Refund and Returns Policy

Our refund and returns policy

Last updated: 13 October 2026

Every Baliamerta product is handmade in our workshop in Kayubihi, Bangli, Bali. We check each piece before it leaves us, and we want you to be happy with your order. If something is not right, please contact us first. We will always try to find a fair solution together.

At a glance

1. Damaged, defective or wrong items

If your order arrives damaged, has a defect, or is not the item you ordered, please contact us within 3 days of delivery. Send us your order number and clear photos of the product and the packaging. After we have checked the photos, we will offer you a replacement, a repair or a full refund for the affected items. In this case you do not pay any extra costs.

2. Returns because you changed your mind

You can return items within 14 days of delivery if they are:

• unused and in the same condition as when you received them;
• in their original packaging;
• not one of the items listed in section 3.

Please contact us before you send anything back. For these returns, the return shipping cost is paid by you, and the original delivery cost is not refunded.

3. Items that cannot be returned

• Made-to-order or customised items, for example products made in a special motif, colour, size or quantity for you, unless they are damaged or defective.
• Wholesale and bulk orders, unless items are damaged, defective or missing (see section 5).
• Items that were damaged after delivery, through misuse, or by being kept in unsuitable conditions.
• Food products such as coffee and spices, once they are available, unless they arrive damaged.

4. Natural variations are not defects

Our products are made by hand from natural bamboo, wood and other natural materials. Small differences in colour, grain, pattern, size and sound between pieces, or compared with the photos, are normal. They are part of the handmade character of each piece and are not a reason for a return.

5. Wholesale and bulk orders

Please check your goods when they arrive. If any pieces are damaged, defective or missing, tell us within 3 days of delivery with photos and the number of affected pieces. We will replace those pieces in your next shipment or refund them, whichever you prefer.

6. How to request a return or refund

1. Contact us

   Send a message on WhatsApp (+62 812 377 1461) or email info@baliamerta.com with your order number and the reason for your request.

2. Send photos

   For damaged or wrong items, include photos of the product and the packaging.

3. Get our answer

   We check your request and reply with the solution and, if needed, the return address.

4. Refund or replacement

   We send a replacement, or pay your refund after we have received and checked the returned item.

7. Refunds

Approved refunds are paid by bank transfer to the account you give us, within 7 working days after approval. The time until the money appears in your account depends on your bank. Any bank fees for the refund are agreed with you.

8. Cancellations

You can cancel an order free of charge before we have started production or shipped it. If production of a made-to-order item has already started, please contact us and we will discuss what is possible.

9. Contact

Baliamerta, Gebagan, Kayubihi, Bangli, Bali, Indonesia. Email: info@baliamerta.com. WhatsApp: +62 812 377 1461. See also our Terms & Conditions.