Refund Policy

Last updated: April 2025

This Refund Policy outlines how Sivya supports customers through the refund process. While purchases are completed through Shopee or Lazada, we take responsibility for the experience of every customer who discovers products through Sivya. This policy is aligned with Law No. 8 of 1999 on Consumer Protection (UUPK) and Government Regulation No. 80 of 2019 on Electronic Commerce.

1. Sivya's Role

Sivya curates and showcases products available for purchase on Shopee and Lazada. We provide product information, descriptions, and images to help you make informed purchasing decisions. While the actual payment and delivery are processed by the marketplace platform, Sivya stands behind every product we showcase and will support you if something goes wrong.

2. How to Request a Refund

If you have an issue with your order — damaged product, wrong item, non-delivery, or anything else — contact us first:

• Email us at hello@sivya.com with your order number
• Include a brief description of the issue
• Attach photos if the product arrived damaged or incorrect
• We will respond within 2 business days and guide you through the resolution process

3. Refund Process

Once we review your case, we will walk you through the refund or return process on Shopee or Lazada on your behalf. We are familiar with both platforms' buyer protection policies and will make sure you are not navigating it alone. Our goal is a fair and fast resolution for every Sivya customer.

4. Eligible Refund Situations

We will actively support your refund claim in the following situations:

• Product arrived damaged or in poor condition
• Wrong item delivered
• Order not delivered within the expected timeframe
• Product significantly different from what was described on Sivya
• Perishable grocery items arrived spoiled or unusable

5. Product Information Accuracy

Sivya makes every reasonable effort to ensure that product descriptions, images, and pricing displayed on this website are accurate. If there is ever a discrepancy between what we show and what you receive, that is something we take seriously and will help resolve.

6. Consumer Rights Under Indonesian Law

As a consumer in Indonesia, you are protected under Law No. 8 of 1999 on Consumer Protection, which entitles you to:

• Receive accurate and honest product information
• Receive products that match the advertised description
• File a complaint to the Badan Penyelesaian Sengketa Konsumen (BPSK) if your dispute remains unresolved
• Seek remedy through the Yayasan Lembaga Konsumen Indonesia (YLKI) for consumer protection advocacy

We want every Sivya experience to feel right. If something went wrong with your order, we will do our best to make it right — hello@sivya.com