Refund Policy

Last updated: January 2025

1. General Policy

DimVital is committed to customer satisfaction. This Refund Policy outlines our procedures regarding returns, refunds, and product exchanges for items purchased through our website.

2. Important Notice on Dietary Supplements

Under Indonesian regulation and international food safety standards, dietary supplements are classified as food products. Due to health and safety requirements, opened or used supplement products cannot be returned for refund or exchange.

3. Unopened Products

Unopened and unused products in their original packaging may be eligible for return within 14 days of purchase, provided:

• The product is unopened and in original condition
• Packaging and seals are intact and undamaged
• All documentation and certificates are included
• The request is made within 14 calendar days of delivery

4. Return Process for Unopened Items

To initiate a return for unopened products:

• Contact us at [email protected] with your order number and reason for return
• Await authorization and return shipping instructions
• Ship the product back to us in original packaging at your expense
• Upon receipt and verification, we will process your refund

5. Refund Amount

Approved refunds will be for the product purchase price only. Shipping costs, handling fees, and taxes are generally non-refundable unless the return is due to our error.

6. Opened or Used Products

Due to health and safety regulations and the nature of dietary supplements, opened, partially used, or consumed products cannot be returned, exchanged, or refunded under any circumstances.

7. Defective or Damaged Products

If you receive a damaged, defective, or incorrect product, please contact us immediately with photographic evidence. We may replace the item at no additional cost or issue a refund at our discretion.

8. Refund Timeline

Approved refunds are processed within 7-10 business days of receiving and verifying the returned product. Refunds are credited to your original payment method. Please allow additional time for your financial institution to process the credit.

9. Non-Returnable Items

The following items are non-returnable:

• Opened, used, or partially consumed products
• Products where the seal or safety seal has been broken
• Items purchased on clearance or final sale
• Customized or special order items
• Products damaged due to customer mishandling

10. Defects and Damage

Claims for defective or damaged products must be made within 7 days of delivery. Provide photographic evidence and description of the defect. We will work with you to resolve the issue.

11. Exchanges

We do not offer exchanges. For unopened products, you may request a refund and then place a new order for a different item.

12. Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to our error, damage, or receipt of an incorrect item.

13. Product Discontinuation

If a product is discontinued, we cannot guarantee its availability for ordering. Refunds will be processed for valid requests on discontinued items.

14. Regulatory Compliance

This Refund Policy complies with Indonesian consumer protection regulations and food safety requirements (Law No. 8 of 1999 on Consumer Protection).

15. Exceptions

We reserve the right to make exceptions to this policy in cases where the customer has made a good-faith error or where exceptional circumstances apply. Contact us to discuss individual situations.

16. Contact Information

For return authorizations or refund questions:

• Email: [email protected]
• Phone: +62 21 6958 2417
• Address: Jl. Gatot Subroto No.77, South Jakarta 12930, Indonesia

17. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes are effective immediately upon posting. Refunds requested after policy changes will be subject to the updated policy unless otherwise specified.