Refund and Return Policy
This Refund and Return Policy applies to purchases made on the website https://marsyashisha.sale/ (the "Website"), operated by:
Company Name: PT MARSYA HOOKAH BALI
Registered Address: Jl. Sri Rama No.90, Desa/Kelurahan Legian, Kec. Kuta, Kab. Badung, Provinsi, Bali, 80361
Registration Number: 0904260128867
(the "Company", "we", "us", or "our").
1. General Terms
By making a purchase on the Website, the customer (the "Customer") agrees to the terms outlined in this Refund and Return Policy.
2. Eligibility for Returns
Customers may request a return or refund under the following conditions:
- The product received is damaged, defective, or incorrect
- The request is submitted within 14 calendar days from the date of delivery
To initiate a return, the Customer must contact our support team and provide:
- Order number
- Description of the issue
- Photo or video evidence (if applicable)
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Used products
- Products damaged due to improper use
- Consumable goods once opened (if applicable)
- Items returned without original packaging
4. Refund Process
Once the returned item is received and inspected, we will notify the Customer of the approval or rejection of the refund.
If approved:
- Refunds will be processed within 5-10 business days
- Refunds will be issued using the original payment method
5. Shipping Costs
- Shipping costs are non-refundable
- Return shipping costs are the responsibility of the Customer, unless the return is due to our error (damaged or incorrect item)
6. Cancellations
Orders may be canceled before shipment. Once the order has been shipped, it cannot be canceled and must follow the return procedure.
7. Contact Information
For any questions regarding returns and refunds, please contact our support team via the Website.
8. Fraud Prevention
The Company reserves the right to refuse refunds in cases of suspected fraud, abuse, or violation of these terms.
9. Amendments
The Company reserves the right to modify this policy at any time. Changes will be effective upon posting on the Website.
This policy is an integral part of the Website's Terms and Conditions.
Last updated: 31.05.2026