Refund & Returns

Refund & Returns Policy

At Exortive, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help with our hassle-free return and refund policy.

Return Eligibility

You can return your product if it meets the following conditions:

  • Return request made within 14 days of delivery
  • Product is unused, unwashed, and in original condition
  • All original tags, labels, and packaging are intact
  • Proof of purchase (order number or receipt) is provided
  • Product is not damaged due to misuse or negligence

Non-Returnable Items

The following items cannot be returned:

  • Products purchased during final sale or clearance events
  • Customized or personalized items
  • Products damaged due to customer misuse
  • Items without original packaging or tags

How to Initiate a Return

  1. Contact our customer service team at returns@exortive.com or +62 XXX-XXXX-XXXX
  2. Provide your order number and reason for return
  3. Receive return authorization and shipping instructions
  4. Pack the item securely in its original packaging
  5. Ship the item to our return address (provided in authorization email)
  6. Keep your shipping receipt for tracking

Return Shipping

Defective or Wrong Items:
We will cover the return shipping cost. Contact us for a prepaid shipping label.

Change of Mind:
Customer is responsible for return shipping costs. We recommend using a trackable shipping service.

Refund Process

Once we receive and inspect your returned item:

  • Inspection: 2-3 business days after receipt
  • Approval: You'll receive email confirmation
  • Refund Processing: 5-10 business days
  • Refund Method: Original payment method

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

We currently don't offer direct exchanges. If you need a different size or color:

  1. Return the original item for a refund
  2. Place a new order for the desired item

To ensure availability, we recommend placing the new order before returning the original item.

Defective or Damaged Products

If you receive a defective or damaged product:

  • Contact us within 48 hours of delivery
  • Provide photos of the defect or damage
  • We'll arrange for a replacement or full refund
  • Return shipping will be covered by Exortive

Wrong Item Received

If you receive the wrong item:

  • Contact us immediately at support@exortive.com
  • Do not use or remove tags from the item
  • We'll arrange pickup and send the correct item
  • No additional charges will apply

Refund Timeline

  • Credit/Debit Card: 5-10 business days after approval
  • Bank Transfer: 3-7 business days after approval
  • E-Wallet: 1-3 business days after approval

Refund processing times may vary depending on your bank or payment provider.

Cancellation Policy

Before Shipment:
You can cancel your order free of charge. Contact us immediately at support@exortive.com.

After Shipment:
Order cannot be cancelled. You may refuse delivery or follow our return process once received.

Store Credit

Instead of a refund, you may opt for store credit which:

  • Has no expiration date
  • Can be used for any future purchase
  • Is processed faster than refunds (1-2 business days)

Contact Returns Department

For return and refund inquiries:

  • Email: returns@exortive.com
  • Phone: +62 XXX-XXXX-XXXX
  • WhatsApp: +62 XXX-XXXX-XXXX
  • Hours: Monday - Friday, 9:00 AM - 6:00 PM WIB

Our returns team typically responds within 24 hours during business days.