Return & Refund Policy
Disclaimer : This return mechanism applies to payment methods other than OVO.
- For Products that have been received by the Buyer, a Return or Refund request can be made under the following conditions:
- Damage Product
- Expired Product
- Incorrect/Incomplete Product (wrong size or wrong Product
- For product orders received by the Buyer with fewer items than ordered, the Buyer can request a refund for the missing quantity.
- Return or Refund requests for reasons other than those mentioned in Points 1) and 2) above cannot be processed.
- Terms and Conditions for submitting a return or refund request by the Buyer are as follows:
- Items must be in their original purchase condition.
- All packaging of each item must be unopened and undamaged in any way except for claims of damaged products.
- The Buyer is required to perform an Unboxing Video as proof for submitting a Return/Refund.
- Items purchased as part of a set or multi-item package must be returned as a complete set.
- Partial returns are allowed, but not for items not included in the return request.
- Product return requests can only be submitted to Watsons Customer Service no later than 2 (two) business days after the order is received by the Buyer, by sending a complaint email to Watsons Customer Service (customerservice@watsos.co.id) complete with photos of the condition of the received product order/video of the Product Unboxing, and then follow further directions from Customer Service.
- The Buyer must send the product to be returned no later than 3 business days after obtaining approval from Watsons Customer Service to the Watsons Head Office address, which will be provided by Customer Service, along with the completed Return Form.
- For product returns, the Buyer is advised to choose JNE or PT. POS delivery services with Regular shipping (COD shipping services are not allowed), and the Buyer must pay the shipping cost first.
- The return shipping cost will be covered by Watsons and will be reimbursed to the Buyer along with the refund.
- After the returned Product has been shipped via Expedition, a photo of the return shipping receipt must be sent/informed to Customer Service.
- Customer Service has the right to reject the Return request if the Buyer has not sent the returned goods within the specified time.
- If all data/forms/Products have been completely received and checked by Watsons and are in accordance, the Refund process to the Buyer's Bank Account will be carried out no later than 14 (fourteen) business days from the date the product is received at the address listed on the Return Form, or from the date the Refund Request is received in case of products received in less quantity than ordered.
Return & Refund Policy - OVO
Refund solution with OVO payment method.
How long will it take me to receive my refund with OVO payment method?
Currently, the OVO payment method is not supported by the current refund method, so the refund will be in the form of a refund voucher.
The refund period is calculated after the customer has obtained approval from Watsons.
Refund Voucher is a refund in the form of a voucher that you get when you return a product for reasons of order cancellation (Change of Mind, Oversized/Small Size) or an error in the product sent. Refunds using the Voucher Refund method are processed within 1 working day after the item arrives at Watsons or upon approval and verification by Customer Service.
If there is an error using the refund voucher, it will be returned in the form of a replacement voucher.
What are the solutions provided by Watsons for product return issues with OVO payment methods?
Watsons will offer 2 kinds of solutions for product returns;
- Vouchers (refunds in the form of shopping vouchers), and
- Other solutions (e.g. return of excess).
Here are the return solutions based on the reason for return:
- Product and/or packaging damaged - Refund voucher.
- Product not as ordered - Refund voucher.
- The product is expired - Refund voucher.
- Product quantity is less - Refund voucher.
- Specification/Size/Color not as described - Refund voucher.
- Incomplete product accessories - Refund voucher.
- Product quantity is excess - Refund excess.
- Product does not meet expectations - Refund voucher.
The quality standard inspection process is a maximum of 3 days after we receive/arrive at Watsons.
When can I receive my refund voucher?
The refund voucher will be added to your account as soon as we provide a solution for the return of the product.
Can refund vouchers from returns be combined with other vouchers?
Refund vouchers cannot be combined with other vouchers.
What should I do if my refund voucher cannot be used?
Refund vouchers cannot be used if they do not comply with the terms and conditions that have been determined. You can contact Customer Service for further assistance.
Can I use part of the amount of my refund voucher?
The refund voucher value can only be used in full. Please ensure that the price of the product you purchase is greater than the value of your voucher.
Will my return voucher be lost if my order status is canceled?
If the order is canceled due to non-payment, the refund voucher will be returned to your account.
What are the terms of the use of refund vouchers from returns?
- Valid only for Watsons ID website and app users
- There is no minimum payment.
- The refund voucher can only be used once.
- The refund voucher validity period is 30 days after the voucher is issued.
Returned products will go through a quality standard check from Watsons. Watsons reserve the right to send back your products that do not meet the quality standards of product returns.
Watsons' decisions and policies regarding the approval of product returns and/or refund vouchers are absolute and inviolable. Watsons reserves the right to reject your return submission if the return submission does not comply with the terms and conditions.