Refund and Returns Policy

A. General Terms and Conditions

By using, shopping, and/or registering yourself at store.votrro.com, it means you agree to be bound by and comply with the applicable terms and conditions. These terms and conditions are subject to change at any time and we are not obligated to notify you. These terms and conditions are made for the mutual benefit, to protect the rights and obligations of each party, and are not intended to harm either party.

B. Product Information

By making an online order transaction at store.votrro.com, you are deemed to have understood the product information you are about to purchase. The products available at store.votrro.com are in accordance with the online catalog. We try to present the data as accurately as possible without engineering so that you as the buyer are not harmed. The products available at store.votrro.com are new and original, and are not counterfeit, inferior, or used goods. Color differences in product photos/images that we display at store.votrro.com can be caused by lighting factors and computer monitor settings/resolution, and therefore cannot be used as a reference. Product prices on this site are correct at the time of listing. The prices listed are the prices of the products alone, excluding shipping costs. Shipping costs are calculated automatically (based on prices from expedition services) according to the shipping address you provide during the order transaction.  

C. Ordering and Cancellation

Orders can be made for delivery to all regions served by the expedition service provider chosen by the buyer. To speed up the ordering process, please confirm with our Customer Service after you have placed an order. Information about products and how to shop at store.votrro.com is deemed to have been studied by you in advance. We update product information every beginning of the week. However, if there is a technical error that causes the price, stock, or other information to be incorrect and you have already placed an order, we will inform you and give you the option to continue ordering the product or cancel it. We provide a payment deadline of 2×24 hours since you complete the purchase transaction. If you have not made a payment after this time limit, we may cancel your order. Order cancellations can be made before payment. If you have already made a payment, the order cannot be canceled; you are only allowed to exchange orders with other products according to the amount of payment you have made. Order exchanges will be processed through offline transactions. Please contact our Customer Service by phone or email. (+62 812 8080 5577 or info@votrro.com)  

D. Payment

The currency used for payment is Rupiah (IDR). Payments can be made via ATM, internet banking, mobile banking, cash deposit, or interbank transfer to the bank account that we have informed you through a third-party payment system. Payment is considered complete if we have received the money in accordance with the amount to be paid. Please confirm to us immediately through the Payment Confirmation feature available at store.votrro.com or via chat/phone/WA/email. All fees arising from payment transactions (such as third-party fees, transfer fees, clearing fees, switching fees, etc.) are borne by the buyer. Delays in the interbank transfer process are not our responsibility. Errors in writing accounts and other information or negligence by the bank when you make a payment are not our responsibility.  

E. Shipping

We will send your order as soon as payment is received. The shipping status/tracking number will be informed through the my-account or “My Account” feature at store.votrro.com. If necessary, the shipping tracking number can be informed through your contact information (email/chat). We will send your order to the address you provided during the order transaction. Your error in providing the shipping address that causes the package not to arrive or not received by you is not our responsibility. Delivery is carried out by the expedition service provider that we appoint as we have shown when you make an order transaction. Shipping costs are borne by the buyer. The length of delivery time adjusts to the expedition package you choose during the order transaction. The guarantee of certainty of delivery time is entirely the responsibility of the expedition service provider. Compensation for delays and/or loss of goods is fully subject to the regulations of the expedition service provider. You can monitor the shipping status through the “tracking” service on the website and Call Center of the relevant expedition service provider. You can also ask for our help to find out the shipping status of your order. Once you have received your package, please confirm to us immediately through the Contact Us service or “Contact Us” or our contact information (phone/email) available at store.votrro.com. If you do not confirm receipt of the goods after 7 (seven) days from the estimated delivery time to the destination, then we consider the shipment has been received by you.

E. Product Return

We ensure that your order has been rechecked according to the order data and we pack it well before we send it. Upon receiving the package, you are required to check the condition of the product. If the product you receive does not match the order data or there is a production defect, the product can be exchanged for the same product to us. Shipping/return costs for products that do not match the order or production defects to us are borne by the buyer, while the shipping costs for replacement products to you are borne by us. Notification of receipt of products that do not match the order or production defects we serve no later than 7 (seven) days since you received the product. If within that time limit there is no notification, then the products we send are considered to be in accordance with your order data and are not production defects. The replacement product will be sent to you as soon as we receive and verify the return of the product that does not match the order or production defects from you. Include information about the product you are sending back to us to make it easier for us to verify. If the stock of replacement products is not available in the warehouse, we will send it after the product stock is available again. And if the stock of replacement products has run out, you can exchange it for another product of the same price (or equivalent) or you can request a refund according to the amount you have paid to us. Products that you buy outside of store.votrro.com cannot be returned/exchanged to us.

F. Refund

We will provide confirmation to you in the form of email/WA that we have made a refund. Refunds are only valid for products that you exchange while we cannot send back replacement products to you because stock is out. Refunds are made within 10 working days, starting from the date of the refund agreement. The amount of money returned is in accordance with the amount stated on the invoice for the product,

plus the shipping costs for the exchange/return from you to us; while the shipping costs for the product from us to you cannot be claimed back. Refunds are made by transfer to your account.   Sources and related content