Refund & Return Policy
This policy explains when an order placed with PT ICED PACKS PACKAGING through icedpacks.com can be cancelled, returned or refunded. It forms part of our Terms & Conditions. Because every product we make is custom-produced to your artwork and specification, the rules differ from those of a shop selling ready-made goods.
1. Cancellation Before Production
You may cancel an order at any time before production starts and receive a full refund of every amount paid, including quoted orders not yet confirmed. Production starts once you have approved the design proof in writing and payment has been received. To cancel, email [email protected] or WhatsApp +62 821 2374 755 with your order number.
2. Custom-Made Goods — No Refund After Design Approval
All our products are custom-made to your design and cannot be sold to anyone else. Therefore, once the design has been approved and production has started, an order cannot be cancelled, returned, exchanged or refunded for change of mind. An error you approved on the proof (spelling, colour, size, layout) is not a manufacturing defect. The only exceptions are a manufacturing defect or a deviation from the agreed specification (section 3) and damage or loss in transit (section 4).
3. Manufacturing Defect or Deviation from Specification
If your order arrives with a manufacturing defect or does not match the agreed written specification, you are entitled to a remedy. Report it within 14 (fourteen) days of receipt to [email protected], including:
- your order number;
- clear photographs of the defect or deviation;
- photographs of the packaging as received.
We answer every claim within 5 (five) working days. A verified claim is remedied by a free reprint or remake of the affected items, or by a refund of the affected items. If we ask you to send the goods back, we pay the return shipping; otherwise the remedy is given without any physical return.
4. Damaged, Lost or Undelivered Shipments
If a shipment arrives damaged or does not arrive, contact us within 14 (fourteen) days of the expected delivery date. We file a claim with the carrier and, where the damage or loss is confirmed, reprint the order or refund it. The reprint or refund is issued once the carrier claim is resolved and is capped at the value of the order. See also our Shipping Terms.
5. How and When Refunds Are Paid
Approved refunds are sent through the original payment channel — QRIS or bank transfer back to the account the payment came from, or, for payments made through a payment service provider, through that provider to the original payment method — within 14 (fourteen) days of the claim being approved. We never refund to a different account or method than the one used to pay. Crediting by your bank or payment provider may add a few working days.
6. Rights of Indonesian Consumers
For Domestic Transactions this policy does not reduce your rights as a consumer under Law No. 8 of 1999 on Consumer Protection — including the right to correct, clear and honest information; the right to be heard; the right to compensation, damages and/or replacement where goods do not conform to the agreement; and the right to proper dispute resolution — and Government Regulation No. 80 of 2019 on Trading Through Electronic Systems. If a complaint is not settled amicably, you may bring it before the Consumer Dispute Settlement Body (BPSK) of Bandung or the Bandung District Court.
7. International Customers
For International Transactions this policy applies together with clause 16.2 of the Terms & Conditions (Singapore law, SIAC arbitration) and does not reduce any right that cannot be waived under the mandatory law of your country of residence.
8. Contact
PT ICED PACKS PACKAGING · NIB 3006260054071
Gang Pamarhadi No. 100/88A, Kel. Jamika, Kec. Bojongloa Kaler,
Bandung 40232, Jawa Barat, Indonesia
Email: [email protected] · WhatsApp: +62 821 2374 755
