Refund policy

Last updated: February 2, 2026

At PT KAI UNIVERSAL INDONESIA, we want you to be completely satisfied with your purchase. However, due to the nature of essential oils as personal care and hygiene products, we have established the following policy to ensure safety and quality for all our customers.

1. 7-Day Return Window

In compliance with Indonesian consumer protection guidelines, you have 7 calendar days from the date you receive your item to request a return. After 7 days, we unfortunately cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be unopened, unused, and in the same condition that you received it.

  • Packaging: It must be in the original, undamaged packaging with all seals intact.

  • Proof of Purchase: You must provide a receipt or proof of purchase.

Important: For health and hygiene reasons, any essential oil bottle where the security seal has been brokenor the product has been opened is non-returnable and non-refundable unless it is defective or damaged upon arrival.

3. Damaged, Defective, or Wrong Items

Please inspect your order immediately upon receipt. If the product is defective, damaged (e.g., leaking, broken glass), or if you receive the wrong item:

  1. Contact us within 48 hours of delivery at sales@roen.id.

  2. Provide your order number and a clear unboxing video or photos showing the damage/error.

  3. We will evaluate the issue and, if approved, provide a replacement or full refund at no additional cost to you.

4. How to Initiate a Return

To start a return, please contact us at:

  • Email: sales@roen.id

  • Phone/WhatsApp: +62 812-6622-77

  • Return Address: The zora, blok c5 number 23, Banten, Tangerang, Tangerang, Cikokol, 15117.

Note: Returns sent back to us without first requesting a return will not be accepted.

5. Shipping Costs

  • Defective/Incorrect Items: We will cover the return shipping costs or provide a prepaid shipping label.

  • Change of Mind: If a return is accepted for reasons other than damage or error, the customer is responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable.

6. Refunds & Processing Time

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed automatically to your original payment method (e.g., Bank Transfer, Credit Card, or E-wallet).

  • Timeline: Please allow 7 to 14 business days for the refund to reflect in your account, depending on your bank or payment provider’s policies.