Refund & Replacement Policy
1.1 Our Commitment to Sustainability
The Company does not accept product returns or provide monetary refunds. This policy is designed to minimize waste, reduce our carbon footprint, and encourage responsible consumption. We are committed to delivering high-quality products; all items undergo thorough quality inspections before they are made available to customers. Therefore, instances requiring returns are exceedingly rare. In the event of a legitimate quality issue despite our precautions, we provide replacements as outlined in Section 1.4 below.
1.2 Quality Claim Process
If you believe you have a legitimate claim regarding product quality:
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Contact us within 7 days of receiving your product.
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Provide your order information and a detailed description of the issue.
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Crucially, you must follow the inspection guidance outlined in our delivery note, which requires you to video the package prior to opening and during the opening process. This video evidence is essential for our investigation.
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Include photographic evidence of the issue where applicable.
Important: Claims submitted without the required supporting video evidence will not be entertained. This requirement protects both parties and ensures a fair and transparent assessment of any alleged quality issues.
1.3 Investigation and Resolution
Upon receiving a quality claim, we will:
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Conduct a proper investigation into the issue
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Verify the validity of the claim based on product standards and conditions at the time of sale
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Respond within a reasonable timeframe
1.4 Valid Claims – Replacement Only
If our investigation confirms a valid quality issue:
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We will replace the goods at no cost to you
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If the exact product is no longer available, we will provide an equivalent substitute of equal value
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Replacement products will be made available for pickup at your nearest EditLife location or shipped according to the delivery terms communicated at that time
1.5 What We Do NOT Cover
We do not consider or provide remedies for:
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Consequential damages of any kind
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Change of mind
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Incorrect sizing (unless significantly misrepresented)
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Normal wear and tear
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Damage caused by improper use or handling
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Products purchased more than 30 days prior to claim
1.6 Legal Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws, including:
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Australian Consumer Law (Competition and Consumer Act 2010)
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Indonesian Consumer Protection Law No. 8/1999
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Singapore's Consumer Protection (Fair Trading) Act
These laws may provide you with certain remedies that cannot be excluded. This policy operates alongside, not in place of, your legal rights.
1.7 Contact for Claims
To submit a quality claim:
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Email: [support@asa-editlife.com]
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In Person: At any EditLife location