Refund policy · Kebijakan pengembalian dana
We want every Modelano order to arrive the way you expect. This policy explains when and how we refund a payment. All payments on this website are made by BCA transfer, so refunds are paid by bank transfer too.
When you get a refund
| Situation | Refund | Time limit |
|---|---|---|
| Damaged, defective or wrong item | Full refund of the item and its shipping fee, or a replacement if you prefer | Report within 3 days after delivery |
| Item out of stock after payment | Full refund of the item (and shipping if nothing else ships) | Automatic, we contact you |
| Order cancelled by Modelano after payment | Full refund of the amount paid | Automatic, we contact you |
| Pre-order delayed more than 14 days past the estimate | Full refund of the pre-order item if you choose to cancel | Any time before it ships |
| You transferred twice or more than the order total | Refund of the extra amount | Report within 30 days |
| Your transfer arrived after the order expired | Full refund, or we restore the order if stock is still available | Report within 30 days |
We don't refund for change of mind, or for pieces that have been worn, washed or had their tags removed. Size exchanges for ready-stock pieces are explained on the Shipping & returns page.
How to ask for a refund
1. Message us on WhatsApp or email with your order number. 2. For damaged, defective or wrong items, add photos and the unboxing video recorded when you opened the parcel. 3. We reply within 2 working days and tell you whether the refund is approved. If the item needs to come back to us, we send you the return address.
How refunds are paid
- Approved refunds are paid within 7 working days after approval, or after we receive and check the returned item.
- We transfer the refund to the bank account or e-wallet you give us, in the name of the person who placed the order.
- The refund is the amount you paid for the refunded item. Shipping is refunded when the problem is our fault.
- Vouchers used on a refunded order are not returned as cash.
Contact
For any question about a refund, see the Contact page, or message us on WhatsApp using the button on every page.
Kebijakan pengembalian dana (Bahasa Indonesia)
Semua pembayaran di situs ini melalui transfer BCA, sehingga pengembalian dana juga dilakukan lewat transfer bank.
Kapan dana dikembalikan:
- Produk rusak, cacat, atau salah kirim: pengembalian dana penuh untuk produk dan ongkirnya, atau penggantian. Laporkan maksimal 3 hari setelah paket diterima.
- Produk habis setelah pembayaran, atau pesanan dibatalkan oleh Modelano: pengembalian dana penuh, kami yang menghubungi Anda.
- Pre-order terlambat lebih dari 14 hari dari perkiraan: dana dikembalikan penuh jika Anda memilih membatalkan.
- Transfer ganda atau lebih dari total pesanan: kelebihan dana dikembalikan. Laporkan maksimal 30 hari.
- Transfer masuk setelah pesanan kedaluwarsa: dana dikembalikan penuh, atau pesanan dipulihkan jika stok masih ada. Laporkan maksimal 30 hari.
Tidak ada pengembalian dana karena berubah pikiran, atau untuk produk yang sudah dipakai, dicuci, atau labelnya dilepas.
Cara mengajukan: hubungi kami lewat WhatsApp atau email dengan nomor pesanan, foto produk, dan video unboxing (untuk produk rusak, cacat, atau salah kirim). Kami membalas dalam 2 hari kerja.
Cara pembayaran: dana dikembalikan dalam 7 hari kerja setelah disetujui, lewat transfer ke rekening bank atau e-wallet atas nama pemesan. Ongkir dikembalikan jika kesalahan ada pada kami. Voucher yang terpakai tidak diuangkan.