REFUND AND RETURNS POLICY

ARSA Technology

Last Updated: January 9, 2026
Effective Date: January 9, 2026

ALL SALES ARE FINAL

At ARSA Technology, all sales are final. Once a product has been delivered to the customer, it cannot be returned for refund or exchange except in the specific circumstances outlined below.

This policy applies to all products purchased through our website at shop.arsa.technology, including:

ARSA AI Box Series (Basic Safety Guard, Smart Retail Counter, Traffic Monitor, DOOH Audience Meter)
Self-Check Health Kiosks
AI API Subscriptions
All hardware and software products
Accessories and components

WHY WE HAVE THIS POLICY

Our “no returns” policy exists because:

✓ Specialized Technology Products – Our products contain proprietary AI software pre-installed and configured
✓ Quality Assurance – Each unit is individually tested and quality-checked before delivery
✓ Installation Support Included – Setup assistance and technical support are included in the purchase price
✓ Comprehensive Warranty – Your investment is protected by a 1-year manufacturer’s warranty
✓ Industry Standard – This policy is standard for B2B technology and specialized equipment

EXCEPTIONS TO THE NO RETURNS POLICY

Returns and refunds are ONLY accepted in the following circumstances:

1. DEFECTIVE PRODUCTS (Dead on Arrival)

What Qualifies:

Product completely non-functional upon delivery
Hardware defect present immediately when unboxing
Product fails to power on or initialize
Critical components missing or damaged inside the box
Product does not perform core functions as advertised

What Does NOT Qualify:

Minor cosmetic imperfections that don’t affect functionality
Compatibility issues with customer’s existing systems (should be verified before purchase)
Performance doesn’t meet customer’s expectations (within normal specifications)
Customer changed their mind or made a purchase mistake

How to Report:

Timeline: Must report within 24 hours of delivery (with video prove)
Contact: Email [email protected] with:
- Order number
- Product serial number
- Detailed description of defect
- Clear photos AND videos showing the defect
- Any error messages displayed

What Happens Next:

ARSA technical team conducts remote diagnostic (if possible)
If defect confirmed, Return Merchandise Authorization (RMA) issued within 24-48 hours
Customer return the product to provided address by ARSA Technology

Resolution Options (Your Choice):

Replacement: New unit shipped immediately (after defected product received back by ARSA) with priority delivery
Full Refund: 100% refund (after defected product received back by ARSA)
Repair: Unit repaired and returned (if you prefer the same serial number)

2. WRONG ITEM SHIPPED

What Qualifies:

ARSA shipped a different product than ordered
Incorrect model or configuration sent
Product specifications don’t match order confirmation

How to Report:

Timeline: Must report within 24 hours of delivery
Contact: Email [email protected] with:
- Order number
- Photos AND Videos of received item
- Copy of order confirmation showing correct item
- Product serial number or SKU

What Happens Next:

ARSA verifies the error (usually within 2-4 hours)
Correct item shipped immediately (often before return is received)

Resolution Options:

Exchange: Correct item sent via express shipping
Full Refund: Complete refund
Remote Configuration: ARSA Team will re-configure you unit into correct AI Box Series)

3. SHIPPING DAMAGE

What Qualifies:

Product damaged during transit
Box crushed, torn, or showing signs of impact
Visible damage to product upon opening
Loose components or broken parts due to shipping

How to Report:

At Delivery: Note damage on delivery receipt before signing
After Delivery: Report within 24 hours if damage not immediately visible
Contact: Email [email protected] with:
- Order number
- Photos AND Videos of damaged box (all sides)
- Photos AND Videos of damaged product
- Delivery receipt (if damage noted)
- Shipping label/tracking number

What Happens Next:

ARSA files insurance claim with shipping carrier
RMA issued
Replacement shipped within 5-10 business days
Return instructions provided

Resolution:

Full replacement at no cost
Or full refund including shipping
All costs covered by ARSA’s shipping insurance

4. MISSING ITEMS OR ACCESSORIES

What Qualifies:

Ordered product not included in shipment
Accessories missing (power cables, mounting hardware, manuals, etc.)
Components listed in product description not present

How to Report:

