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Returns & Exchanges

RETURN & EXCHANGE POLICY

  1. Cash returns or refunds of product/s are only valid if products ordered are out of stock, not as ordered in the invoice or in a faulty condition.  In special cases we might offer you Voucher Code to use in NIU within 1 (one) month from date of validity.
  2. To request for returns/exchanges, please contact our Customer Service via Whatsapp, as soon as possible, within 48 hours after the delivered date of merchandise, and mention your order number. Our Customer Services will verify your order.
  3. When the returns/exchanges request is verified by our team, you can then return the product to our Darmawangsa Square shop.
    • Items must be shipped back for return not more than 5 days after the delivered date of merchandise. Return item/s is to be shipped back to our Darmawangsa Square shop in Jakarta.
    • Shipping and handling costs for returning the item/s will be at the customer’s expense except when the product is faulty or not as ordered.
  4. Conditions for exchange, return / refund :
    • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included. Items received without tags will not be accepted.
    • Footwear, bags and accessories must be returned with the original boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
    • When trying on footwear, please do not mark the soles or damage the shoe box. We recommend you try the footwear on carpeted floor.When trying on clothes, please use protective clothing first and cover your face to avoid having makeup/grease stains on the clothes.
    • SALE items are final and cannot be exchanged or refunded.
  5. Acceptable reason for return / refund:
      • Item is not as stated in the invoice
      • Item does not accurately follow the description or images stated on the product page
      • Item is faulty / in bad condition
  6. Acceptable reason for exchange:
    • Exchanging size/color/style : the item you would like to exchange must be equal or exceed the amount of your current purchase. We do not accept exchanges below the original amount unless in the form of Voucher Code.

Voucher and promotion code used in returned purchase cannot be returned or redeemed for cash or credit.

We will verify and inspect returned products, and reserve the right not to accept the returns under the conditions stated above. NIU reserves the right to refuse an exchange or refund on returned items.

  • In the case of returning due to faulty conditions and voucher credit is not acceptable, we will refund your order with the following options:Voucher Code sent to your contact via CS, to use for shopping at NIU-shop.com that will expire within 1 (one) month from date of purchase.
  • For purchases made using Virtual Account : within 5-7 working days of dispute resolution. You need to provide us with your bank account details.
  • Credit Card Refund : VOID card, available if requests are made within 24 hours of purchase, or REFUND card, processed within 5-7 working days and the amount will be sent back to your card up to 14 (fourteen) days, depending on your billing cycle.
    You can review the status of your order on your account page. The confirmation will also be sent to you via email. Item that has been delivered will be marked COMPLETE, and disputed orders that have been solved will be marked as CLOSED.


    Please do not hesitate to contact our Customer Service for more information

    NIU SHOP RETURN CENTER:

    DARMAWANGSA SQUARE GF UNIT 27-28
    PULO, KEBAYORAN BARU
    JAKARTA SELATAN 12160
    Indonesia

    Email : info@ptprimamoda.com
    Tel : +62 1728 018 28
    Whatsapp : +62 811 1550 259