Return & Refund Policy

1. General Principle

Aerogreens products are fresh and perishable, and are harvested to order. For that reason, fresh products generally cannot be returned once received, except where there is a quality problem or an error with the order, as described below. This policy is operated by CV Anugerah Satria Agro.

2. Quality Guarantee

We guarantee that products are delivered fresh and as ordered. You may request a replacement or a refund if:

• The product arrives damaged, spoiled, or unfit for consumption;
• The product received does not match your order (wrong item or quantity); or
• The order is incomplete (an item is missing).

3. How to Make a Claim

1. Contact us via WhatsApp or email (see the contact details below).
2. Include your order number, a description of the issue, and photos/video as evidence.
3. Our team will review and respond, usually within 1×24 working hours.

4. Resolutions We Offer

Once a claim is approved, you may choose one of the following:

• Product replacement on your next delivery; or
• Refund for the value of the affected product; or
• Store credit for a future purchase.

5. Refund Process & Timeline

• Refunds are processed back to the original payment method (QRIS / Virtual Account) via our payment provider, Xendit.
• Funds are typically received within 7–14 working days after a claim is approved, depending on your bank/payment provider.
• Delivery fees are non-refundable unless the entire order was affected due to our error.

6. Cancellation Before Delivery

If you cancel an order before the product has been harvested/prepared, we will issue a full refund. Once the product has been harvested to your order, cancellation may not be possible due to the perishable nature of the product.

7. Exclusions

• Damage caused by improper storage after the product is received.
• Claims submitted more than 24 hours after receipt.
• Reasonable, natural variation in colour, size, or shape of living, farm-grown products.