Refund policy

Returns & Refunds Policy

Thank you for shopping at Kalimantan Tropical Fruits.

Due to the rare, perishable, and highly delicate nature of wild-foraged forest fruits and botanical seeds, our return and refund policy is strictly structured to protect product integrity, business sustainability, and international biosecurity laws. Please read the conditions below carefully before placing an order. By completing a purchase on this website, you explicitly acknowledge, understand, and agree to be legally bound by these terms and conditions. All sales are final.

1. Perishable Goods & Seeds (Strictly Non-Returnable)

In accordance with international trade standards for agricultural products, all sales of live fruits, fresh produce, and botanical seeds are strictly final. We do not accept returns, cancellations upon delivery, or exchanges under any circumstances.

* Fruits: Because fresh fruits deteriorate rapidly, require strict environmental controls, and cannot survive return transit, they cannot be safely shipped back, resold, or restocked.

* Seeds: To maintain genetic purity, viability, and prevent the cross-contamination of agricultural pests or diseases, seeds cannot be returned once they leave our controlled facility.

* Natural Variation & Ripeness: Natural variations in size, color, taste, minor cosmetic skin blemishes, or natural stages of ripeness (including fruits arriving under-ripe or fully ripe due to transit conditions) are inherent to wild-foraged produce and do not qualify for a refund, credit, or replacement.

⚠️ Important Biosecurity Note: Do not attempt to ship any items back to our facilities. Any unauthorized physical returns sent to our locations in Indonesia will be automatically rejected and destroyed immediately by agricultural authorities. No refunds, credits, or return-shipping compensation will be issued for unauthorized returns.

2. Damaged or Spoiled Shipments & Third-Party Carrier Disclaimer

We take absolute care in our worldwide air freight and specialized packaging. However, because we utilize third-party logistics providers (e.g., DHL, FedEx, air cargo), Kalimantan Tropical Fruits is not liable for product degradation caused by transit delays, customs inspection hold-ups, airline schedule changes, sorting errors, or weather-related events.

* Conditional Review: If your order arrives severely damaged or spoiled exclusively due to structural packaging failure on our part, you must report it within 12 hours of the official carrier tracking timestamp marking delivery. Reports made after this 12-hour window are strictly ineligible for review.

* Required Proof: Your claim email to `info@kalimantantropicalfruits.com` must include high-resolution photographs and a brief, continuous video showing:

1. The unopened exterior packaging and the shipping label clearly visible.

2. The unboxing process and the exact condition of the fruits/seeds immediately upon opening.

* Resolution: Any remedy—whether a partial store credit or a replacement shipment—is granted purely as a gesture of goodwill and will be determined at the sole and absolute discretion of Kalimantan Tropical Fruits. Original shipping fees and Indonesian phytosanitary certification costs are 100% non-refundable.

3. Failed Deliveries & Customer Responsibility

Fresh fruits are highly time-sensitive. We will not issue refunds, credits, or replacements if a shipment is damaged, delayed, or spoiled due to:

* Incorrect, incomplete, or outdated shipping addresses provided by the buyer at checkout.

* The courier's inability to complete delivery because the recipient was unavailable, unresponsive, or requested to defer/reschedule the delivery date.

* The package being left outdoors, on porches, in hot mailboxes, or at local drop-off collection points after the courier completes the delivery drop-off.

4. Order Cancellations & Harvesting Limitations

You may request a cancellation for a full refund only if your order has not yet been processed, harvested, or prepared.

Because we forage, inspect, and package rare specimens fresh to order, cancellations, modifications, or refunds cannot be accepted once the items have been wild-harvested, packed, certified by Indonesian phytosanitary authorities, or handed over to the logistics provider.

* Seller Cancellation: If we are unable to fulfill your order due to seasonal shortages, bad weather, or failed foraging harvests, we will notify you and issue a 100% full refund.

5. Customs, Import Seizures, and Regulatory Compliance

We provide standard Indonesian export documentation, including a Phytosanitary Certificate issued by the Indonesian Agricultural Quarantine Agency (Barantan) where required. However, the buyer bears 100% sole responsibility for ensuring compliance with the import laws of their destination country.

* We do not issue refunds, credits, or replacements for items confiscated, destroyed, heavily delayed, or returned by your local customs, border protection, or agricultural departments due to a lack of buyer-side import permits (e.g., USDA permits) or specific country restrictions.

* Any additional customs duties, import taxes, or quarantine inspection fees levied by the destination country are the sole responsibility of the buyer.

6. Refund Processing Time

If a refund or partial store credit is officially approved in writing by our management team, it will be processed within 7 to 10 business days. Card refunds will be applied to your original method of payment, subject to your financial institution's processing times.

If you have any questions regarding these terms, or need to report a delivery issue within the strict 12-hour window, please contact us immediately:

* Email: info@kalimantantropicalfruits.com

* Location: Balikpapan, East Kalimantan, Indonesia