Zepilas

Return & Refund Policy

This Return and Refund Policy governs all exchange, return, defective merchandise, and monetary refund requests for ZEPILAS fashion handbag orders placed on our Indonesia official website, aligned with Indonesian national consumer protection regulations. All return communications must be directed to our brand support email [email protected] to initiate official case processing. Please use written email correspondence for a formal return application.

1. Eligibility Window for All Return Requests

Customers have a fixed 14 calendar-day eligibility window counted from the exact delivery date of their ZEPILAS bag order (recorded via courier delivery confirmation logs) to submit a formal return or exchange request to [email protected]. No return applications will be accepted for any merchandise submitted past the 14-day post-delivery deadline, regardless of individual circumstances, except verified manufacturing defect cases approved by our quality control team.

2. Mandatory Return Eligibility Criteria

For a handbag item to qualify for full return, exchange, or refund, all of the following conditions must be satisfied simultaneously:

  1. The ZEPILAS bag must be returned in 100% unused, unworn condition with zero signs of surface scuffs, dirt stains, interior lining marks, hardware scratches, liquid damage, or altered strap lengths. Velvet styles (Item 6, Item 12, Item 15) require extra care to avoid fabric pilling to maintain return eligibility.
  2. All original accompanying packaging must be returned intact: branded ZEPILAS dust bag, outer product carton, paper tissue wrapping, brand authenticity card, metal logo hang tag, and any detachable accessory straps included with the bag at time of purchase. Missing original packaging components will result in a mandatory IDR 100,000 packaging restocking fee deducted from the final refund total.
  3. The item cannot be categorized as final sale clearance merchandise, custom personalized bulk wholesale orders, or limited-edition seasonal promotional handbags explicitly marked non-returnable at checkout.
  4. Proof of purchase (original order invoice, order ID number, payment confirmation receipt) must be attached to the initial return request email sent to [email protected], alongside clear front, back, interior, and hardware photos of the bag confirming unused condition.

3. Three Distinct Return Scenarios & Corresponding Terms

Scenario A: Customer Voluntary Return (Change of Mind / Unsuitable Style/Color)

If you wish to return a fully eligible unused ZEPILAS bag for personal preference reasons (wrong size, mismatched color, unsatisfied styling, accidental duplicate order):

  • You are responsible for covering all outbound return shipping costs to our designated Indonesian return warehouse; original order shipping fees paid at checkout are non-refundable.
  • A standard restocking processing fee of 15% of the original merchandise subtotal will be deducted from your final refund amount upon warehouse inspection and approval of the returned bag.
  • Following warehouse receipt, inspection and approval of your returned item, a monetary refund of the remaining balance after the restocking fee deduction is arranged through the original payment method where that method supports refunds.

Scenario B: Manufacturing Defect, Damaged Item, or Incorrect Item Shipped by ZEPILAS

If your delivered handbag arrives with factory manufacturing flaws (broken zippers, detached hardware, uneven stitching, leather tears, misprinted brand logos), transit damage sustained during courier delivery, or we shipped the wrong bag style/color/item number from your original order:

  1. Submit a formal claim to [email protected] within the 14-day eligibility window, attaching timestamped photos or short video evidence of the defect, damaged packaging, or incorrect item alongside your order ID.
  2. Our quality control team will review your claim within 48 WIB business hours; upon verification of our brand liability, we will issue a complimentary pre-paid return shipping label sent to your contact email address at no cost to you.
  3. No restocking fees will be applied whatsoever for liability-approved defect/damage/wrong item claims. You may choose one of two resolutions:
    • Complete full refund of 100% of the original order merchandise cost, plus full reimbursement of any shipping fees paid at checkout.
    • Free identical replacement shipment of the correct undamaged ZEPILAS bag style, with complimentary priority shipping for the new parcel.

Scenario C: Partial Order Returns (Multiple Bag Orders)

For orders containing two or more separate ZEPILAS handbag items, customers may submit a partial return request for only selected individual bags within the order, provided each returned piece meets the full eligibility criteria outlined above. Restocking fees and shipping charges will be calculated proportionally based only on the value of the returned items, with untouched bag styles remaining as completed non-refundable purchases.

4. Refund Processing Timeline

Once our return warehouse receives, inspects, and approves your returned ZEPILAS merchandise, refunds will be initiated within 3–5 WIB business days through the original payment method where that method supports refunds:

  • The provider of the payment method used for your order determines when released refund funds become available. Its processing time is separate from the ZEPILAS refund initiation period above.
  • For a refund status update or a copy of available refund confirmation details, email [email protected] with your order reference.

5. Exclusions (Non-Returnable Merchandise)

The following product categories are permanently ineligible for return, exchange, or refund under all circumstances:

  1. Handbags showing clear signs of regular wear, exterior stains, interior makeup residue, water damage, or broken hardware caused by customer use post-delivery.
  2. All discounted final sale flash clearance items clearly marked “Non-Returnable Final Sale” on the product page and checkout screen.
  3. Custom bulk wholesale orders with personalized branding, custom color modifications, or large quantity corporate gift bag batches negotiated via [email protected] wholesale inquiries.
  4. Accessory add-ons sold separately (detachable shoulder straps, replacement hardware) with a subtotal value under IDR 100,000.

6. Exchange-Only Requests

If you wish to exchange your eligible ZEPILAS bag for an alternative style, different color variant, or alternate silhouette from our catalog instead of receiving a monetary refund, submit your exchange request to [email protected] and specify the replacement item number you would like to receive. If the new replacement bag has a higher retail value, you will be required to pay the price difference before we dispatch the exchange shipment. If the replacement item is lower-priced, we will process a partial refund of the price gap after receiving your returned original bag. All exchange shipping terms align with the customer voluntary return shipping cost rules listed in Scenario A unless the exchange stems from a verified brand defect claim.