Refund Policy

Return & Refund Policy

https://iaka.co.id/shop (PT. Istana Alam Kahuripan) (Last updated: July 2026)

At our e-commerce platform (iaka.co.id/shop), PT Istana Alam Kahuripan (IAKA), we are committed to providing high-quality industrial chemical products and engineering services. This Return & Refund Policy is designed to provide clarity and legal protection for you (“Customer”) in every transaction on this e-commerce platform.

1. Terms and Conditions for Returns

Returns are only applicable if they meet the following criteria:

  • The product received does not match the order (wrong product or incorrect specifications sent).
  • The product packaging is severely damaged or leaking upon initial receipt from the courier/logistics provider.
  • The product is proven to have a manufacturing defect or fails to meet the agreed technical specifications (Certificate of Analysis / COA).
  • The return request is submitted within a maximum of 3 x 24 hours from receiving the goods, based on proof of delivery receipt.

2. Non-Returnable Items and Services

For safety reasons, chemical regulations, and quality standards, the following products and services cannot be returned or exchanged:

  • Chemical products whose original seal has been opened, damaged, or shows signs of contamination/use.
  • Chemical products with custom chemical formulations manufactured according to specific customer requests.
  • Engineering or Maintenance Services that have been completed in accordance with the Handover Certificate (Berita Acara Serah Terima / BAST).
  • Product damage caused by improper storage, mishandling, or negligence on the part of the Customer.

3. Return Procedure

  1. Contact our Customer Service team via email at helpdesk@iaka.co.id or WhatsApp at 081188034444 with the subject: [Return Request] – Invoice Number / Order ID.
  2. Attach proof including:
    • Unboxing photos/videos when the package is first opened.
    • Photos of the shipping label and details of the product defect or mismatch.
    • Copy of the Invoice / Proof of Payment.
  3. The IAKA team will conduct a technical verification within 1–2 business days. If approved, we will provide instructions for returning the goods to our operational address in Karawang, West Java.

4. Refund Terms

  • Refund Approval: Refunds will only be processed after the returned goods are received and pass the laboratory/QC inspection by PT Istana Alam Kahuripan.
  • Refund Methods:
    • Payment via Bank Transfer / Virtual Account / E-Wallet: Refunds will be transferred back to the buyer’s bank account within 3–7 business days.
    • Payment via Credit Card / PayPal / Payoneer / Payment Gateway: Refunds are processed through the respective gateway provider. The processing time to credit your account or credit limit depends on the issuing bank’s policy (typically 7–14 business days).
  • Refund Amount: The refund amount covers the price of the goods and taxes paid (11% VAT/PPN), minus gateway administrative fees (if there are specific terms regarding unilateral cancellation by the customer).

5. Return Shipping Costs

  • If the return is due to an error by PT IAKA (defective product or wrong item sent), all return shipping and reshipping costs will be fully borne by PT IAKA.
  • If the cancellation/return is approved upon special request by the customer without any product defect, the shipping costs shall be borne by the Customer.

6. Customer Service Contact

For further inquiries regarding the return policy, please contact us:

  • PT Istana Alam Kahuripan (Head Office)
  • Address: Ruko Gading Elok 1 No. 21, Karawang, West Java 41314
  • Email: helpdesk@iaka.co.id
  • Phone / WhatsApp: (0267) 4871905 / 081188034444
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