Home  /  Returns Policy

Returns policy

In wholesale, returns are the exception, not the rule. This policy states exactly when we accept them, and under which conditions.

Last updated: 1 August 2026

1. Scope and principle

This policy applies to all goods sold by PT Indonusa Pangan Nusantara. Wholesale sales are final. Goods are accepted back only in the situations listed in section 3, under the procedure in section 4, and under no other circumstances. Nothing in this policy creates a general right of return.

2. Inspection on delivery

The basis of every return claim is the delivery record. The buyer shall inspect goods at the moment of delivery, count outer cartons against the delivery document, and note any shortfall or visible damage on that document before signing. A delivery document signed without remarks is conclusive evidence that the consignment was received complete and outwardly undamaged.

3. Eligible and ineligible returns

We accept returns only on the following grounds:

  • Goods delivered that differ from the order confirmation (wrong article, size or quantity attributable to us);
  • Transport damage recorded on the delivery document at the time of delivery;
  • Manufacturing defects discovered within five (5) working days of delivery, or within the product warranty period for warranted goods.

The following are never grounds for return:

  • Overstock, slow rotation, seasonal leftovers or a change in the buyer's demand;
  • Ordering errors made by the buyer after confirmation;
  • Price movements after the date of the order confirmation;
  • Goods specially sourced, imported or manufactured against the buyer's specification;
  • Pharmaceutical goods and chemical products, once they have left our custody, are strictly non-returnable except for a documented delivery error on our side, in unbroken original packaging.

4. Authorisation (RMA) is mandatory

No goods may be sent back without a written Return Merchandise Authorisation (RMA) issued by our trade desk. Requests must be made in writing within the windows in section 3, and must include the invoice and delivery document references, batch or lot numbers where applicable, quantities, the reason for the claim, and photographs of the goods and packaging.

Unauthorised shipments are refused at the door or held at the buyer's cost and risk. An RMA number authorises the return of the specific goods and quantities listed on it, nothing else, and expires ten (10) working days after issue.

5. Condition of returned goods

Except for defect claims, returned goods must be unused, unmarked, in intact original packaging with seals and labels unbroken, and in full outer-carton quantities. Broken case quantities, price-labelled units and repackaged goods are not accepted. Goods must be returned with all documentation, accessories and promotional materials originally supplied.

6. Inspection and remedy

All returns are inspected on receipt at our nominated location. Where a claim is upheld, the remedy is at our election: replacement of the goods, rectification, or a credit note applied against current or future invoices. Credit notes are not paid out in cash. Where inspection does not confirm the claim, the return is rejected; rejected goods are held for ten (10) working days for collection at the buyer's cost, after which we may dispose of them and charge the costs of handling and disposal.

7. Costs

For upheld claims attributable to us, we bear the reasonable and pre-agreed cost of return transport. In every other case the buyer bears the freight in both directions, and any return we accept in goodwill is subject to a restocking charge of twenty percent (20%) of the invoice value of the returned goods, with a minimum charge stated on the RMA.

8. Warranty goods

For goods carrying a manufacturer's warranty, warranty claims after the delivery-inspection window follow the manufacturer's warranty procedure. We will identify the responsible service channel and, where agreed, assist with the logistics of the claim; we do not duplicate the manufacturer's warranty.

9. Relationship to law and contract

This policy forms part of our general terms of trade. It does not limit any right granted by mandatory Indonesian law that cannot be excluded by agreement. Where a signed contract between the parties contains different return provisions, the contract prevails.