By placing an Order with XPEL Indonesia, you acknowledge and agree to the terms of this Policy.

1. Eligibility for Returns

Customers may request a return if the Product:

• Is received in a damaged condition;
• Is defective or does not function as intended;
• Is materially different from the Product described in the Order; or
• Is the wrong Product due to an error by XPEL Indonesia.

Return requests must be submitted within 7 working days from the date the Product is received.

Products must be returned in their original condition, together with the original packaging, accessories, and other items provided with the Product, where applicable.

2. Products That Cannot Be Returned

Returns may not be accepted for Products that:

• Have been used, modified, installed, or altered by the Customer;
• Have been damaged due to Customer negligence or improper use;
• Are damaged after delivery due to circumstances attributable to the Customer;
• Are missing original packaging or accessories, where applicable;
• Are custom-made, customized, or specially prepared for the Customer; or
• Are otherwise identified as non-returnable at the time of purchase.

For Products that have already been installed, the eligibility for return or replacement will be assessed by XPEL Indonesia based on the circumstances of the claim.

3. Installation Services

Installation Services are generally non-refundable once the installation process has commenced.

If a Customer believes that an installation was not performed properly or that a defect has occurred as a result of the installation, the Customer should contact XPEL Indonesia as soon as reasonably possible.

XPEL Indonesia may inspect the vehicle and/or installation before determining the appropriate resolution.

Depending on the circumstances, XPEL Indonesia may offer:

• Re-installation or correction of the affected area;
• Replacement of the applicable Product;
• A partial or full refund; or
• Another reasonable solution.

The resolution will be determined based on the nature of the issue and applicable warranty terms.

4. Damaged or Incorrect Products

Customers should inspect their Order promptly after delivery.

If a Product is damaged, defective, or incorrect, Customers should contact XPEL Indonesia and provide:

• Order number;
• Customer name and contact information;
• Description of the issue;
• Photos or videos showing the condition of the Product and packaging; and
• Other information reasonably requested by XPEL Indonesia.

XPEL Indonesia may require the Product to be returned for inspection before approving a replacement or refund.

5. Return Procedure

To request a return, Customers should contact XPEL Indonesia through our official customer service channels.

The return request should include the relevant Order information and supporting evidence.

If the return request is approved, XPEL Indonesia will provide instructions regarding the return process and delivery address.

Customers should not send Products to any address without receiving return instructions from XPEL Indonesia.

6. Return Shipping Costs

If the return is caused by an error attributable to XPEL Indonesia, such as the delivery of an incorrect Product or a defective Product confirmed by XPEL Indonesia, XPEL Indonesia may cover reasonable return shipping costs.

If the return is requested for reasons unrelated to an error or defect attributable to XPEL Indonesia, the Customer may be responsible for the applicable return shipping costs.

The applicable shipping arrangements will be communicated to the Customer during the return process.

7. Refund Eligibility

A refund may be provided in circumstances including:

• An Order is cancelled and the cancellation is approved;
• A Product cannot be fulfilled after payment has been completed;
• A duplicate payment has occurred;
• A defective or incorrect Product is confirmed and a replacement is unavailable;
• A return is approved in accordance with this Policy; or
• Another refund circumstance is approved by XPEL Indonesia.

Refund eligibility will be determined after reviewing the relevant Order and circumstances.

8. Refund Process

Once a refund has been approved, XPEL Indonesia will initiate the refund process.

Where the original payment was made through a payment gateway or other third-party payment provider, the refund may be processed through the same payment method used for the original transaction, where supported.

The time required for the funds to appear in the Customer’s account may vary depending on the payment method, payment provider, bank, or financial institution.

XPEL Indonesia does not control the processing time of third-party financial institutions.

9. Cancellation Before Fulfillment

Customers may request cancellation before an Order has been processed, shipped, or fulfilled.

Cancellation requests should be submitted as soon as possible.

Once an Order has been shipped, installed, or fulfilled, cancellation may no longer be available.

If a cancellation is approved, any applicable refund will be processed in accordance with this Policy.

10. Partial Refunds

In certain circumstances, XPEL Indonesia may approve a partial refund instead of a full refund.

The amount of any partial refund will depend on the condition of the Product, the nature of the issue, the portion of the Service already performed, and other relevant circumstances.

11. Failed or Duplicate Payments

If a Customer’s payment is deducted but the Order is not successfully created, the Customer should contact XPEL Indonesia with the relevant payment or transaction information.

If a Customer is charged more than once for the same Order due to a technical or payment-processing error, XPEL Indonesia will review the transaction and, where the duplicate payment is confirmed, arrange an appropriate refund.

Refund timing may depend on the applicable payment provider or financial institution.

12. Promotions and Special Offers

Products or Services purchased as part of a promotion, discount, voucher, bundle, or special offer may be subject to additional return and refund conditions.

Any specific conditions applicable to a promotion will be communicated to the Customer at the time of purchase.

13. Warranty Claims

A warranty claim is separate from a standard return request.

Where a Product or Service is covered by a manufacturer’s or XPEL Indonesia’s warranty, Customers may be required to follow the applicable warranty claim procedure.

Warranty claims will be assessed according to the applicable warranty terms and conditions.

14. Non-Refundable Fees

Certain fees may be non-refundable where applicable, including fees for Services that have already been performed, customized Products, special-order Products, or other charges expressly identified as non-refundable before purchase.

15. Fraudulent or Unauthorized Transactions

XPEL Indonesia reserves the right to suspend or cancel an Order and withhold fulfillment where there are reasonable grounds to suspect fraud, unauthorized payment activity, abuse of promotional offers, or other unlawful activity.

Where appropriate, XPEL Indonesia may cooperate with payment providers, financial institutions, or relevant authorities in relation to suspected fraudulent transactions.

16. Changes to This Policy

XPEL Indonesia may update or modify this Return and Refund Policy from time to time.

Any changes will be published through our official website or application and will become effective upon publication unless otherwise stated.

When contacting us regarding a return or refund, please provide your Order Number and relevant supporting information to help us process your request efficiently.

By purchasing Products or Services from XPEL Indonesia, you acknowledge that you have read and understood this Return and Refund Policy.