Refund Policy
Refund and return policy for goods and services bought on this website, including return windows, who pays return shipping, and how money is sent back.
Refund Policy
Last updated: September 25, 2026
This policy explains what happens to your money when an order goes wrong, and what it costs you to change your mind. It covers both the things this store ships and the services it sells, because the two cannot follow the same rule.
The Principle
Money paid for something you did not receive comes back. Money paid for something you received and simply stopped wanting comes back too, minus what it cost to move it.
That distinction runs through everything below. Where the fault is ours, you are not out of pocket. Where nothing went wrong and the decision is yours, the shipping is yours.
Before You Have Paid
An order that is still awaiting payment can be cancelled by you, from the order page, with no cost and no reason required. The reserved stock goes back immediately.
Do cancel rather than abandon. An order left unpaid holds its stock until the payment window closes, which keeps it from someone else.
After You Have Paid
Once payment is received the order is being prepared, and cancelling is no longer something you can do yourself. Write to us instead, and how far along it is decides what happens:
- Not yet packed: cancelled in full, refunded in full.
- Packed but not collected by the courier: cancelled in full, refunded in full.
- Already handed to the courier: it has to be delivered first, then returned under the section below.
Service orders are treated separately, further down.
Returning Goods
You have seven days from the day a parcel is delivered to tell us you want to return something. The day of delivery is day one, and the courier's proof of delivery is what sets it.
To be returnable an item must come back in the condition it arrived in: unused, unwashed, complete, with its tags and packaging. We are not strict about a carton opened carefully. We cannot accept something that has been worn, altered, or washed.
Tell us before sending anything back. A parcel that arrives unannounced cannot be matched to an order, and we cannot refund what we cannot identify.
Who Pays The Return Shipping
We pay when the fault is ours:
- the wrong item, wrong size, or wrong quantity was sent
- the item arrived damaged or faulty
- the item is materially different from what its product page described
You pay when nothing went wrong and the decision is yours: a change of mind, a size you would rather swap, an item that did not suit. The price of the item comes back in full; the shipping paid to send it to you does not, because that service was performed.
Damaged Or Missing On Arrival
Tell us within forty-eight hours of delivery, with photographs of the item and of the packaging it came in. The packaging matters: it is what distinguishes damage in transit from damage after.
Where a parcel is lost by the courier, or arrives with items missing, we deal with the courier ourselves. You do not have to chase them, and the outcome of that claim does not change what you are owed.
What Cannot Be Returned
- Items made or personalised to your order.
- Items damaged by use rather than on arrival.
- Services that have already been delivered, and any part of a service already performed.
- Costs already paid to third parties on your behalf where the work was done as agreed, such as courier charges on a completed delivery.
Services
Service packages are bought against a written scope and an approval code. They are not shipped, so returning them is not the question; what was done is.
- Cancelled before work begins: refunded in full.
- Cancelled after work begins: the part completed is charged, the rest comes back. You receive what exists at that point, with a note on where it got to.
- Delivered and accepted: not refundable. A disagreement about scope is settled against the written scope, which is what it is for.
Fixing a defect in delivered work is not a refund and is not charged. A new requirement is not a defect, and is quoted on its own.
Failed And Duplicate Payments
A payment that is taken but leaves no order, or the same order paid twice, is refunded in full. You do not need to argue the point; the records on both sides show it.
Tell us as soon as you notice. Some payment channels also reverse these on their own, in which case the money returns to you without our involvement and there is nothing to claim twice.
How The Money Comes Back
Refunds go back to the method the payment came from. A card refund returns to the same card, a virtual account transfer returns to the account it came from, an e-wallet payment returns to that wallet. We cannot send a refund somewhere else, and we will not ask you for bank details you did not already use to pay.
Once approved, allow seven to fourteen working days. The delay is not ours: it is the payment provider and the issuing bank, and card refunds are the slowest of them because they pass through the card scheme.
If your card has expired or been replaced since you paid, the refund still reaches the account behind it. That is handled by your bank.
Before You Raise A Dispute With Your Bank
If you paid by card and something is wrong, write to us first. Almost every case is quicker to settle directly than through a chargeback, which takes weeks and freezes the order while it runs.
A chargeback raised without contacting us is still processed by the bank, and we will answer it with the order record. It does not get you your money faster.
How To Ask For A Refund
Write to sandi@maulanajuhana.com, or message 0811348000, with your order number and what went wrong. Photographs help where the problem is physical.
We will tell you what we owe and why, before any money moves. If a return has to be shipped, we will say where to send it and who is paying for it before you send anything.
Changes
This policy can change. The version that applies to an order is the one published on the day the order was placed, not the one you are reading now.
