Refund Policy

Last updated: 26 July 2026

This policy sets out how returns, replacements, and refunds are handled for Madu Vitagerd. It is issued by CV Herba Bumi Pertiwi, the official authorized distributor of Madu Vitagerd, and forms part of our Terms of Service.

This policy applies to purchases made through our official channels. Purchases from sellers that are not our authorized partners fall outside its scope.

How to Make a Claim

Please include the name and phone number used for the order, proof of purchase or an order number, a photo of the delivery label, and a photo or video showing the condition of the product. For delivery problems, a video of the package being opened helps us resolve the claim faster.

Delivery and Product Problems

We can process the following:

• The product arrived badly damaged in transit.
• The wrong product was sent, or it does not match the order.
• The product was not dispatched after payment was completed, based on our own check.
• The product is shown not to be genuine — we replace it with a new one.

Time limit: claims about delivery problems should be raised within 48 hours of receiving the product.

Outcome: after we review the evidence and the delivery status, the resolution may be a replacement, a re-delivery, or a refund, depending on the case.

Money-Back Guarantee

If you have used the product as directed on the packaging and find that it is not right for you, you may claim a refund under the following conditions:

• The claim is made within 14 days of receiving the product.
• The packaging and any remaining product are returned to us.
• Proof of purchase from an official channel is provided.
• The guarantee may be used once per customer.
• Return shipping is paid by the customer.

What is refunded: the price paid for the product, not including the original delivery charge. Refunds are made by bank transfer to an account in the name of the person who placed the order, within 7 working days of us receiving and checking the returned item.

What We Cannot Process

• Claims raised after the time limits above have passed.
• Money-back claims where the packaging and remaining product are not returned.
• A second or further money-back claim from the same customer.
• Products bought from sellers that are not our authorized partners.
• Damage caused by storage that does not follow the instructions on the packaging.
• Deliveries that failed because the address or contact number given was incorrect or unreachable.

Purchases Through Distributors and Marketplaces

Where you bought the product from one of our authorized distributors or through an official marketplace channel, that seller may handle returns and refunds under its own process, and the terms of that channel also apply. If you are unsure who to approach, contact us using the details above and we will help you reach the right party.

Cash on Delivery Orders

For orders paid on delivery, please make sure the address and phone number you give are correct and reachable, so that the courier can contact you. A delivery that fails because the recipient could not be reached is not automatically covered by a refund.

Contact

CV Herba Bumi Pertiwi
Official authorized distributor of Madu Vitagerd
Jalan Abdul Fatah Nomor 55, Kampung Cibitung, Desa/Kelurahan Cibitung Tengah, Kec. Tenjolaya, Kab. Bogor, Jawa Barat 16370, Indonesia
Phone/WhatsApp: 082299222655
Email: admin@maduvitagerd.id