Refund and Returns Policy

Pasar Maya > Refund and Returns Policy

Pasarmaya.com – Refund and Returns Policy

Effective Date: 1 September 2025

1. Overview and Scope

Welcome to Pasar Maya, a multi-vendor marketplace connecting buyers and independent sellers (“Vendors”) across Indonesia.

This Refund and Returns Policy outlines the rules, rights, and responsibilities related to refunds, returns, and exchanges for both physical and digital products purchased through our platform.

Pasar Maya acts as an intermediary platform, not as the direct seller (except for items specifically sold by Pasar Maya Official Store). Each Vendor is solely responsible for product quality, shipping, and after-sales service.

All refund and return requests must comply with this policy and the individual Vendor’s store policy, provided they are consistent with Indonesian Consumer Protection Law (UU No. 8 Tahun 1999) and related regulations.

2. Return Eligibility

To initiate a return, the buyer must submit a Return Request through their Pasar Maya account within 5 (five) calendar days from the date of delivery confirmation.

A product is eligible for return if it meets the following conditions:

  • The item is unused, undamaged, and in the same condition as when received.
  • The item is in its original packaging, including all accessories, manuals, labels, and invoice.
  • The buyer provides proof of purchase (order number or invoice) within the system.
  • The Vendor has reviewed and approved the return request through the Pasar Maya platform.

Vendors are required to respond to return requests within 3 business days. Failure to respond within this timeframe may result in Pasar Maya intervening to protect the buyer’s rights.

3. Non-Returnable Items

Certain products are not eligible for return or refund, including but not limited to:

  • Perishable goods (e.g., food, flowers, groceries).
  • Intimate or sanitary items (e.g., undergarments, personal hygiene products).
  • Hazardous materials, flammable liquids, or gases.
  • Digital or downloadable products (e.g., software, templates, e-books, memberships).
  • Gift cards, prepaid vouchers, or credit top-ups.
  • Health and personal care items once opened.

Some Vendors may define additional non-returnable categories in their store policy, which will be displayed clearly on the product page.

4. Partial Refunds

Partial refunds may be approved in specific cases, including:

  • Books, CDs, DVDs, or software with visible signs of use.
  • Items returned with missing parts or damaged packaging not due to Vendor error.
  • Late return requests (after 5 days but within 30 days) — may be eligible for store credit at Vendor’s discretion.

All partial refunds are subject to Vendor review and must be processed through the Pasar Maya dispute system for transparency and fairness.

5. Refund Process

Once the returned item is received and inspected by the Vendor:

  1. The Vendor confirms receipt and condition of the item through the platform.
  2. Pasar Maya reviews and approves the refund transaction.
  3. Refunds are processed to the original payment method within 7–14 business days after approval.

Notes:

  • Refunds exclude original shipping costs unless the return is due to Vendor error (e.g., wrong or defective item).
  • If a refund cannot be processed to the original payment method, Pasar Maya may issue store credit as an alternative.

6. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank or e-wallet account.
  2. Contact your card issuer or payment provider — processing delays may occur.
  3. If still unresolved after 14 business days, contact us at contact@pasarmaya.com with your order details.

Pasar Maya will assist in verifying the transaction with the payment gateway and Vendor.

7. Sale and Promotional Items

Only regular-priced items are eligible for refund or exchange.

Products sold under sale, clearance, or promotional campaigns are final sale and non-refundable, unless the product is defective or incorrect.

Vendors may apply separate terms for promotional items; these will be displayed on the product page. Marketplace-wide promotions managed by Pasar Maya follow this policy unless otherwise stated.

8. Exchanges

Exchanges are permitted only for:

  • Defective, damaged, or incorrect items.
  • Same product model or an item of equal value (subject to stock availability).

Exchange requests must be submitted within 5 days of delivery via the Pasar Maya platform.

Pasar Maya facilitates communication between buyer and Vendor but does not guarantee product availability for exchange.

9. Gifts

If an item was marked as a gift and shipped directly to you:

  • You may receive a store credit equal to the value of your return.
  • If the gift giver received the item first, the refund will be issued to the original purchaser through the original payment method.

10. Shipping Returns

  • Do not send returns directly to Pasar Maya’s office unless instructed.
  • Each Vendor will provide their specific return address during the return approval process.
  • Buyers are responsible for return shipping costs, unless:
    • The return is due to Vendor error (defective or wrong item), or
    • The Vendor explicitly agrees to cover the cost.

Shipping costs are non-refundable. If a refund is issued, return shipping fees may be deducted.

We recommend using a trackable shipping service or purchasing shipping insurance, as Pasar Maya cannot guarantee receipt of returned items lost in transit.

11. Digital Products & Services

All digital products (e.g., software, templates, memberships, downloadable content) are non-refundable once accessed, downloaded, or activated.

For service-based transactions (e.g., freelancer, vendor, or contractor services booked via Pasar Maya), refund eligibility is governed by separate Service Agreements or Rekacipta.co.id Terms of Service.

Pasar Maya acts solely as a transaction intermediary for such services.

12. Dispute Resolution

In the event of a disagreement between buyer and Vendor:

  1. Buyers may file a Dispute Report through their Pasar Maya account.
  2. Pasar Maya will review evidence (photos, shipping receipts, communication logs) from both parties.
  3. During mediation, payments may be temporarily held in escrow until resolution.
  4. Pasar Maya’s final decision will be made based on submitted evidence and policy compliance.

Pasar Maya’s mediation decision shall be final and binding to maintain transaction integrity.

13. Legal Compliance

This policy complies with applicable Indonesian laws, including:

  • Undang-Undang No. 8 Tahun 1999 – Consumer Protection
  • Peraturan Menteri Perdagangan No. 50 Tahun 2020 – Electronic Commerce (PMSE)
  • Undang-Undang No. 19 Tahun 2016 – Amendment to the ITE Law

If any provision of this policy conflicts with applicable law, it shall be interpreted and enforced in accordance with the prevailing regulation.

14. Contact Us

For inquiries related to returns, refunds, or disputes:

Pasar Maya Customer Support
📧 Email: contact@pasarmaya.com
📍 Company: PT Karsa Reka Cipta

For product-specific issues, you may also contact the Vendor directly via your order page or chat system on the Pasarmaya platform.

15. Policy Updates

Pasar Maya reserves the right to amend this Refund and Returns Policy at any time. Updates will be posted on this page with a revised effective date. Continued use of the platform after changes take effect constitutes acceptance of the updated terms.