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Refund policy

ARTICLE 1: GENERAL

1. For the purposes of this Policy, the term "Return" refers to the return of a Product resulting in a refund, whether in the form of store credit or a refund to the original method of payment. The term "Exchange" refers to the replacement of a Product with another Product without any refund being issued.

2. Customers have a maximum period of 14 (fourteen) calendar days from the receipt of the order to exchange items due to incorrect sizing, damage, manufacturing defects, or non-compliant delivery. Requests made after the expiration of this period will not be processed, and the right to return shall be deemed forfeited.

3. Submission of a refund request does not automatically guarantee approval or refund of funds. Kelme reserves the right to inspect and verify the condition of the Product before approving or rejecting the request.

4. Returns can only be submitted based on the reasons stipulated in Article 3.

5. Return requests will only be processed if all the following conditions are met cumulatively:

  • The product is in its original condition, unused, unwashed, and shows no signs of wear;
  • All original factory labels remain attached to the product in the same intact condition as received;
  • The product is returned with all accessories, components, and original packaging elements;
  • Footwear is returned in its original box without manipulation or damage;
  • The original box packaging is placed inside a neutral, tightly sealed shipping package to prevent damage during transit; and
  • The request is submitted within the timeframe stipulated in this Agreement.

ATTENTION: Kelme.id reserves the right to reject returns and not issue a refund if the received product does not meet all the conditions above. Shipping costs associated with such rejection shall be borne entirely by the Customer.

6. For operational efficiency and to reduce environmental impact, returns must be made through the official collection points designated by Kelme. Customers must complete the return form provided as part of the application procedure.

ARTICLE 2: REFUND OPTIONS

2.1. Refund Choices

Once the returned item is received and its condition verified by the Kelme team (within a maximum period of 5 (five) business days from receipt), the Customer is entitled to choose one of the following two refund options:

  1. Free Return via Store Credit: If the Customer chooses to receive the refund in the form of store credit usable at www.kelme.id, the return is entirely free, and Kelme will bear all associated costs.
    IMPORTANT: If the initial order value did not reach the minimum amount required for free shipping and the Customer paid shipping fees, those initial shipping fees are not included in the refund. The refund only covers the value of the returned product.
  2. Refund to Original Payment Method: If the Customer chooses to receive a refund via the original payment method used at the time of purchase, the Customer must bear a return shipping cost in the amount paid by the customer. This amount will be deducted from the final total refund. Refund will be issued within 14 calendar days.
    To select this option, you must explicitly state so at the time of submitting the return request. If not stated, the refund will be issued as store credit for use at www.kelme.id.

In the case of returns from outside Indonesia, the customer is responsible for the pickup costs charged by the transport company.

Under no circumstances will returns be accepted for items that have been used or are not delivered in their original packaging.

2.2. Returns from Outside Indonesia Territory

Customers submitting returns from outside Indonesia territory must bear all pickup costs charged by the transport company. Kelme is not responsible for delays, losses, or damage to products during the international return shipping process. Customers are advised to use shipping services with insurance and tracking.

2.3. Returns of Orders with Promotions or Discounts

If the returned product was purchased as part of a promotion, bundling offer, or using a discount code, the refund value will be calculated based on the actual price paid by the Customer after the application of the discount. Kelme is under no obligation to refund the full normal (non-discounted) price of said product.

In the event of a partial return of items from a bundle or promotional package requiring a minimum purchase, Kelme reserves the right to adjust the refund value proportionally according to the effective price of each product within that bundle.

2.4. Returns of Products Received as Gifts

Products received as gifts from a third party can only be returned or exchanged if the original purchaser (the order holder) submits the return request. Refunds of any kind will only be processed to the original payment method of the purchase transaction, not to the gift recipient.

ARTICLE 3: RETURN POLICY

3.1. Valid Grounds for Return

Returns of Products as referred to in this Article may only be submitted on the grounds set forth below and must be filed no later than 72 (seventy-two) hours from the date the Product is received by the Customer, as evidenced by shipping records and/or delivery confirmation:

3.1.1. Manufacturing Defect: A Manufacturing Defect means any non-conformity or damage to the Product directly caused by errors in the manufacturing process, materials, or quality control prior to the Product being delivered to the Customer.

3.1.2. Shipping Damage: Shipping Damage means any physical damage to the packaging and/or Product that occurs during the distribution process by the courier.

