in full, because we place no order with a seller before that check clears. See Personal Shopper Terms.

9. Wallet Top-up Refunds and Anti-Money-Laundering

Funds you add to your IndoShip wallet are credit toward IndoShip services. The wallet is not a stored-value account or money transmitter service — there is no "withdraw to bank account" option, and we do not transfer wallet funds to any account other than the one that originally paid in.

Wallet top-up refunds follow different rules from service and order refunds. The sections above govern refunds of shipping charges, Personal Shopper purchases, and package services. Wallet top-ups are refunded under the rules in Terms of Service §3 (see "Top-up Refunds"), which are:

If you topped up by mistake

• Within 30 days: Email support@indoshipglobal.com with your top-up transaction ID. We reverse the charge via the original payment method back to the same card, PayPal account, or crypto address that paid in. Processing fee up to 5%. Refunds over USD 500 require photo-ID matching the original payer.
• 30 to 180 days: Wallet credit only, no cash refund. Credit remains spendable on any IndoShip service indefinitely during this window.
• After 180 days of account inactivity: Unused balance is forfeit per our dormancy policy.

What we will not do

• Refund to a different card, bank account, PayPal account, or crypto address than the one that originally paid (regardless of who is asking).
• Process refunds for accounts showing rapid top-up/refund cycles, multiple payers on one account, chargebacks in the past 90 days, or other red flags.
• Bypass our identity verification for amounts over USD 500.

Reporting

Per Bank Indonesia regulations and Indonesia's AML/CTF Act (UU 8/2010), we monitor for and report suspicious transaction patterns to PPATK (Pusat Pelaporan dan Analisis Transaksi Keuangan). Customers identified as potential AML risks may have their accounts frozen pending investigation. This is non-negotiable and we cannot make exceptions.

10. Dispute Resolution

Reply to the decision email with "Escalation Request" for senior review (5 business days). Further disputes: see Terms of Service §11.

Please contact us before opening a chargeback or payment dispute — we answer every payment question, and most are resolved within 2 business days from the evidence we keep. While a dispute is open we hold pending shipments, suspend further orders on that payment method, and freeze wallet credit funded by the disputed payment. Goods remain our property until payment is final and has not been reversed. See Payments & Pricing.

11. Contact Us

• Email: support@indoshipglobal.com
• Live Chat: Available via our website
• Hours: Monday – Friday, 09:00 AM – 09:00 PM WIB