Return & Exchanges Policy

At Pelita Esa Wanua, we prioritize customer satisfaction by ensuring that all of our products meet high-quality standards. However, we understand that issues may arise with your order. To ensure that our customers feel confident in their purchases, we offer a comprehensive return and refund policy. Please read the following guidelines carefully to understand our procedures for returns and exchanges.

1. Eligibility for Returns

You may request a return or refund if your order meets one of the following conditions:

1. Damaged or Defective Items

If the product arrives damaged or faulty, we are happy to assist in resolving the issue. The most common scenarios for product defects include:

The product does not match the description provided on our website (e.g., wrong item, incorrect material, or wrong size).
The product has visible defects such as tears, stains, printing errors, or missing components.
The product is damaged during shipping or has noticeable quality issues upon arrival (e.g., peeling prints after the first wash).
Important Note: If the product is damaged during shipping, we request that you inspect the package carefully upon receipt. If there is visible damage to the packaging, you should immediately notify the courier or refuse the delivery and contact us within 30 days of receipt.

2. Incorrect Item Delivered

If you receive an item that does not match your order (e.g., wrong size, design, or material), you are eligible for a return or refund. We will cover such cases under the following circumstances:

The wrong item was shipped (e.g., wrong size, color, or design).
The product does not conform to the size chart (for example, if the measurements differ by more than 1.5 inches from what is specified on our website).
The material of the product does not match the description (e.g., cotton blend instead of pure cotton).
You received an entirely different product from what was ordered.

3. Order Packaging Issues

If the package you receive is faulty or damaged during the shipping process, and the contents inside are affected, you may return the product. Please be sure to inspect your package upon delivery and report any issues immediately.

2. Non-Eligible Returns

While we strive to accommodate reasonable requests for returns, some cases are not eligible for return or exchange. These include:

Customer Selection Errors: We do not accept returns or exchanges if you selected the wrong size, design, or item at the time of ordering. Please carefully review your order details (size, design, address, etc.) before confirming your purchase.
Used or Washed Items: Products that have been worn, washed, or modified in any way cannot be returned or exchanged unless the issue is a fault from our side.
Missing Tags or Packaging: Items that no longer have their original tags or are not in their original packaging will not be accepted for return.
Minor Imperfections: Items with minor, easily fixable issues (such as loose threads or minor fabric discrepancies) that do not affect the overall functionality of the product are not eligible for return or exchange.

3. Steps to Initiate a Return

To begin the return process, please follow these steps:

1. Contact Customer Support:

Email our support team at Support@Pelitaesawanua.com within 30 days of receiving your product.
In your email, please include the following:
- Your order number and proof of purchase.
- Clear photos of the product showing the issue (damage, defects, wrong item, etc.).
- Photos of the shipping label and packaging.
- If applicable, photos showing the incorrect product dimensions or size.

2. Verification Process:

Our customer support team will respond within 2–3 business days to verify whether your product is eligible for a return or refund.
If your return request is approved, we will provide you with a return address and detailed instructions on how to send your item back to uus.

3. Returning the Product:

Once you have received confirmation from us, pack the item securely and return it using a traceable shipping service to avoid any potential loss during transit.
Please send your return tracking number or a picture of the shipping receipt to our support team to ensure that your return is being tracked.
Important Note: Please do not return any items without receiving confirmation from our customer support team. We cannot be held responsible for lost or unapproved returns.

4. Return Shipping Costs

Customers are responsible for covering the cost of return shipping. This fee is not reimbursed, except in cases where we have shipped the wrong or defective item. We recommend using a trackable shipping service to ensure your return is delivered safely.

5. Refund Process

Once we receive the returned item and verify its condition, we will proceed with your refund. The refund process typically includes the following steps:

Confirmation of Receipt: Once the returned package is received at our facility, we will send you an email confirming that the item has arrived.
Refund Processing:

If the return meets our eligibility criteria, we will issue a full refund for your order, including the original shipping fee you paid.
Refunds will be processed within 2 business days of receiving your return package.
Depending on your payment method and card issuer, it may take 10-15 days for the refund to appear in your account.

3. Tracking Your Refund:

If you haven’t received your refund within the expected time frame, we advise checking your bank account or contacting your credit card company, as the process can take several days to be completed.
If you have done all of this and still haven’t received your refund, please contact us at Support@Pelitaesawanua.com, and we will assist you further.

6. Order Cancellation Policy

You may cancel your order within 6 hours of placing it. After this window, the order may have already been processed, and cancellation will no longer be possible.

If you wish to cancel your order within the allowed time, please email us at Support@Pelitaesawanua.com.
A 10% cancellation fee will apply, which will be deducted from your total order value.

7. Important Notes

30-Day Return Period: Returns and refunds must be requested within 30 days of receiving your product. After this period, your order will be considered accepted, and no further returns or refunds will be processed.
No Exchanges: At this time, we do not offer exchanges for items. Please ensure that you confirm your order details (size, design, etc.) carefully before completing your purchase.
Liability for Return Shipping: If your return package is lost or damaged during the return shipping process, we cannot be held liable, and no refund will be issued. Please use a reliable and trackable shipping method.

We hope this policy helps clarify our procedures for handling returns and refunds. At Pelita Esa Wanua, we strive to offer the best customer experience, and we appreciate your understanding of our return guidelines.

For further questions or concerns, feel free to contact us at Support@Pelitaesawanua.com.