3.1.3. Non-Conformity with Order Confirmation: Non-Conformity with Order Confirmation means an error in shipment whereby the Product, model, color, or size delivered does not match the official order confirmation issued by Kelme.

3.1.4. Delivery Delay: Delivery Delay means a delay that materially exceeds the estimated delivery timeframe due to operational errors attributable to Kelme or its appointed logistics partner.

3.2. Manufacturing Defects Criteria

Returns under the category of Manufacturing Defect shall only be processed if the condition of the Product falls within one of the following circumstances:

  • 3.2.1 Seams that are undone, open, or significantly unfinished to the extent that they affect the functionality or wearability of the Product;
  • 3.2.2 Tears, holes, or fabric damage that existed upon initial receipt and were not caused by use;
  • 3.2.3 Permanent stains, glue marks, ink marks, or material contamination present prior to first use;
  • 3.2.4 Printing defects or embroidery that are peeling, incomplete, or materially misaligned;
  • 3.2.5 Improper panel construction or pattern assembly deviating from the official design due to production error;
  • 3.2.6 Zippers, buttons, or attached accessories that are non-functional upon receipt of the Product; or
  • 3.2.7 Actual size measurements deviating by more than ±4 cm from the stated size specifications.

3.3. Shipping Damage Procedure

3.3.1 The Customer shall:

  • Inspect the condition of the package upon receipt;
  • Refrain from signing the delivery receipt as "received in good condition" if visible damage is present;
  • Document the condition of the packaging and Product in the form of photos and/or videos at the time of unboxing.

Requests submitted beyond this timeframe may be rejected, as Kelme cannot reasonably determine the timing or cause of the damage.

Kelme reserves the right to conduct internal verification and coordinate an investigation with the courier prior to approving any replacement.

If, following verification, the case qualifies as Shipping Damage, Kelme shall:

  • Replace the Product with a new item; or
  • If stock is unavailable, issue a refund, and all related shipping costs shall be borne by Kelme.

3.4. Non-Conformity with Order Confirmation

Upon verification and confirmation of Non-Conformity, Kelme shall deliver the correct Product in accordance with the original order.

If the correct Product is unavailable, Kelme may offer either a refund or a replacement Product of equivalent value.

Size discrepancies resulting from incorrect size selection by the Customer or differing interpretations of the size guide shall not be considered Non-Conformity and shall be subject to the standard return policy.

3.5. Delivery Delay and/or Loss in Transit

Delivery time estimates are indicative only and do not constitute a guaranteed commitment, unless expressly stated as a priority or express service with a specified delivery commitment.

A delay shall not be deemed a breach if caused by force majeure events, including but not limited to natural disasters, national logistics disruptions, government actions, civil unrest, or operational disruptions beyond Kelme's reasonable control.

In the event of a material delay, Kelme shall conduct a trace and investigation with the courier.

If the Product is officially declared lost by the courier, Kelme shall:

  • Reship the same Product; or
  • Issue a refund equal to the purchase price paid for the Product.

Kelme shall not be liable for delays or failed deliveries caused by:

  • Incomplete or inaccurate address information provided by the Customer;
  • The recipient's absence at the delivery location;
  • Refusal of delivery without valid reason.

3.6. General Return Conditions

Returned Products must:

  • Be unused and unwashed;
  • Be in complete condition, including original packaging, labels, and tags;
  • Not exhibit alterations, odors, deformation, or additional damage.

Kelme reserves the right to reject any return request if the requirements set forth in this Article are not fulfilled.

ARTICLE 4: COMPLAINTS

4.1. Complaint Channels

Should the Customer have a complaint regarding the products purchased or services obtained through this website, the Customer may contact the Kelme customer service team through the following official channel: cs@kelmeid.com

In the complaint, the Customer must include: full name, order reference number, a clear description of the complaint, and relevant supporting documents (photos, screenshots, or other documents).

4.2. Complaint Handling Time

Kelme is committed to providing confirmation of receipt of the complaint within 2 (two) business days and resolving the complaint within a maximum period of 15 (fifteen) business days from the receipt of the complaint and all required supporting documents. This period may be extended if further investigation is required, with written notification provided to the Customer.

4.3. Dispute Resolution

All disputes, disputes or differences arising between the Parties to this Term and Conditions or relating to or relating to this Term and Conditions shall first be resolved amicably through mutual deliberation.

