Return policy
Return & Refund Policy
Return Window
You may request a return for eligible items within 30 days of delivery (based on carrier delivery confirmation). Please contact us for authorization before sending anything back.
Fragile decor tip: keep all original packaging (inner foam, double boxes) until you decide to keep the item. Packaging is often required to safely return fragile items.
(1) Eligibility Requirements
- Condition: unused, uninstalled, and in original condition.
- Packaging: original packaging and protective materials included.
- Completeness: all parts/hardware included (especially Wall & Hydroponic kits).
- Proof: order number or receipt from tirtawahyu.com.
What counts as "used" for decor items?
"Used" can include installation, wall mounting, water exposure for hydroponic systems, soil residue in planters, scratches, candle wax, or any signs of wear.
(3) How to Start a Return
- Email support@tirtawahyu.com with your order number and items to return.
- Tell us the reason. For damage/defects/wrong item, include photos of the item and packaging.
- We'll send Return Authorization (RA) and return instructions (address + any customs paperwork guidance).
- Ship using a trackable method and keep your tracking number.
(4) Return Shipping Costs
| Reason | Return Shipping | Notes |
|---|---|---|
| Change of mind / style preference | Customer | Original shipping fees are generally non-refundable unless required by law. |
| Wrong item shipped by us | xtirtawahyu.com (case-by-case) | We will correct via replacement or refund. |
| Defective / damaged in transit (confirmed) | xtirtawahyu.com (case-by-case) | We may offer replacement, return label where available, or refund. |
International duties and taxes
Duties/VAT/import fees paid to local authorities are typically not refundable by us. You may be able to apply for a refund from your customs authority depending on local rules.
(5) Refund Timing
- Inspection: refunds are issued after we receive and inspect the return.
- Processing: typically 5-10 business days after inspection (bank posting may take longer).
- Method: original payment method when possible; otherwise store credit may be offered.
(6) Damaged / Wrong / Missing Items
Please contact us within 7 days of delivery. Include your order number and photos of the outer carton, inner packaging, shipping label, and item(s).