Sales Agreement Terms
Payment Terms
- Full payment is required at the time of order placement for all purchases.
- For made-to-order products, customers may alternatively choose to pay a minimum 50% down payment, with the remaining balance due at least 2 weeks before the scheduled delivery date.
- Please note that if payment confirmation is not received, the scheduled delivery date will be postponed until payment has been completed.
Delivery & Assembly
Once your order is complete, our team will contact you within 24 hours to coordinate delivery.
Estimated Lead Times
- In-stock items: 3–12 days
- Made-to-order items: Approximately 17 weeks
Delivery Schedule
Deliveries are available:
- Sunday – Thursday
- 9:00 AM – 4:00 PM
Delivery timing may vary depending on location and order volume.
Assembly Service
Ethnicraft Indonesia strives to provide exceptional customer service.
Delivery and assembly services are quoted separately by our team.
Please note that any product damage or defects resulting from assembly performed by personnel other than Ethnicraft Indonesia will incur repair fees.
Please contact us for further details.
Delivery Access Requirements
Customers are responsible for ensuring adequate access to the delivery location.
Our delivery team requires clear access through:
- Loading docks
- Driveways
- Hallways
- Staircases
- Service elevators
If no service elevator is available, our team can carry items up to the third accessible floor and reschedule assembly if necessary.
If delivery cannot be completed due to inaccessible conditions and another delivery attempt is required, an additional freight fee will apply.
Delivery Rescheduling
We kindly request that customers receive their orders within 4 weeks of purchase.
Delivery may only be rescheduled once.
To avoid additional charges:
- Rescheduling requests must be submitted at least 48 hours before the original delivery date stated in your confirmation email.
Orders postponed beyond 4 weeks will incur a storage fee of:
IDR 300,000 per cbm per week
Pick-Up Policy
Pick-ups are available by appointment only with a minimum 48-hour advance notice.
Pick-Up Locations
Small Items
- Ethnicraft Alam Sutera Showroom
Large Items
- South Tangerang Warehouse
- Monday – Thursday (by appointment)
Identity Verification
To protect against fraudulent transactions, customers must present a valid Personal ID that matches the invoice details.
If collecting through a third-party courier or representative:
- Email a scanned copy of the matching Personal ID in advance to authorize item release.
Ethnicraft Indonesia reserves the right to withhold the order if identity verification cannot be satisfactorily completed.
Third-Party Couriers
Ethnicraft Indonesia is not liable for delays, damage, or loss resulting from third-party courier services selected by the customer.
Return Policy
Order Cancellation
- Orders may be cancelled within 24 hours for a full refund.
- Cancellations made after 24 hours are subject to a 10% cancellation fee based on the total purchase value.
- Refunds are not available after products have been delivered.
Refund Processing
Approved refunds are processed within:
- 7–14 business days
Product Inspection
Customers must inspect all items:
- Upon delivery, or
- Within 24 hours of delivery.
Ethnicraft Indonesia will not replace items damaged due to:
- Misuse
- Failure to follow manufacturer instructions
- Abnormal use
- Neglect
- Transit issues caused by customer-selected third-party couriers
- Room layout or environmental incompatibility
Replacement Items
We recommend:
- Keeping all original packaging.
- Leaving items unassembled before inspection.
Returned products will be inspected upon arrival to ensure they remain in perfect condition.
Replacement delivery is subject to stock availability and shipping schedules.
Lifetime Maintenance
We provide complimentary repair services for:
- Minor damage
- Stubborn stains
Applicable to Ethnicraft teak wooden furniture only.
This service does not cover damage caused by:
- Misuse
- Care outside factory guidelines
- Non-standard applications
- Improper maintenance
To preserve the wood's structural integrity, surface refinishing should be limited to a maximum of three times.
Products may be repaired or replaced at our discretion according to our global quality standards.
Our customer advisors are always available to provide furniture care and maintenance guidance.
Natural Wood Characteristics
Ethnicraft indoor furniture is designed exclusively for indoor environments.
Our outdoor collection is specifically engineered for exterior use.
As every piece is crafted from premium natural wood, variations in:
- Colour
- Grain
- Knots
- Natural texture
are expected and form part of each product's unique character.
Products may differ slightly from showroom display models, and these natural variations should be appreciated as part of authentic wood craftsmanship.
Further Information
We value your feedback.
For general enquiries:
info@ethnicraft.co.id
For product and service enquiries:
retail@ethnicraft.co.id
Notes
- Not applicable to sale/promotional items or purchases made using vouchers.
- Refund amounts for cancelled credit card transactions may be subject to the processing policies of the issuing bank.