If any dispute arising hereunder cannot be resolved amicably within 30 (thirty) calendar days from the date the disputed matter is first raised by either Party, then any dispute arising out of and/or in connection with this Term and Conditions which remains unresolved through amicable settlement or through any alternative dispute resolution mechanism provided herein shall be submitted to the competent Consumer Dispute Settlement Agency (Badan Penyelesaian Sengketa Konsumen – BPSK), with due observance of the prevailing laws and regulations in the field of consumer protection.

ARTICLE 5: RIGHTS OF MODIFICATION, ORDER CANCELLATION, AND PRODUCT AVAILABILITY

5.1. Kelme.id reserves the right, at any time and at its sole discretion, to:

  • Cancel orders that have not yet been processed in the event of indicated pricing errors, fraud, or violations of the terms and conditions;
  • Make changes to the technical specifications, design, colors, and final finishes of products in accordance with changes established by the manufacturer; and
  • Discontinue the sale of specific products without prior notice.

Kelme.id also reserves the right to change, update, or replace these terms and conditions of sale at any time. Changes will be published on the official website with the effective date. Use of the website after the changes are published constitutes acceptance of the updated terms and conditions.

ARTICLE 6: ANTI-ABUSE POLICY

Kelme reserves the right to suspend or terminate a Customer's access to return services if there are indications of abuse of the return policy, including but not limited to:

  • The product must be in perfect condition and returned in its original packaging. Both the product and its packaging must be returned in optimal condition suitable for resale.
  • Garments must have all original tags attached exactly as received.
  • Accessories must include all elements of the original packaging.
  • Footwear must be returned in its original box, without any manipulation or damage to either the footwear or the packaging.
  • For returns, it is recommended to place the original box inside a properly sealed neutral bag to prevent any damage to the box.

IMPORTANT: Kelme reserves the right not to issue a refund for products that are not returned in accordance with the terms and conditions outlined in this policy.

ARTICLE 7: LIMITATION OF LIABILITY

Kelme's liability for return and exchange claims shall be limited to the value of the product purchased as stated in the order confirmation and shall be subject to the applicable Return Policy as stipulated in Article 3.

Furthermore, Kelme shall not be liable for any indirect losses, loss of profits, consequential damages, or any other losses exceeding the purchase value of the product, except as required by applicable law.

Kelme shall not be responsible for any delay in the processing of refunds caused by third parties, including financial institutions, payment service providers, or courier companies, provided that Kelme has fulfilled its obligations within the timeframe specified in this policy.

ARTICLE 8: PROCESSING OF PERSONAL DATA

For the purpose of processing returns and handling complaints, Kelme will process the Customer's personal data in accordance with the Privacy Policy available at www.kelme.id, the Law of The Republic of Indonesia Number 27 Of 2022 On Personal Data Protection ("Personal Data Protection Law"), and applicable data protection regulations.

Customer personal data collected during the return process will be used solely for the purposes of processing returns, fraud prevention, and fulfillment of legal obligations. Customers have the right to access, rectify, and request the deletion of their personal data in accordance with applicable provisions.

ARTICLE 9: FORCE MAJEURE

Kelme shall not be held liable for any failure or delay in the performance of obligations under this policy caused by circumstances beyond its reasonable control (force majeure), including but not limited to: natural disasters, pandemics, war, civil unrest, government policies, infrastructure system disruptions, or disruptions to third-party services.

In the event of force majeure, Kelme will inform the Customer as soon as possible and endeavor to process pending obligations within a reasonable timeframe after conditions return to normal.

ARTICLE 10: LANGUAGE, GOVERNING LAW, AND JURISDICTION

This document is prepared in 2 (two) language versions: English and Indonesian. In the event of any conflict between the two language versions, the Indonesian version shall prevail.

This policy shall be governed by and construed in accordance with the laws of Indonesia.

All disputes, conflicts or differences arising between the Parties in this refund policy or related to or in connection with this refund policy shall be resolved through deliberation.

If any dispute arising hereunder cannot be resolved amicably within 30 (thirty) calendar days from the date the disputed matter is first raised by either Party, then any dispute arising out of and/or in connection with this Policy which remains unresolved through amicable settlement or through any alternative dispute resolution mechanism provided herein shall be submitted to the competent Consumer Dispute Settlement Agency (Badan Penyelesaian Sengketa Konsumen – BPSK), with due observance of the prevailing laws and regulations in the field of consumer protection.

ARTICLE 11: SEVERABILITY

If any provision of this policy is declared invalid, void, or unenforceable by a court or competent authority, such provision shall be severed from this policy and shall not affect the validity and enforceability of the remaining provisions, which shall remain in full force and effect.