Refund Policy

At Sesmidiawati Factory Outlet, customer satisfaction is important to us. Please read the following return, exchange, and damage-reporting guidelines carefully before submitting a request.

1. Standard Returns and Exchanges

Eligible items may be returned or exchanged within 10 days of the original purchase date, subject to the conditions below.

Products must be unused, unassembled, and returned in their original packaging.
All original manuals, components, parts, and accessories must be included.
For gas-powered equipment, all fuel and engine oil must be completely drained before return.
Proof of purchase, such as a receipt or order confirmation, is required.
Return or exchange shipping and freight charges may apply. Any applicable fees will depend on the product, its condition, and the reason for the request.

Every returned product will be inspected upon receipt. Items that show signs of use or damage, or that are missing parts or accessories, may qualify for a partial refund or may be ineligible for return, subject to applicable law.

2. Damaged or Defective Products

If your order arrives damaged or appears to have a manufacturing defect, please contact us so we can assess the issue and determine an appropriate resolution.

Report the damage or defect within 5 days of delivery.
Provide clear photographs or videos showing the affected product and the damage or defect.
Wait for our confirmation and return instructions before sending the item back.
Once the issue has been verified, we will arrange an appropriate remedy, which may include a replacement, repair, or return shipping at no additional cost, as applicable.

Products sent back without prior return authorization may not be accepted. Please contact our customer service team before arranging a return.

3. Freight Delivery and Shipment Inspection

For products delivered by freight carrier, please inspect the shipment carefully before signing the delivery receipt. Documenting any visible damage at the time of delivery can help us investigate and resolve shipping claims.

Check that the crate and outer packaging are intact and properly secured.
Inspect the packaging and equipment for visible damage.
If damage is visible, record the details on the delivery receipt and take photographs before completing the delivery process.
If you are uncertain whether to accept or refuse a damaged shipment, contact our customer service team for guidance before proceeding.

Please retain the delivery receipt, packaging, and supporting photographs until the matter has been resolved.

4. Return Request and Assistance

Before returning a product, contact Sesmidiawati Factory Outlet to explain the reason for your request and obtain return instructions.

Please include your order number, proof of purchase, a description of the issue, and any relevant photographs or videos. This information will help our team review your request more efficiently.

Need Help With a Return?

Contact our customer service team before returning an item. We will review your request and explain the next steps based on the product condition and reason for return.

5. Important Information

This policy describes our standard return and exchange procedures. It does not limit any mandatory consumer rights or remedies that apply under the laws governing your purchase.