Refund & Return Policy

1. Order Cancellation

Cancellation requests must be submitted within 24 hours of payment, and can only be processed if the order has not yet been packed/shipped by our warehouse team. Submit cancellation via email or WhatsApp, quoting your order reference number.

Once goods have been packed for shipping, the order can no longer be cancelled but may still be eligible for return under Section 2.

2. Product Returns

Returns are accepted under the following conditions, reported within 48 hours of receipt with supporting photo/video evidence:

• Wrong item, wrong colour, or wrong quantity received versus the order.
• Leaking tins, heavily dented, or damaged in transit.
• Packaging seal broken/opened prior to receipt by the Customer.

Paint/coating with an opened and used container cannot be returned, except where a manufacturing defect is proven — consistent with the nature of paint products, which are non-returnable once the seal is broken, as is standard practice for this product category.

3. Claim Process

Send your order reference number, photos/video of the item's condition, and the reason for your claim to sales@sinarbuanaghifari.com or WhatsApp +62 858-4688-1466. Our team will review within 1–3 business days and confirm whether the claim is approved for replacement (reshipment) or refund.

4. Refund Method & Timeline

Approved refunds are processed back to the original payment method (direct bank transfer, or via the payment gateway where used) within 7–14 business days of claim approval, subject to the policies of the relevant bank/card issuer/e-wallet. The original shipping fee is non-refundable unless the error is entirely attributable to us.

5. Coating-Service Deposit Refunds

For coating-application services, the deposit is binding to secure the production schedule. Cancellation before site survey/team mobilisation is refundable at 90% (less an administration fee); cancellation after team mobilisation or material purchase is non-refundable, but may be rescheduled by agreement.

6. Exclusions

Claims do not apply to: damage caused by improper storage/application by the Customer, colour differences due to screen calibration, complaints reported after the deadlines above, or products that have been mixed or partially used.