Timeline: Must report within 24 hours of delivery
Contact: Email [email protected] with:
- Order number
- List of missing items
- Photo AND Videos of packing slip
- Photo AND Videos of all items received

What Happens Next:

ARSA verifies against shipping records
Missing items shipped immediately via express delivery
Or partial refund issued if items not critical to function

Resolution:

Missing items sent at no cost (priority shipping)
Or proportional refund for missing components

ORDER CANCELLATIONS

Before Shipment

You Can Cancel If:

Order status shows “Processing” or “Payment Confirmed”
You contact us within business hours before shipment preparation

How to Cancel:

Email [email protected] immediately
Subject: “Order Cancellation Request – Order #[Your Order Number]”
Include order number and reason for cancellation

Refund Details:

Full Product Refund: 100% of product price refunded
Shipping Fees: Original shipping fees refunded (if paid)
PayPal Processing Fees: Non-refundable (typically 2-6% of order value)
Timeline: Refund processed within 5-10 business days

After Shipment

Cannot Be Cancelled:

Once order has shipped, cancellation is no longer possible
All sales final upon delivery
Track your order and prepare to receive it
If product arrives defective, follow defective product process (Section 1 above)

Custom/Made-to-Order Products

Non-Cancellable:

Custom configurations cannot be cancelled once production begins
Production typically begins within 48 hours of order confirmation
No refunds once production started
Exception: If ARSA fails to deliver per agreed specifications

For Custom Orders:

Detailed specifications confirmed before production
Progress updates provided during manufacturing
Customer approval required at key milestones

WHAT TO DO BEFORE PURCHASING

To Avoid Purchase Mistakes:

Since all sales are final, we strongly encourage you to:

1. Verify Product Suitability

Read full product descriptions and specifications
Review technical requirements carefully
Confirm product meets your specific needs
Check compatibility with your existing systems

2. Confirm Infrastructure Requirements

Review setup requirements (especially for AI Box products)
Ensure you have necessary CCTV cameras, network, and power infrastructure
See our “5-Minute Setup Requirements” documentation
Verify your team can support the technology

3. Contact Us with Questions

Pre-Sales Consultation: Free and encouraged
Email: [email protected]
Whatsapp: +62 851-6862-3493
Hours: Monday-Friday 9AM-5PM WIB

4. Request Site Assessment

Virtual Assessment (Free):

Video call with ARSA technical expert
Review your requirements and infrastructure
Confirm product suitability
30-45 minute consultation
Schedule: [email protected]

On-Site Survey (Fee Applies):

Physical site inspection by ARSA engineer
Detailed compatibility check
Customized recommendations
Cost: IDR 2,500,000 (Surabaya), IDR 6,000,000 (other Java cities)

5. Understand Product Limitations

AI systems have inherent accuracy limitations
Environmental factors affect performance
Review realistic expectations in product documentation
Ask about specific use cases

INSPECTION UPON DELIVERY

CRITICAL: Inspect Immediately

To qualify for defect claims or damage reports, you must:

1. Inspect Package

Check box for damage, crushing, or water damage
Note any visible damage on delivery receipt
Take photos AND videos if damage present
Sign delivery receipt only after inspection

2. Unbox and Inspect Contents

Unpack immediately (ideally with delivery driver present)
Verify all items included per packing slip
Check product for physical damage
Power on and perform basic functionality test (if possible)

3. Report Issues Within 24 Hours

Email: [email protected]
Include: Order number, photos, videos, description
Keep all packaging materials
Do not continue using defective product

4. Keep Packaging

Retain all original packaging for at least 30 days
Keep boxes, foam inserts, protective wrapping
Required for any warranty claims or returns
Necessary for safe return shipping

IMPORTANT: Failure to report defects or damage within 24 hours may void your claim. We cannot process claims without timely notification and photographic evidence.

