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Returns and Refund

By ordering products on this adidas online store, you agree to be bound by adidas Exchange and Return Terms. If you do not agree with any of these Terms, please do not purchase from this adidas online store.

How do I return my Order?

To initiate a return, or if you have questions regarding defective merchandize returns for products purchased online on https://www.adidas.co.id/en/, please contact our Customer Service team [top] or email us at customercare@id-adidas.com

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When will I get my refund?

Your refunds will be processed immediately after the returned product is inspected by our quality assurance team and confirmed that it complies with our returns policy.

  • This quality check takes up to 3 business days after the product is received at our warehouse.
  • Refunds by the adidas online store to a payment service provider (for example your credit card provider) will take 7 business days after the returns and refunds are confirmed.
  • Before the refund process, customers must provide a Bank account with complete and valid data*
  • Please note that the time required by each payment service provider to make a refund may differ. If you have not received your refund within 21 business days, please contact our Customer Service team[top] or send us an email at customercare@id-adidas.com
  • For customers who have used Credit Card installments, your bank will refund your credit card installments for 1 month.

*Customers are responsible for providing complete and valid Bank account data. If there are errors, this process will be rejected and cause a late refund.

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Can I exchange a product?

Unfortunately we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.

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What should I do if my product arrives damaged or defective, or isn't what I ordered?

If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging, we also recommend you to call our online shop customer service team on [top] and let the representative know the details of your order. They are available Monday through Friday except public holiday, from 9am to 6pm. Our advisors are happy to assist you.

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What qualifies as a possible successful return?

Below are the qualifications for successful return:

  1. The return process must be initiated within 14 days of order receipt, starting from the day of receipt of the ordered products.
  2. Items should not be worn/used and should be in its original packaging. Clothing and foot-ware returns will only be accepted if the original label/hangtag has not been detached or removed.
  3. Products have all parts of the original state, and re-packed with original bag/shoe box/packaging and outer box to keep the original packaging intact.
  4. The original bag/box/packaging should be in good condition.

Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:

  • Obtained from a source other than https://www.adidas.co.id/
  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
  • Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.)
  • It doesn’t repacked using outer box/box and we find any damage on the original box/packaging/polybag/product.
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Will you refund my shipping / delivery costs if I return my order?

We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, example – adidas delivery wrong item, item damage due to production process.

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What do I do if my question isn't covered here?

If you cannot find the answer to your question here, we recommend you to call our online shop customer service team on +62 21 29558592 and let the advisor know the details of your order and / or about your open question. You can also send us an email with all the details. Our advisors are happy to assist you. customercare@id-adidas.com

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