Refund Policy

Last Updated: March 28, 2026

Scope and General Provisions

  1. This Return & Refund Policy ("Policy") applies to all purchases of physical products made through the Raja Susu mobile application, rajasusu.com, physical retail stores, marketplaces, or any other official sales channels operated by PT William Perkasa ("Seller").
  2. This Policy forms an integral part of the agreement between the Seller and the Customer and shall become effective from the date of purchase or the date the Customer receives the product, whichever is applicable.
  3. By purchasing products from the Seller, the Customer acknowledges that they have read, understood, and agreed to be bound by this Policy.

Consumer Rights Under Indonesian Consumer Protection Law

  1. Customers are entitled to receive products that conform to the descriptions, specifications, quality, quantity, and functionality as represented by the Seller.
  2. The Seller shall be responsible for products that are damaged, defective, incomplete, or not in accordance with the Customer's order at the time of delivery.
  3. Pursuant to Law of the Republic of Indonesia No. 8 of 1999 concerning Consumer Protection, Customers may be entitled to replacement, repair, or refund for products that do not comply with the applicable standards or contractual obligations. Unfair standard contractual clauses that unlawfully limit consumer rights are prohibited under applicable Indonesian laws. This Policy is intended to comply with those legal principles.

Definitions

  1. Return means a request submitted by the Customer to return a purchased product to the Seller for a legitimate reason as set forth in this Policy.
  2. Refund means the reimbursement of part or all of the purchase price previously paid by the Customer, whether by cash, bank transfer, voucher, or any other payment method approved by the Seller.
  3. Defective Product means a product that is physically damaged or fails to function properly upon receipt by the Customer.
  4. Incorrect Product means a product that differs from the item ordered by the Customer, including but not limited to its type, size, quantity, model, or variant.

Return & Refund Eligibility

  1. A Return and/or Refund request may only be submitted if one or more of the following conditions apply:
    1. The product is damaged or has a manufacturing defect.
    2. The product was damaged during shipment.
    3. The product delivered does not match the Customer's order.
    4. The product is incomplete or missing components.
    5. The incorrect product was shipped due to an error by the Seller or its authorized delivery partner.
    6. Submission of an unboxing video is mandatory.
  2. Return and/or Refund requests shall not be accepted if:
    1. The product has been used, altered, or damaged due to misuse or negligence by the Customer.
    2. The original packaging, labels, seals, or serial numbers have been removed or are missing without a valid reason.
    3. The product is customized, made-to-order, or designated as a Final Sale item.
    4. The request is submitted after the applicable submission deadline.

Return & Refund Submission Period

  1. A Return and/or Refund request may only be submitted after the order status is marked as Completed, and no later than three (3) business days from the date the Customer receives the product.
  2. Requests must be submitted through the Raja Susu mobile application via:

Orders → Select Order Number → Return Product

Return & Refund Procedure

  1. To submit a Return and/or Refund request through the mobile application, the Customer must complete the Return Request Form by providing the following information:
    1. Request Type: Refund
    2. Product to be returned
    3. Reason for the return
    4. Supporting information or documentation requested in the form
  2. The available return reasons include:
    1. Wrong Product Description
    2. Wrong Product Order
    3. Damaged During Shipping
    4. Defective
    5. Does Not Work Properly
  3. Once the form has been submitted, the request status will change to Pending Verification.

Verification Process

  1. The Seller's Customer Service or Administration Team will review and verify the Return and/or Refund request within one (1) to three (3) business days after the completed request has been received.
    During the verification process, the Seller reserves the right to request additional information or supporting documentation from the Customer.
    The verification outcome shall be one of the following:
    a. Approved
    If the request is approved:
    • The Customer will receive a notification through the mobile application.
    • The Customer must return the product to the address designated by the Seller.
    • The Customer must update the shipment status by selecting "Send Package" within the application.

b. Rejected
If the request does not satisfy the eligibility requirements, the Seller will notify the Customer of the reason for rejection through the application.
The Customer may submit a new Return request provided that the applicable submission period has not expired and all required information has been completed.

Product Return Shipment

  1. Once the Return request has been approved, the Customer must return the product in:
    1. Complete condition;
    2. The same condition as when the Return request was submitted; and
    3. Packaging suitable for safe transportation.
  2. Return shipping costs shall be borne by:
    1. The Seller, where the Return is due to the Seller's error, including defective products, damaged products, or incorrect shipments.
    2. The Customer, where the Return is not caused by any fault of the Seller.

Product Inspection and Refund

  1. Upon receipt of the returned product, the Seller will inspect the product to verify that it complies with the approved Return request.
  2. If the inspection confirms that the product satisfies the applicable Return requirements, the Refund will be processed through the Seller's internal procedures.
  3. Refunds will be processed within a maximum of seven (7) business days after the returned product has been received and approved.
  4. Refunds will generally be issued using the original payment method. Where this is not feasible, the Refund may be made by bank transfer to the account designated by the Customer during the Return request process.

Refund Rejection

  1. The Seller reserves the right to reject any Return and/or Refund request if:
    1. The returned product does not match the information provided during the Return request;
    2. The product has been used, modified, or damaged due to the Customer's actions;
    3. The product is not returned in accordance with the prescribed procedures; or
    4. The documents or information provided are inaccurate, incomplete, fraudulent, or cannot be verified.
  2. The Seller will notify the Customer of the rejection together with the reason(s) for such decision.

Additional Provisions

  1. Nothing in this Policy shall limit or waive any rights afforded to Customers under the applicable laws and regulations of the Republic of Indonesia.
  2. PT William Perkasa reserves the right to amend or update this Policy at any time to reflect changes in operational practices, business requirements, or applicable legal obligations. Any updates will be published through the Raja Susu mobile application, website, or other official communication channels.
  3. Any dispute arising out of or relating to this Policy shall first be resolved through good-faith consultation and amicable settlement. If no mutual agreement can be reached, either party may pursue dispute resolution in accordance with the laws of the Republic of Indonesia.

Official Contact Information

If you have any questions regarding this Return & Refund Policy, please contact:

PT William Perkasa (RAJASUSU)
Office Address: Kawasan Semanan Megah Kav.3 No 2, Jl. Daan Mogot KM 18, Kalideres, Jakarta Barat, DKI Jakarta 11850
Email: admin@rajasusu.com
Phone / WA: 087828558108