Refund policy

Thank you for shopping at Sadewi Essential. We want every Sadewi product to reach you in the best condition. This policy explains when and how you can request a replacement or a refund for purchases made on sadewiessential.com.

1. Eligible Claims

Because our products are body care, hair care, fragrance, and home fragrance products, for hygiene and safety reasons we only accept claims for the following:

  • Products that arrive damaged, broken, or leaking;
  • Manufacturing defects (for example, a pump or spray that does not work, or a factory seal that is broken);
  • Items that do not match your order (wrong variant, scent, or size);
  • Fewer items than listed on your order.

2. Non-Eligible Claims

  • Products that have been opened, used, or had their seal broken by the buyer;
  • Returns due to a change of mind, scent preference, or personal taste;
  • Skin reactions due to individual incompatibility. We recommend always reading the ingredients and doing a patch test before use;
  • Gifts/free items and products bought at clearance prices, unless the product is damaged or incorrect;
  • Damage that occurs after the product was received in good condition.

3. Time Limit & Claim Requirements

  • Claims must be submitted within 2x24 hours (48 hours) of the package being marked as delivered by the courier.
  • An uncut unboxing video is required, recorded from the moment the package is still sealed until the product is clearly visible.
  • Include your order number and photos showing the damage or discrepancy, including the shipping label.
  • Claims submitted after the time limit or without an unboxing video cannot be processed.

4. How to Submit a Claim

  1. Email marketing@sadewiessential.com with the subject "Order Claim #[order number]".
  2. Attach the unboxing video, product photos, and a short description of the issue.
  3. Our team will review your claim and reply within 2–3 business days.
  4. If needed, we will ask you to send the product back to our address. Please do not send products before receiving confirmation from the Sadewi team.

5. Resolution

  • Replacement: approved claims are resolved first by sending the same replacement product.
  • Refund: if a replacement is not available, we will refund the price of the claimed product to the original payment method.
  • For bundle purchases, replacements or refunds are calculated based on the affected product(s) in the bundle.

6. Shipping Costs

For claims approved due to an error on Sadewi's side (damaged, defective, incorrect, or missing items), all return shipping and replacement shipping costs are covered by Sadewi. The original shipping fee is refunded only if the entire order is refunded.

7. Refund Processing Time

Refunds are processed within 3–7 business days after the claim is approved (or after we receive the returned product, if requested). The time it takes for the funds to reach your account or card may vary depending on your bank or payment provider.

8. Order Cancellation

Orders can be cancelled with a full refund as long as they have not been processed or shipped. Contact us as soon as possible by email or WhatsApp. Orders that have already been shipped cannot be cancelled.

9. Marketplace Purchases

This policy applies to purchases made on sadewiessential.com. For purchases made on Shopee, Tokopedia, or TikTok Shop, returns follow each platform's complaint procedure.

10. Contact Us

PT Sadewi Ardhi Natha (Sadewi Essential)
Jl. Petogogan I No.16B, Kota Jakarta Selatan, Jakarta 12140, Indonesia
Phone / WhatsApp: +62 851 7989 5041
Email: marketing@sadewiessential.com