On AVTub, we want you to be completely satisfied with every purchase. If your order isn’t quite right, we make returns, exchanges, and tracking as simple and effortless as possible for our customers across Indonesia.
1. Easy 30-Day Return & Exchange Policy
We offer a hassle-free 30-day return and exchange policy starting from the date your package is delivered.
- Exchanges: Exchanges for the same item (different size or color) are 100% free of charge.
- Returns: For standard returns, a nominal return processing fee of IDR 35,000 will be deducted from your total refund amount to cover return logistics.
- Condition of Items: Returned or exchanged merchandise must be unworn, unwashed, unaltered, and in original saleable condition with all original brand tags attached. Swimwear and beauty items must have intact hygienic seals.
- Final Sale & Clearance: Clearance items, custom-altered products, and digital items are final sale and non-returnable.
2. Return & Exchange Instructions
- Initiate Your Request: Log in to your AVTub account, navigate to “My Orders”, and click “Request Return/Exchange” (or contact our customer care team).
- Pack Your Items: Securely pack the item(s) in the original box/bag along with your order invoice.
- Dispatch Package: Attach the provided shipping label or QR code and drop off your package at the nearest JNE, J&T Express, or SiCepat drop-off point.
- Track Status: Track your return journey in real time via the tracking code sent to your registered email or WhatsApp.
Note: Please do not send returns directly to our administrative office without initiating a request online, as this may delay processing.
3. Damaged or Defective Items
If you receive an item that is defective, damaged, or incorrect:
- Please notify us within 48 hours of package receipt.
- Submit a photo or unboxing video to theavtub@gmail.com or via our WhatsApp Customer Care.
- We will arrange a free replacement pickup or full refund immediately.
4. Price Adjustment Policy
If a full-priced item you purchased goes on sale within 7 days of your purchase date, we will gladly issue a one-time store credit for the price difference. Contact customer service with your order ID to claim a price adjustment.
5. Shipping Options & Delivery Fees (Indonesia Domestic)
We partner with Indonesia’s leading logistics providers (JNE, J&T, SiCepat, and GoSend/GrabExpress) to ensure fast delivery.
| Shipping Method | Estimated Delivery Time | Standard Rate |
|---|---|---|
| Standard Ground (Java & Bali) | 2–4 Business Days | IDR 20,000 (Free over IDR 500,000) |
| Outer Islands (Sumatra, Sulawesi, Kalimantan, Papua, etc.) | 4–7 Business Days | IDR 35,000 – 50,000 |
| Express / Instant (Jabodetabek) | Same Day / Next Day | Calculated at Checkout (GoSend/GrabExpress) |
- Order Processing: Orders placed before 14:00 WIB (Monday–Friday) are processed on the same day. Orders placed on weekends or public holidays will be processed the following business day.
6. Order Tracking & Notifications
Once your order ships, you will receive an automated confirmation email and SMS/WhatsApp notification containing your courier tracking number (AWB/Resi). You can also track your shipment status anytime under My Account > Order History on theavtub.com.
7. Payment Methods & Refunds
Refunds are processed within 3–5 business days after our warehouse receives and inspects your returned merchandise. Refunds will be issued via your original payment method or as AVTub Store Credit:
- Cash On Delivery: Easy to access when received a parcel.
- E-Wallets & QRIS (Gopay, OVO, ShopeePay, Dana): Refunded directly within 24-48 hours post-approval.
- Virtual Account / Bank Transfer (BCA, Mandiri, BRI, BNI): Refunded directly to your bank account.
- Credit Card: Refund reflected in 1-2 billing cycles depending on your bank.
Need Assistance?
Our customer care team is available to assist you:
- Email: theavtub@gmail.com
- Timing: (Monday – Saturday, 09:00 – 18:00 WIB)
- Website: theavtub.com