Help | Return & Refund

The maximum period to return and exchange is within 7 days after the order is Delivered. Please note some terms and conditions below before issuing to return or exchange:

1. Products are purchased through the HIKMAT website, offline store, or WhatsApp.
2. Sales and markdown items are also non-returnable and non-exchangeable.
3. Items purchased with Member Points Voucher can be returned with notes that your Member Points will not be recovered. On a special note, terms and conditions apply.
4. Products can be exchanged with the same exact product, other products with the same price, and other products with a higher or lower price.
5. If you make an exchange for an item with a lower price, the remaining balance cannot be refunded.
6. We do not accept complaints without evidence. Before opening your package, please record a clear unboxing video and take some photos to process your return or exchange claim.
7. Your products can be exchanged only once (ONE TIME ONLY).
8. We do reserve the right not to allow the return or exchange of products of any transactions although the condition above is met.

How to make return and exchange:

1. If your product met all the conditions to be returned or exchanged, you will be required to input your order number and email address. You have to choose which product has a problem.
2. You will choose a solution for your problem whether to return/refund or exchange.
3. Choose the shipping method to return your product to our warehouse. If you requested a refund, we will refund in store credit.
4. You will receive a return summary which includes the solution for each returned product.
5. After your product has arrived at the warehouse, our team will check whether the returned product is accepted or not.
6. If you requested for return, you will receive store credit once we have have received your returned item.
7. You may use the store credit to place another order on the item you would like to be exchanged. If the item requested is not available in stock, you may use the store credit for any other items on our site.
8. If you requested exchanges, another order will be created with your requested exchange product and our warehouse team will fulfill your need.

For international orders, the following rules for returns and exchanges apply:

1. If a return or exchange is required due to an error on our end (eg. defect, missing, or incorrect items), we will bear the shipping and customs fees
2. If a return or exchange is required due to the customer’s request (eg. product or color is not suitable), the customer will be responsible for bearing the shipping and customs fee.

If you are unsure of the eligibility of returns of your product, please contact our team via Whatsapp to +62 877 0002 5333.