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GENTALA

Returns & Warranty Policy

Last updated: 28 October 2026

This policy explains how to return products and what warranty applies to purchases made on gentala.co.id. It forms part of our Terms & Conditions.

1. Warranty

Products we sell carry a 30-day warranty from the day your order is recorded as received, covering damage or manufacturing defects. The warranty does not cover damage from improper use, accidents, repairs by others, or normal wear, for example a blade that has become dull from use.

2. Who can request a return, and when

  • A return can only be requested for an order that has the status delivered.

  • 30 days from delivery if the reason is a defective or damaged product (warranty).

  • 14 days from delivery for any other reason: wrong item sent, change of mind, or other.

  • Requests outside these limits cannot be processed. The rejection message states the date of the limit.

  • You may return only some of the items in an order. An item that already has an active request cannot be requested again.

  • Inquiry products bought through a quotation follow the agreement written in that quotation.

3. How to request

  1. Open the Track Order page, enter your order number and the email or WhatsApp number you used at checkout, then choose to request a return. You do not need an account.

  2. Select the items and quantities to return, choose a reason (defective or damaged product, wrong item sent, change of mind, or other), and write a short description.

  3. Attach photos. Photos are required for the reasons defective or damaged product and wrong item sent; include the packaging, the product, and the part with the problem.

  4. Once sent, you receive a return reference number. We review requests within 1–2 business days.

4. Review

Every request is reviewed by our team. The result is one of two:

  • Approved: you receive an email with return shipping instructions, the warehouse address, a courier recommendation, and the refund deadline.

  • Rejected: you receive an email stating the reason.

The guideline we use for the refund percentage: 100% for defective products or wrong items; 50% to 90% for change-of-mind returns when the item comes back in reduced condition; no refund when misuse is established.

5. Sending the item back

  • Pack the item securely, with its accessories and, if you have it, the original packaging.

  • For sharp tools we recommend JNE. Other couriers are still accepted.

  • Return shipping cost: paid by the store for defective products or wrong items, and by the buyer for a change of mind or any other reason. You arrange the return shipment yourself.

  • Our warehouse inspects the item after it arrives. Items fit for sale are returned to stock.

6. Refunds

  • The refund base is the amount you paid for the returned items, including tax. If every item in the order is returned, shipping cost is refunded too.

  • The refund amount is the approved percentage of that base.

  • Refunds are completed within 14 days of the approval date at the latest. We process them after the item has arrived and been inspected.

  • Refunds are sent to you by transfer. If we need your bank account details, we will contact you by email or WhatsApp.

  • You receive a confirmation email when the refund is complete.

7. Cancelled orders

A paid order that is cancelled before it ships is refunded in full. An order not paid within 24 hours is cancelled automatically, at no charge.

8. Questions

To ask about the status of a request, contact us through the Contact page or the store WhatsApp, quoting your return reference number.