Return & Refund Policy

1. General Principle

For food safety and hygiene reasons, we do not accept returns or exchanges due to change of mind. Returns are only handled for the specific conditions below.

2. Eligible Conditions

We provide a replacement or refund if you receive:

• A product damaged/leaking on arrival (damage in transit),
• An incorrect product (wrong variant or quantity vs. your order), or
• A product with a manufacturing defect.

3. How to Submit a Claim

Report your claim within 3×24 hours of receiving the product via WhatsApp +62 851-9955-9956 or email [email protected].

Include your order number and clear photos/video showing the outer packaging, label, and product condition. Claims submitted past the deadline or without sufficient evidence may not be processed.

4. Verification & Resolution

Our team will verify your claim. Once approved, you may choose a replacement (subject to stock) or a refund.

5. Refunds

Refunds are returned to the original payment method via Xendit. Funds are processed within 14 (fourteen) days of claim approval, subject to the relevant payment channel's timeframe.

6. Return Shipping

For verified damaged, incorrect, or defective products, return shipping is borne by Nestlab. Our team will provide return instructions. Do not ship the product back before your claim is confirmed.

7. Order Cancellation

Orders may be cancelled while not yet shipped. If payment has been received, we will issue a full refund per the terms above. Shipped orders cannot be cancelled.

8. Not Eligible

Claims cannot be handled for:

• Products already opened or partially/fully consumed (unless proven defective),
• Damage from storage or negligence after receipt,
• Claims submitted past the 3×24 hour window, or
• Purchases through channels other than nestlab.id (e.g. marketplaces), which are subject to each channel's own policy.

9. Contact

For claims or questions, contact WhatsApp +62 851-9955-9956 or email [email protected].