YOUR PURCHASE IS PROTECTED

Even Without Returns, You’re Covered By:

1-Year Manufacturer’s Warranty

Covers all manufacturing defects
Free repair or replacement during warranty period
Parts and labor included at no cost
Fast RMA processing for warranty claims

30-Day Premium Support

Unlimited technical support after installation
Help with setup, configuration, and optimization
Remote assistance available
4-hour response time during business hours

1-Year Standard Support

Email and phone support for 12 months
Software updates and security patches
Knowledge base access
48-hour response time

Extended Warranty Options

Extend coverage to 2, 3, or 4 years
Additional protection for long-term investment
Purchase within 30 days of delivery

Quality Assurance

Every unit tested before shipping
Professional packaging and handling
Insurance coverage on all shipments
Tracking provided for all orders

REFUND PROCESSING (WHEN APPLICABLE)

For eligible refunds (defective products, wrong items, shipping damage, pre-shipment cancellations):

Refund Timeline

ARSA Processing:

Refund approval: 24-48 hours after RMA approval
Refund initiated: 2-5 business days after product return received (if applicable)

PayPal Processing:

Refund credited to PayPal account: 1-3 business days

Bank/Card Processing:

If paid via credit/debit card through PayPal: Additional 5-10 business days
Varies by financial institution

Total Timeline: 10-20 business days from refund approval to funds in your account

Refund Amount

What’s Refunded:

✓ Full product purchase price
✓ Original shipping costs (for defects/errors only)
✓ Return shipping costs (for defects/errors – we cover or reimburse)

What’s NOT Refunded:

✗ PayPal currency conversion fees
✗ PayPal processing fees (2-6%) for cancelled orders
✗ Bank wire transfer fees (if applicable)

Refund Method

All refunds issued to original PayPal payment method
Same PayPal account receives refund
Cannot redirect refund to different account or payment method

Currency & Exchange Rates

Refunded in US Dollar (USD)
PayPal converts to your local currency
Exchange rate at time of refund applied (may differ from purchase rate)
Currency fluctuations may result in different local currency amount

WHAT HAPPENS TO RETURNED PRODUCTS

For products returned under eligible exceptions:

Inspection Process:

Product received at ARSA service center
Technical team inspects within 2-5 business days
Verification of claimed defect or damage
Photos, videos, and diagnostic reports documented

If Claim Validated:

Refund processed immediately
Or replacement shipped
Customer notified of resolution

If Claim Not Validated:

Customer contacted with explanation
Photos and diagnostic results provided
Options presented:
1. Return product to customer (customer pays shipping)
2. Out-of-warranty repair (quote provided)
3. Keep product with partial refund (if applicable)

Returned Products Are:

Refurbished and sold as “Certified Refurbished” (if repairable)
Used for parts and warranty replacements
Properly recycled if beyond repair (environmental responsibility)

FREQUENTLY ASKED QUESTIONS

Q: Can I return a product if I simply changed my mind?

A: No. All sales are final once delivered. We encourage thorough evaluation before purchase and offer free pre-sales consultation to ensure product suitability.

Q: What if the product doesn’t work with my existing system?

A: Compatibility should be verified before purchase. Contact [email protected] for pre-sales technical consultation. We’ll help confirm compatibility. Once purchased and delivered, compatibility issues are not grounds for return.

Q: Can I exchange a product for a different model?

A: No exchanges after delivery. If you need a different model, this would require a new purchase. Contact us before ordering to ensure you select the right model.

Q: What if I discover a defect after 24 hours?

A: Defects discovered within the 1-year warranty period are covered under warranty (free repair or replacement). Immediate defects (dead on arrival) must be reported within 24 hours for refund eligibility.

Q: What if the product works initially but fails after a few days?

A: This is covered under the 1-year manufacturer’s warranty, not the returns policy. Contact [email protected] for warranty claim. You’ll receive repair or replacement at no cost.

Q: How do I know if the product is defective vs. incorrect setup?

A: Contact our support team. We’ll help diagnose remotely. If it’s a setup issue, we’ll guide you (free support included). If it’s a genuine defect, we’ll process a warranty claim or return.

Q: What if I ordered the wrong quantity?

A: All sales final. Carefully review your cart before checkout. If you need additional units, you can place a new order.

Q: Can I return part of my order?

A: No. All products are non-returnable once delivered (except eligible exceptions). Each item subject to same policy.

Q: What if I refuse delivery at the door?

A: Refusing delivery does not entitle you to a refund. Product will return to ARSA, and order will be treated as delivered and final. Contact us before delivery if you need to cancel (may not be possible if already shipped).

Q: Do you offer a trial period or demo units?

