Refunds & Warranty

1. Scope of This Policy

This policy applies to all transactions at AVEROlux, with slightly different terms between two product types:

• Standard ready-to-ship materials (steel bars, light steel, cement, steel walls, etc.).
• Custom fabricated products (canopies, wrought-iron fences) made to your order's size/specifications.

2. Conditions Eligible for a Claim

You are entitled to submit a replacement/return claim if:

• Goods are received damaged/defective due to the shipping process.
• The type, size, or quantity of goods received does not match what is stated in the order.
• There is a production/material defect not caused by installation error or unreasonable use.
• For fabricated products specifically: the finished work (size, model, number of posts/frame) does not match the specification agreed at the start of the order.

3. Conditions NOT Eligible for a Claim/Return

• Materials that have already been cut, welded, painted, installed, or modified by the buyer/installer.
• Damage caused by installation errors made by a third party (workers/contractors) who are not AVEROlux's official team.
• Damage caused by unreasonable use, accidents, natural disasters, or exposure to extreme weather beyond the product's normal specifications (e.g. rust on steel left submerged in water for a long time without a coating).
• Custom fabricated products completed IN ACCORDANCE with the agreed specification — cannot be cancelled or returned merely due to a change in the buyer's preference, since the material has already been cut and shaped specifically for that order.
• Size/specification errors originating from data the buyer provided at the time of ordering.
• Claims submitted after the reporting deadline in Article 4.

4. Reporting Deadline

• Shipping damage / short quantity: must be reported within a maximum of 1×24 hours of receiving the goods, with photos and/or video of the condition of the goods and packaging.
• Production defects that only become visible after installation (fabricated products only): may be reported within a maximum of 3×24 hours of installation completion, provided the installation followed the instructions given.

For deliveries via a third-party courier, we strongly recommend checking the condition of the goods in front of the courier before signing the receipt — this greatly helps speed up the claims process.

5. How to Submit a Claim

Contact us via WhatsApp at 083116582751 including:

• Order code/number.
• Clear photos and/or video of the condition of the problematic item.
• A brief description of the issue.

Our team will respond to your report during business hours (Senin - Sabtu, 07.30 - 17.00 WIB).

6. Verification Process

Once a report is received, our team verifies the claim based on the submitted photos/video, order history, and — for installed fabricated products, if needed — an on-site visit by our technical team. Verification generally takes 1–3 business days from the receipt of a complete report.

7. Resolution Options

Once a claim is verified and found valid, we will offer one of the following solutions as agreed with you:

• Reshipment / replacement of the problematic item at no extra cost.
• On-site repair (for already-installed fabricated products), where feasible.
• Partial or full refund, according to the agreed extent of the loss.

An approved claim resolution will be processed within a maximum of 7 business days from the agreement being reached (not including reshipment time, if the solution is a replacement).

8. Refunds

If the agreed solution is a refund, funds will be returned to the ORIGINAL bank account or payment method used in the transaction (cannot be transferred to another account/method), with the following mechanism:

• Virtual Account/bank transfer payments: funds are returned via transfer to the buyer's bank account registered on that order.
• Debit/credit card payments (Visa/Mastercard) via the Xendit payment gateway: the refund is processed through Xendit's system according to that payment gateway's applicable void/refund scheme, and funds are returned to the same card used in the transaction.
• QRIS payments: follow the standard QRIS refund mechanism via Xendit.
• Other payment methods that may be enabled in the future: follow the standard refund mechanism of each payment method provider via Xendit.

Processing time: our team submits the refund to the payment gateway/bank within a maximum of 7 business days of the refund agreement being reached with the buyer. Funds will be effectively received by the buyer within a further 7–14 business days after submission, following the subsequent processing time of the relevant payment gateway/card-issuing bank, which is beyond our control.

Refunds are given in full according to the value of the problematic item. A partial refund may be agreed as an alternative — for example in minor-damage cases where the buyer chooses to keep the item at a discount instead of a full reshipment.

Orders cancelled before payment is received (e.g. automatically cancelled by the system due to a payment deadline expiring) do not require a refund process, since funds were never received by us.

Proof of the refund submission (the payment gateway's transaction reference number) will be shared with the buyer via WhatsApp/email as confirmation that the refund has been submitted to Xendit/the bank.

9. Warranty for Fabricated Products (Canopies & Wrought-Iron Fences)

Our custom fabricated products carry a workmanship warranty (welding/construction warranty) as agreed in writing at the time of the quotation/project order. This warranty covers weld or structural failure caused by workmanship errors on our part.

The warranty does NOT cover: rust/corrosion due to extreme weather or lack of routine maintenance (periodic repainting), damage from impact/accidents, modifications made by a third party after installation, or damage caused by natural disasters (force majeure).

10. Cancellation Before Shipping/Fabrication

Terms for cancelling an order before shipment or before fabrication begins are set out in Article 7 of the Terms & Conditions page.

11. After-Sales Service

For further questions about claims, returns, or warranty, contact us via WhatsApp at 083116582751 or email averolux01@gmail.com, during our business hours Senin - Sabtu, 07.30 - 17.00 WIB.