TSM IMPAX INDONESIA

Refund and Returns Policy

Effective Date: 02/Dec/2025

Thank you for shopping with TSM IMPAX. We are committed to providing high-quality products and a smooth purchasing experience. This Refund & Returns Policy explains how returns, replacements, cancellations, and refunds are handled for all orders placed on our website.

1. Eligibility for Returns

We accept returns under the following circumstances:

  • The product delivered is damaged, defective, spoiled, or incorrect.

  • The return request is made within 3 days of receiving the order.

  • The item is in its original packaging, unopened, and unused.

Because we deal with consumable products, we cannot accept returns based on taste preference, change of mind, or incorrect quantity ordered.

2. Non-Returnable Items

Due to hygiene and safety concerns, the following items cannot be returned:

  • Opened or used food products

  • Items with tampered or missing packaging

  • Products damaged due to improper storage after delivery

  • Any item returned without a valid reason (e.g., “changed my mind”)

3. Damaged, Defective, or Wrong Product

If you receive a damaged or incorrect item:

  1. Take clear photos/videos of:

    • The outer packaging

    • The product

    • The issue (damage, wrong item, etc.)

  2. Email us at tsmimpaxindonesia@gmail.com

  3. Our support team will verify and arrange a replacement or refund.

We aim to resolve such issues quickly and fairly.

4. Replacement Policy

A replacement is provided when:

  • The delivered item is damaged or incorrect

  • The replacement request is made within 3 days

  • The same product is available in stock

If the product is unavailable, we may offer:
✔ An alternative item
✔ A full refund
✔ A credit for future purchases

5. Refund Policy

Refunds are issued under these conditions:

  • A replacement cannot be fulfilled

  • The order is cancelled before dispatch

  • The delivered product is damaged or incorrect and cannot be replaced

Refund Timeline

  • Refunds are processed within 5–7 business days after approval

  • Refunds will be credited to the original payment method

6. Order Cancellation

You can cancel your order before it is shipped.
Once packed or dispatched, cancellations are not possible.

To cancel early, please contact:
📧 tsmimpaxindonesia@gmail.com

7. Incorrect Address or Failed Delivery

Refunds or free replacements will not be provided if:

  • Wrong/incomplete address was entered

  • Recipient was unavailable during delivery

  • Delivery failed due to customer negligence

Additional shipping charges may apply for reshipping.

8. Return Shipping

If the issue is caused by us (wrong or damaged item), return shipping is:

✔ Free of charge
✔ Picked up or replaced at no cost

Customers are not responsible for return shipping fees if the mistake is from our end.

9. Contact Us

For all refund, return, or cancellation requests, reach us at:

TSM IMPAX
Address:
JI. Percetakan Negara No.230c 1,
RT.1/RW.6, Rawasari,
Kec. Cemp. Putih, Kota Jakarta Pusat,
Daerah Khusus Ibukota Jakarta 10570, Indonesia

📧 tsmimpaxindonesia@gmail.com

We aim to respond to all inquiries promptly.

10. Policy Updates

TSM IMPAX may update this Refund & Returns Policy at any time to reflect changes in operational or legal requirements. Any revisions will be posted with a new effective date.