A: We do not offer trial periods for purchased products. For large enterprise deployments, demo units or pilot programs may be available. Contact [email protected] to discuss options.

Q: What if the product arrives damaged but I didn’t notice until after 24 hours?

A: We require 24-hour reporting for shipping damage claims. This allows us to file insurance claims promptly. Damage discovered after 24 hours may be evaluated under warranty policy instead.

Q: Can I get store credit instead of a refund?

A: For eligible returns (defects, errors), you can choose store credit or refund. Store credit processed faster and can be applied to replacement order or different product.

Q: What if ARSA disputes my defect claim?

A: We’ll provide diagnostic evidence and photos. If you disagree, you can request management review or independent technical assessment. For high-value disputes, third-party evaluation available (costs split).

Q: Are shipping costs refundable?

A: Original shipping costs refunded only for defective products, wrong items shipped, or shipping damage. Not refunded for pre-shipment cancellations.

Q: How long do I have to file a warranty claim?

A: 1 year from delivery date for hardware warranty. Software support included for 1 year. Extended warranty available for purchase.

CUSTOMER ACKNOWLEDGMENT

By placing an order, you acknowledge and agree that:

☑ I have read and understand this Refund and Returns Policy in full
☑ I understand all sales are final once product is delivered
☑ I cannot return products for refund or exchange except as specified
☑ I have reviewed product specifications and confirmed suitability
☑ I have verified infrastructure compatibility requirements
☑ I have contacted ARSA with any pre-purchase questions
☑ I understand the 24-hour reporting requirement for defects/damage
☑ I am responsible for inspecting products immediately upon delivery
☑ I understand my purchase is protected by 1-year warranty
☑ I accept this policy as a condition of purchase

POLICY DISCLOSURE

This policy is clearly disclosed:

✓ On product pages
✓ During checkout process
✓ In cart summary
✓ In order confirmation email
✓ In Terms and Conditions
✓ On this dedicated policy page

No Hidden Policies: Our return policy is transparent and clearly communicated before purchase.

CONTACT US

For Questions About This Policy

📧 Email: [email protected]
📞 Whatsapp: +62 851-6862-3493
🌐 Website: https://arsa.technology

Business Hours:
Monday-Friday: 09:00-17:00 WIB
Saturday-Sunday & Holidays: Closed

Department-Specific Contacts

Pre-Sales Questions: [email protected]
Defect Reports: [email protected]
Order Cancellations: [email protected]
General Inquiries: [email protected]

Emergency Support

For critical defect reports affecting business operations:

Email: [email protected] (Subject: “URGENT – Defective Product”)
Whatsapp: +62 851-6862-3493

We respond to urgent defect claims within 4 hours during business hours.

POLICY UPDATES

ARSA Technology reserves the right to modify this Refund and Returns Policy at any time. Changes will be effective upon posting to the website. Material changes will be communicated via email to registered customers.

Last Updated: January 9, 2026
Version: 1.0

LEGAL COMPLIANCE

This policy complies with:

Indonesian Consumer Protection Law (UU No. 8 of 1999)
Indonesian Electronic Transaction Law (UU No. 11 of 2008)
Indonesian Civil Code
Industry best practices for B2B technology products

Note: This policy applies to purchases made through shop.arsa.technology. For enterprise contracts or custom agreements, specific terms may be negotiated and outlined in separate agreements.

RELATED POLICIES

For complete information, please also review:

📄 Terms and Conditions: shop.arsa.technology/terms-conditions
📄 Privacy Policy: shop.arsa.technology/privacy-policy

FINAL REMINDER

THINK BEFORE YOU BUY

Since all sales are final, we strongly encourage:

✓ Thorough product research
✓ Pre-sales consultation with our team
✓ Infrastructure compatibility verification
✓ Site assessment (virtual or on-site)
✓ Review of product specifications and limitations

WE’RE HERE TO HELP

Our goal is your success. Contact us before purchasing if you have any doubts or questions. We’d rather help you make the right decision than deal with dissatisfaction after delivery.

Email: [email protected]
Phone: +62 851-6862-3493

PT Trisaka Arsa Caraka
Trading as ARSA Technology (ARSATech)
Surabaya, East Java, Indonesia

END OF REFUND AND RETURNS POLICY