Refund policy

Thank you for choosing ranu tarde. Each piece is handmade with care. Please read our policy regarding returns, exchanges, and warranty below:

1. General Policy (All Sales Are Final)

Due to the handmade nature of our objects, all sales are final. We do not offer cash refunds for change of mind or personal preference once an order has been successfully placed and delivered.

However, we provide a replacement guarantee if your item arrives defective, damaged, or incorrect, subject to the conditions below.

2. Exchanges & Complaints (Within 2x24 Hours)

If you receive a defective item, severe transit damage, or the incorrect product:

  • Reporting Window: You must submit a complaint within 2x24 hours after the package is marked as delivered by the courier. Complaints submitted after 2x24 hours cannot be accepted for replacement.

  • Mandatory Unboxing Video: We require a clear, unedited, and continuous unboxing video showing the sealed package being opened and clearly displaying the defect. Without this unboxing video, complaints cannot be processed.

  • Shipping Fees:

    • If the exchange is due to a manufacturing defect or our error (wrong item sent), ranu tarde will cover 100% of the return and replacement shipping fees.

    • If you request an exchange for personal reasons (e.g., swapping for another color/size variant), all return and reshipping fees are fully borne by the buyer.

3. 7-Day Product Warranty

We provide a 7-day warranty starting from the date of delivery.

  • This warranty strictly covers exchanging the defective item for a brand new one in the event of hidden manufacturing defects or structural fabric issues.

  • This warranty covers item replacements only and does not apply to monetary refunds.

4. Repair & Maintenance Service (After 7 Days)

If your pouch or charm suffers wear and tear after the 7-day warranty period, we are happy to offer our Repair & Maintenance Service:

  • You may send the item back to our workshop.

  • A reasonable repair service fee will apply depending on the complexity of the repair.

  • All round-trip shipping costs for repair services are fully borne by the buyer.

5. EU Customers (Right of Withdrawal)

If your delivery address is located within the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving your order without providing a reason.

  • To exercise this right, please contact us at info@ranutarde.com before the 14-day window expires.

  • Return shipping costs will be borne by the buyer.

  • Refunds will be issued within 14 days of our receipt and inspection of the returned goods.

  • Note: This withdrawal right does not apply to customized, personalized, or clearance items.

6. How to Submit a Claim

Please contact our team with your Order ID and your unboxing video:

  • Email: info@ranutarde.com

  • WhatsApp: +62 857-4318-8190

  • Workshop Address: Jalan Bumi Candi Asri, Candi, Sidoarjo, Jawa Timur 61271, Indonesia