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PT AWAN CEMERLANG TEKNOLOGI
GADING KIRANA TIMUR A.11/15, Desa/Kelurahan Kelapa Gading Barat, Kec. Kelapa Gading, Kota Adm. Jakarta Utara, Provinsi DKI Jakarta
Refund and Returns Policy
This is a sample page.
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refund and Return Policy
1. General Principles
Due to the nature of digital products and instant services, all transactions processed through our platform are considered final. Once a top-up, utility payment, or digital voucher has been delivered or processed, it cannot be “returned” or “exchanged.”
2. Non-Refundable Transactions
Refunds will not be issued for the following circumstances:
- User Error: Entering the wrong Phone Number, Game ID, Meter Number, or Account ID.
- Change of Mind: Deciding you no longer want the product after the transaction is successful.
- Promotion Misinterpretation: Failure to apply a discount code or misunderstanding the terms of a specific event.
- Account Issues: If the user’s game account or e-wallet is banned, suspended, or restricted by the third-party provider.
3. Eligibility for Refund or Redelivery
We will only consider refund or redelivery requests under the following conditions:
- Transaction Failure: The payment was successfully deducted from your account, but the product/service was not delivered within 24 hours due to a system error.
- Out of Stock: The specific item or denomination purchased is no longer available.
- Duplicate Charges: System glitches resulting in multiple charges for a single intended transaction.
4. Reporting Issues
If you encounter an issue, you must contact our Customer Support team within 48 hours of the transaction. Please provide:
- Transaction ID / Order ID
- Proof of Payment
- Screenshot of the error or the account status
5. Processing Time
- Investigation: We require 1–3 business days to verify the status of the transaction with our Indonesian providers (Telkomsel, PLN, Moonton, etc.).
- Refund Method: Approved refunds will be credited back to your Original Payment Method or as Store Credit (Wallet Balance), depending on the circumstances.
- External Fees: Please note that any admin fees or payment gateway surcharges incurred during the initial purchase are generally non-refundable.
6. Service Interruptions
We are not responsible for delays caused by third-party provider maintenance (e.g., PLN “Offline” hours or Game Server maintenance). In such cases, the transaction will be processed automatically once the provider’s service resumes.