Returns & Refund Policy

1. Policy principles

We want every product received to match the order and be fit for delivery. This policy applies to purchases made directly through Resindo and preserves all consumer rights provided by Indonesian law.

2. Eligible returns

A request may be submitted when a product differs from the order, package contents are incomplete, the product is damaged on arrival or initially non-functional, it is expired where applicable, or it has a provable hidden defect not caused by misuse.

Report visible damage, missing items, or an incorrect shipment as soon as possible and no later than 2 × 24 hours after receipt. Report an initially hidden functional defect within 7 calendar days, without limiting applicable warranty rights.

3. Non-returnable products

For hygiene, safety, and medical-device integrity, change-of-mind returns cannot be accepted for opened or used masks, cushions, nasal pillows, tubing, filters, wipes, face/airway-contact components, consumables, personal products, custom orders, or specially programmed/configured items.

Products damaged by negligence, impact, liquid, unauthorised modification/installation, misuse, or with mismatched serial numbers are also excluded. These exclusions do not apply to proven defects, damage on arrival, incorrect supply, or other non-excludable legal rights.

4. Order cancellation

An order may be cancelled before processing or dispatch. After dispatch, it is assessed as a return. Costs already incurred for custom orders, completed services, or shipping may be taken into account where legally permitted and previously disclosed.

5. How to submit a claim

1. Contact WhatsApp +62 858-8000-8259 or reception@resindo.com.
2. Provide the order/invoice number, product, serial number where applicable, reason, and photos or video of the product and packaging.
3. Wait for return approval before dispatching the item.
4. Pack it securely with accessories, manuals, gifts, and original packaging.

6. Assessment and resolution

We inspect condition, serial number, completeness, and likely cause. Depending on the assessment, stock, warranty, and law, resolution may include repair, component replacement, unit exchange, store credit, or refund. Reasonable return shipping is covered for an approved claim caused by Resindo error or a defect on arrival.

7. Refund processing

Approved refunds are sent to the original payment method or a verified bank account. Our internal target is 7–14 business days after assessment, although the bank or payment provider may require additional time.

Shipping or completed-service costs may be deducted only when disclosed, agreed, and legally permitted. No deduction applies to Resindo error or a product proven defective on arrival.

8. Warranty after the initial return period

Issues arising after the initial reporting period are handled through the relevant manufacturer/distributor warranty when eligible. Warranty resolution may involve inspection, repair, or replacement and does not always entitle the customer to a refund.

9. Returns assistance