Return & Refund Policy — Vingold Bionergy
Effective as of August 29, 2025
This policy applies to purchases of our biomass products (Wood Pellets and Dried Wood Chips) made via our website or direct order. Please read together with our Terms & Conditions and Privacy Policy. Standard commercial terms are Ex-Work (ExW) Sumedang unless otherwise agreed in the contract or invoice.
1) Eligibility for Returns and Claims
- Claim window: within 7 calendar days from the date you receive the goods at your site.
- Required documentation: order or invoice number, photos/videos of the goods upon arrival and opening, receiving report if any, and lab test or COA if relevant.
- Bulk goods and goods that have been unloaded or used are generally not returnable unless a verified material quality defect exists.
- For 25 kg bag packaging, only unopened and undamaged bags can be considered for return.
2) Non-returnable Items
- Custom or special orders (non-standard specs, special blends, private labels).
- Damage caused by improper handling or storage after ExW handover or as per the agreed INCOTERMS.
- Changes in material condition due to environmental exposure at the buyer’s facility (e.g., high humidity).
- Variations within stated industry tolerances (size, moisture, ash, calorific value, and similar parameters).
3) Return and Claim Process
Step A — Submit a Claim
- Email vingoldbionergy@gmail.com or WhatsApp +62 811 248 0879 within 7 days.
- Attach complete evidence (photos/videos, batch numbers, delivery documents).
Step B — Evaluation
- Our QA team will review your evidence within approximately 5 to 7 business days. Third-party lab testing may be requested where appropriate (fees may apply as agreed).
Step C — Decision and Options
- Replacement of the affected product on a subsequent delivery, or
- Refund on a proportional basis, or
- Store credit toward a future order.
- Return instructions (if approved) will be provided before the goods are sent back.
Return Address (ExW)
Sumedang Factory — JL. Fatmawati No. 88 KM 3, Dusun Magahurip, Kec. Tomo, Kab. Sumedang.
4) Costs, Return Shipping, and Refund Timeline
- Unless a verified supplier fault, return freight and insurance are the buyer’s responsibility.
- For returns due to change of plan or non-fault reasons, a restocking fee of up to 15% may apply if return is approved.
- Refund timing: after the goods are received and verified at our factory, refunds are processed within approximately 7 to 14 business days via the original payment method or bank transfer.
5) Damage in Transit
- If the agreed term is Ex-Work (ExW), risk transfers at factory handover. Transit damage claims should be lodged with the carrier or insurer appointed by the buyer.
- For shipments arranged by us under other INCOTERMS (e.g., FOB or CIF), follow the claim instructions on the shipping documents. Document any damage at the time of delivery.
6) Summary of Quality and Size Tolerances
- Wood Pellets (8 mm): historical example parameters — GCV ~4321 kcal/kg; Moisture ~6.83%; Ash ~3.02%. Contractual parameters follow the offer or PO.
- Dried Wood Chips: GCV 3,800 to 4,200 kcal/kg; Moisture < 25%; Ash < 5%; Size mix 1 to 5 mm thick, 8 to 20 mm wide/long; allowances > 20 mm max 5% and < 8 mm max 5%.
- Final specifications and tolerances are as stated in the quotation or contract and related technical documents.
7) Force Majeure
Delays or failure caused by events beyond reasonable control (natural disasters, government actions, logistics disruptions, and similar) are handled according to our Terms & Conditions.
8) Policy Updates
We may update this policy from time to time. The latest version will be published on this page with the effective date.
9) Contact
Email: vingoldbionergy@gmail.com · WhatsApp: +62 811 248 0879
Website: vingoldbionergy.com
Renewable energy company from Indonesia, since 2023. Premium wood chips & pellets for a sustainable future.
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