Refund & Return Policy

Last updated: 12 December 2025

Thank you for shopping at P&P Kids & Family Clothing. We are committed to ensuring that every product meets our quality standards. If you experience an issue with your order, please review the refund and return terms below.

1. Eligibility for Refunds

Refunds are only applicable if:

  • The product arrives damaged due to P&P’s error; and

  • You provide a complete, uninterrupted, and clear unboxing video as evidence; and

  • The claim is submitted within 1×24 hours after the package is received.

Refund requests that do not meet these criteria may be declined.

2. Conditions for Returns

Returns due to product damage must meet the following requirements:

  • The product must be unused and complete with all original tags.

  • The damage must be shown clearly in the unboxing video.

  • Customers must contact our customer service before returning any item.

  • Items returned without prior confirmation will not be processed.

3. Non-Refundable Situations

Refunds cannot be issued for:

  • Damage caused after the unboxing process

  • Normal wear and tear

  • Incorrect size selection by the customer

  • Color differences caused by lighting or screen settings

  • Items purchased during clearance or final sale (if applicable)

4. Size Exchange Policy (Not a Refund)

Size exchanges may be requested under these conditions:

  • A clear and complete unboxing video is provided

  • The product is unused, unwashed, clean, and complete with all tags

  • The request is made within 7 calendar days of receiving the product

  • Shipping fees (return + reshipment) are covered by the customer

  • Exchange availability depends on stock

5. Refund Method

Approved refunds will be issued via:

  • Bank transfer, or

  • E-wallet (if applicable)

Refunds will be processed within 3–7 business days after the returned item is received and inspected.

6. Shipping Fees

Shipping fees are non-refundable, except when the error is proven to be caused by P&P.

7. How to Submit a Refund or Return Request

Please contact us through:
📧 Email: ppkidsfamilyclothing@gmail.com
📱 WhatsApp: 085692478727

Include:

  • Order number

  • Full unboxing video (clear, no cuts)

  • Photos of the issue (optional)

  • Description of the problem

Our team will assist you with the next steps.

8. Final Decision

P&P Kids & Family Clothing reserves the right to approve or decline refund and return requests based on the evidence provided.

Kebijakan Refund & Pengembalian Barang

Terakhir diperbarui: 12 Desember 2025

Terima kasih telah berbelanja di P&P Kids & Family Clothing. Kami berkomitmen untuk memastikan setiap produk yang dikirim sudah melalui proses Quality Control. Jika terjadi kendala pada pesanan Anda, silakan membaca ketentuan refund dan pengembalian berikut.

1. Ketentuan Pengajuan Refund

Refund hanya dapat dilakukan apabila:

  • Produk mengalami kerusakan akibat kelalaian P&P; dan

  • Pembeli menyertakan video unboxing lengkap, jelas, dan tanpa jeda sebagai bukti; dan

  • Klaim diajukan maksimal 1×24 jam setelah paket diterima.

Klaim yang tidak memenuhi syarat di atas dapat ditolak.

2. Ketentuan Pengembalian Barang

Pengembalian karena kerusakan produk harus memenuhi syarat berikut:

  • Produk dalam kondisi belum digunakan dan lengkap dengan semua label/hangtag.

  • Kerusakan terlihat dengan jelas pada video unboxing.

  • Pembeli wajib menghubungi customer service sebelum mengirimkan barang kembali.

  • Barang yang dikirim tanpa konfirmasi sebelumnya tidak akan diproses.

3. Kondisi yang Tidak Dapat Diproses Refund

Refund tidak berlaku untuk:

  • Kerusakan setelah proses unboxing

  • Pemakaian normal (wear & tear)

  • Kesalahan pemilihan ukuran oleh pembeli

  • Perbedaan warna akibat pencahayaan atau layar perangkat

  • Produk promo, clearance, atau final sale (jika berlaku)

4. Kebijakan Penukaran Ukuran (Size Exchange)

(Tidak termasuk refund)

Penukaran ukuran dapat dilakukan dengan ketentuan:

  • Menyertakan video unboxing lengkap dan jelas

  • Produk belum digunakan, belum dicuci, bersih, dan lengkap dengan hangtag

  • Pengajuan maksimal 7 hari kalender sejak barang diterima

  • Ongkos kirim (pengembalian + pengiriman ulang) ditanggung oleh pembeli

  • Penukaran mengikuti ketersediaan stok

5. Metode Pengembalian Dana

Refund yang disetujui akan dikirim melalui:

  • Transfer bank, atau

  • E-wallet (jika tersedia)

Proses refund akan dilakukan dalam 3–7 hari kerja setelah barang diterima dan diperiksa.

6. Biaya Pengiriman

Biaya pengiriman tidak dapat direfund, kecuali jika terbukti terjadi kesalahan dari pihak P&P.

7. Cara Mengajukan Refund atau Pengembalian

Hubungi kami melalui:
📧 Email: ppkidsfamilyclothing@gmail.com
📱 WhatsApp: 085692478727

Sertakan:

  • Nomor pesanan

  • Video unboxing lengkap (jelas, tanpa jeda)

  • Foto pendukung (opsional)

  • Penjelasan masalah

Tim kami akan memandu proses selanjutnya.

8. Keputusan Akhir

P&P Kids & Family Clothing berhak menyetujui atau menolak permintaan refund maupun pengembalian berdasarkan bukti yang diberikan.