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Refund Policy

Return & Refund Policy

At SPJ Teak Furniture, customer satisfaction is important to us. Because most of our products are made to order or manufactured according to customer specifications, this Return & Refund Policy explains the circumstances under which returns, replacements, and refunds may be accepted.

1. Made-to-Order Products

Most products manufactured by SPJ Teak Furniture are custom-made or produced specifically for each customer.

For this reason, products cannot be returned or refunded simply because of:

  • Change of mind;

  • Order cancellation after production has begun;

  • Customer preference changes;

  • Minor natural variations in wood grain, texture, or color;

  • Characteristics inherent to solid teak wood.

2. Eligible Returns

Returns may only be accepted if:

  • The product received differs significantly from the approved specifications;

  • A manufacturing defect is confirmed;

  • Incorrect products were shipped by SPJ;

  • The issue is reported within the required claim period.

Each claim is reviewed individually.

3. Claim Procedure

Customers must notify SPJ within 7 calendar days after receiving the goods.

Claims should include:

  • Order number or invoice number;

  • Description of the issue;

  • Clear photographs or videos;

  • Quantity of affected products;

  • Any supporting documentation requested by SPJ.

Claims submitted after the reporting period may not be accepted.

4. Inspection

SPJ reserves the right to:

  • Review photographs and documentation;

  • Request additional evidence;

  • Conduct a remote inspection;

  • Request an independent third-party inspection where appropriate.

Approval of any claim is at SPJ's reasonable discretion based on the available evidence.

5. Refunds

If SPJ determines that a refund is appropriate, it may be issued as:

  • Full refund;

  • Partial refund;

  • Credit toward a future order.

The type and amount of refund will depend on the nature and extent of the verified issue.

Refunds will be processed using the original payment method unless otherwise agreed.

6. Replacements or Repairs

Instead of a refund, SPJ may choose to:

  • Repair the affected products;

  • Manufacture replacement products;

  • Replace defective components;

  • Provide replacement parts;

  • Offer another mutually agreed solution.

This decision will be made in consultation with the customer.

7. Non-Refundable Situations

Refunds and returns are not available for:

  • Custom-made products without manufacturing defects;

  • Products damaged due to improper installation or assembly;

  • Damage caused after delivery;

  • Improper storage or maintenance;

  • Normal wear and tear;

  • Outdoor exposure without appropriate treatment;

  • Customer misuse or negligence;

  • Damage occurring after the transfer of risk under the agreed Incoterms.

8. Shipping Costs

If SPJ is responsible for the verified manufacturing defect or shipping error, reasonable return or replacement shipping costs may be covered by SPJ.

If the return is not due to an error by SPJ, all shipping, customs, insurance, duties, taxes, and related expenses remain the responsibility of the customer.

9. Natural Characteristics of Wood

Solid teak is a natural material.

Variations in:

  • Wood grain;

  • Color;

  • Texture;

  • Natural knots;

  • Mineral streaks;

  • Minor dimensional movement due to humidity and climate;

are considered normal characteristics and are not manufacturing defects.

10. Order Cancellation

Orders may be cancelled before production begins.

Once production has commenced, deposits are generally non-refundable, and cancellation fees may apply to cover materials, labor, and production costs already incurred.

11. Contact Information

For return or refund requests, please contact:

SPJ Teak Furniture
 CV Sumber Pinus Jaya
Jl. Raya Jegles No. 31, Kediri, East Java, Indonesia
Email: spjteakfurniture@gmail.com
Website: https://spjteakfurniture.com


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