Return & Refund Policy

Effective date: 29 June 2026

This Return & Refund Policy applies to wholesale, OEM, and private-label export orders of BBQ charcoal supplied by PT Coco Total BBQ Indonesia (“Seller”, “we”, “us”) to business buyers (“Buyer”). It supplements clause 8 (Claims) of our Terms of Sale. Because our products are sold as finished, lab-graded inventory in full-container quantities for international export, this policy is designed for business-to-business trade and differs from a consumer returns policy.

1. Nature of our orders

We manufacture to stock: orders are allocated from finished, lab-graded inventory against a confirmed pro-forma invoice, in full-container-load (FCL) quantities of approximately 18 tons, and — where OEM/private-label packing is agreed — may be packed under the Buyer’s own brand. Because each container is allocated and packed to a confirmed order, we do not accept “change of mind” returns once the goods have been allocated and packed to your order.

2. Check quality before you order

We strongly encourage every Buyer to confirm quality before placing a bulk order:

Request free 1–10 kg samples (Buyer pays courier cost only) and a Certificate of Analysis (COA).
Review the agreed specification — ash content, fixed carbon, calorific value, moisture, size, and packaging — in writing before production.
Arrange independent pre-shipment inspection (SGS, Intertek, Bureau Veritas, or your own nominated inspector) at your cost. We welcome inspection and will provide reasonable access.
Inspect before you pay the balance. Our order flow stages payment so a pre-shipment inspection sits before the balance is due — you (or your nominated inspector) can verify the allocated stock and the loading while the goods are still in our control. See quality guarantee & claims.

Approving samples and the written specification is the best protection against disputes after shipment.

3. Inspection on arrival and claim window

The Buyer must inspect the goods promptly on arrival. Any claim regarding quantity, quality, or packing must be submitted to us in writing within 14 days of the goods arriving at the destination port, with supporting evidence (see section 6). Claims received after this period cannot be accepted.

4. What qualifies for a claim

We will review claims where, on supported evidence, the goods:

do not match the agreed written specification or the COA for the shipment;
are short in quantity or net weight versus the packing list;
arrived with packaging defects attributable to us; or
were damaged before risk passed to the Buyer under the agreed Incoterm.

5. What does not qualify

This policy does not cover:

change of mind, over-ordering, or a buyer’s downstream resale conditions;
normal, specification-tolerance variation in moisture, ash, sizing, or fines inherent to a natural product;
damage, contamination, or deterioration caused by storage, handling, or transport after risk passed to the Buyer;
issues arising from artwork, brand names, or instructions supplied by the Buyer for OEM orders;
delays or damage caused by carriers, ports, customs, weather, or other events beyond our reasonable control (force majeure); or
claims submitted after the 14-day window or without the required evidence.

6. Evidence required

To assess a claim, please provide:

the commercial invoice and Bill of Lading (BL) number;
clear photographs and/or video of the goods, packaging, container, and seal;
representative samples of the affected goods; and
an independent survey or inspection report where available.

7. Remedies

Where a claim is accepted, our liability is limited to the invoice value of the affected goods, and the remedy will be one or a combination of:

replacement of the affected quantity in a following shipment;
a credit note against a future order; or
a partial or full refund of the invoice value of the affected goods.

The specific remedy for a confirmed claim is the one set out in your contract for that order. Physically returning bulk charcoal across borders is rarely practical or economic, so accepted claims are normally settled by replacement, credit, or refund rather than physical return. If a physical return is required, it must be agreed in writing in advance, and return logistics and costs will be allocated as agreed in that approval.

8. Deposits

Deposits secure your allocation of finished, lab-graded stock and your place in the shipping schedule. Once your order has been confirmed and stock allocated, deposits are non-refundable, except where we are unable to fulfil the confirmed order for reasons attributable to us, in which case the deposit is refunded or applied to a replacement order at the Buyer’s choice.

9. How refunds are made

Approved refunds are paid by bank transfer (T/T) to the originating corporate bank account, in the original currency of the invoice, within a reasonable period after the claim is agreed. Bank charges outside Indonesia are for the Buyer’s account.

10. Relationship to the Terms of Sale

This policy supplements our Terms of Sale. Where this policy and the Terms of Sale overlap, the Terms of Sale prevail. Capitalised terms have the meanings given in the Terms of Sale.

11. Governing law and disputes

This policy is governed by the laws of the Republic of Indonesia. Any dispute that cannot be resolved amicably will be referred to the Indonesian National Board of Arbitration (BANI) in Jakarta, conducted in English, with the award binding on both parties.

12. Contact

PT Coco Total BBQ Indonesia
Jl. Nasional 14, Pringsurat, Kec. Pringsurat, Kabupaten Temanggung, Jawa Tengah 56272, Indonesia
Email: export@bbq-charcoal.com
Phone: +62 811 8797 070
WhatsApp: +62 857 2528 5059