Refund Policy

Product Exchange

We understand that receiving a product that does not meet your expectations can be disappointing. Therefore, DealerGroup.id offers the opportunity for a product exchange within a maximum of 7x24 hours (1 week) after receiving the item, under the following conditions:

  • Applies only to products with manufacturing defects, shipping errors, or incorrect sizing.

  • The product must be new, unused, and in its original packaging.

  • Exchanges can only be made for a similar product or a product of higher value (with the customer paying the price difference).

  • Purchased items cannot be returned for a cash refund.

Video Unboxing Policy for Damage or Defect Claims

To file a claim for a damaged or defective product, customers must include unboxing video evidence showing:

  1. The condition of the package before it is opened (ensure the package is still sealed).

  2. The process of opening the package until the product is clearly visible.

  3. The details of the damage or defect on the product.

⚠️ Claims without an unboxing video cannot be processed.

Product Exchange Process

1. Contact Customer Service

Within a maximum of 7x24 hours (1 week) after receiving the product.

2. Submit Your Exchange Request

Send your exchange request via:
📧 Email: support@dealergroup.id
📱 WhatsApp: +62 821-1438-7307 (example, replace with your active number)

Include the following details:

  • Your order number

  • A description of the issue

  • The unboxing video evidence

3. Prepare the Product for Exchange

  • The product must be in new, unused condition and returned in its original packaging.

  • Include an invoice or proof of purchase inside the package.

Inspection & Replacement Product Shipment

  • Once the returned product is received, our team will inspect and confirm its status within a maximum of 5 business days.

  • If approved, the replacement product will be shipped following our standard shipping procedures.

  • If the requested exchange item is out of stock, you may choose a similar product or a product of higher price (with the price difference paid by you).

Products That Cannot Be Exchanged

  • Products with missing tags.

  • Products that have been used or are not in new condition.

  • Products without original packaging, or with a damaged/missing seal.

  • Exchange requests submitted beyond the 7x24 hour (1 week) limit.

  • Claims without unboxing video evidence.

Shipping Costs for Exchanges

  • If the error is due to DealerGroup.id (manufacturing defect or incorrect shipment), we will cover the shipping cost for the replacement product.

  • If the exchange is due to incorrect sizing or customer preference, the shipping cost will be your responsibility.

By shopping at DealerGroup.id, you agree to this Refund & Exchange Policy.
If you have any further questions, please contact our customer service team for assistance.

📧 Email: support@dealergroup.id
📱 WhatsApp: +62 821-1438-7307