Claims Policy

1. To file a claim, please log in to our Official Claims Page using your Hayu Widyas account, or contact our Customer Service team via WhatsApp at +62 813-8370-8797.
2. You will receive a confirmation status containing further instructions for your claim.
3. Once your submission has been confirmed, please send the package to the Hayu Widyas Boutique address provided in those instructions.

The maximum window for reporting a claim is 48 hours (2 x 24 hours) from the time the item arrives at its destination, as indicated on the shipping receipt. For items that never arrive, a report may be filed once the estimated delivery time shown on the courier’s tracking system has passed.

Video Verification System

Every Hayu Widyas transaction is accompanied by video documentation at three points in the process, so that the condition of an item can be objectively verified by both parties:

1. Pre-Shipment Confirmation Video — Before an item is packed and shipped, we record its full physical condition and send this video to you for confirmation. Your confirmation reply serves as proof of your agreement to the condition of the item being shipped. If no response is received within 24 hours of the video being sent, the item will proceed to be packed and shipped as scheduled, and the condition shown in the video will be considered accepted.
2. Unboxing Video — Upon receiving your package, you are required to record a video starting from when the package is still sealed/neatly wrapped through to opening it. This video serves as proof of the item’s condition on arrival and is a mandatory requirement for any claim submission.
3. Return Packaging Video & Photos — If an item is being returned (whether for a defect claim or an exchange), you are required to record the packaging process and send photos of the packaging before it is handed to the courier, as proof of the item’s condition when sent back to us.

These three videos serve as the primary point of comparison in any claim or exchange process. If the condition of the item received matches the Pre-Shipment Confirmation Video, objections based purely on subjective or personal expectations — as opposed to a manufacturing defect, shipping damage, or a mismatch with what was ordered — cannot be processed as a claim or exchange.

Exchange Policy

1. If an item has a defect caused solely by the manufacturing process, and the customer was not given a discount on account of that defect, the Unboxing Video described above must be included with the claim submission.
2. Damage, loss, or misdelivery occurring during shipping is handled under Courier Delivery Failures in the Shipping section, and does not count toward the exchange limit or exchange fee in this policy.
3. Changes to an item’s characteristics resulting from wear, improper use, inadequate care, natural changes to the material, or damage caused by the user or a third party, are not considered manufacturing defects.
4. Exotic leathers (crocodile, python, monitor lizard, and other natural leathers) carry natural variation in scale pattern, colour gradation, and surface texture unique to each hide, as a result of the animal’s natural characteristics and the traditional tanning process. This variation is a material characteristic, not a manufacturing defect, and cannot be used as grounds for a claim, complaint, or exchange.
5. A claim is considered valid if the item being claimed is complete and does not conflict with the terms of this policy. Items being claimed must be sent in clean condition and properly packaged to shipping standards. We reserve the right to decline a claim for any item that does not meet the conditions stated above.
6. Every claim submission is assessed by our internal team. For more complex cases, the item may be sent for expert assessment to the relevant craftsperson or manufacturer. We, or a party we appoint, hold the authority to assess the validity of a claim and determine the resolution procedure.
7. Approved claims may be exchanged for an available product or through a pre-order arrangement. If there is a price difference between the original and replacement product, we will send a Sub-Invoice for that difference to the customer.
8. Each purchase transaction is entitled to a maximum of one (1) exchange for reasons unrelated to a manufacturing defect. A second or subsequent exchange request on the same transaction will not be accommodated in any form, including for an additional fee. An exchange on a direct purchase that is not due to a manufacturing defect is subject to a fee of 15% of the product’s value.
9. The trade-in value of an item purchased at a discounted price is calculated based on the discounted price applied at the original transaction. A discount from one promotional period does not carry over and cannot be applied to a replacement product during a different promotional period. The replacement product is charged at the regular price or the promotional price in effect at the time the exchange request is processed.
10. An item approved for exchange must be shipped back by the customer within a maximum of two (2) days after confirmation. Please ensure the returned product is exactly as received, with tags still attached. The item must be returned in the same box used for the original shipment, along with all original accessories and components.
11. All costs associated with the exchange process, including return shipping and any additional insurance costs, are borne by the buyer.

Shipping

1. Shipping Data Accuracy: Every shipment is carried out based on the address, contact number, and recipient details provided by the customer at the time of ordering. We recommend customers double-check the completeness and accuracy of this data before confirming an order. Delivery errors resulting from incomplete or incorrect data provided by the customer fall outside the scope of the Courier Delivery Failures provision below.
2. Domestic and International: We provide shipping for both domestic and international destinations. Every shipment is covered by shipping insurance to protect against damage or loss in transit.
3. Courier Service: Our shipping service reaches destinations across Indonesia and abroad. The courier can be selected by the customer during the ordering process.
4. Shipping Cost: Shipping costs are calculated based on destination, weight, and size of the item. A detailed shipping cost breakdown is shown at checkout.
5. Courier Delivery Failures: Damage, loss, delay, or misdelivery occurring during shipping — other than delivery errors caused by incorrect data from the customer — is handled as follows: as the registered sender, we file and oversee the claim process with the relevant courier and/or shipping insurer, while the customer is asked to confirm the item’s condition or delivery status as experienced on their end. While the investigation is in progress, we will communicate an interim resolution in line with our applicable internal policy at the time, which will be adjusted once the investigation outcome is received. The final delivery status is determined by the courier’s official proof of delivery — including delivery photos, GPS location, and/or recipient signature — as an objective basis for resolution for both parties.
6. Packing and Shipping Schedule: Every order goes through a Quality Control process before being packed and shipped. Orders placed after 1:00 PM (Western Indonesia Time / WIB, UTC+7) are processed on the next business day. This process ensures every product shipped meets our standards before reaching the customer. We do not accommodate requests to expedite packing or shipping outside of this schedule, through any communication channel. Processing time arising from the Quality Control stage does not constitute a delay and cannot be used as grounds for a claim or complaint.
7. Delivery Duration: Delivery duration depends on the courier service selected by the customer at the time of ordering.

Complaint Resolution

We are committed to resolving every complaint fairly and transparently through direct communication with our Customer Service team. We encourage customers to describe their complaint as clearly as possible, together with any relevant supporting evidence, so we can follow up quickly and appropriately.