Return and Refunds

Returns and Refunds Information
Our return policy applies to all products. By making a purchase, customers are considered to have read, understood, and agreed to our return policy.


General Rules

  1. Our products include natural food and ready-to-drink items. They are sensitive to hygiene, handling, and storage conditions.
  2. We can only process your return or exchange if it meets all the requirements in our policy


A. Dried Bird’s Nest

  1.  Dried Bird’s Nest is a natural food product and becomes very sensitive once the package is opened. The quality may change due to exposure, therefore opened products cannot be processed for return or complaint.
  2. Returns and complaints for Dried Bird’s Nest can be submitted within a maximum of 7 days after the customer receives the product. The product must remain unopened and in its original packaging
  3. Once the seal is broken or the product is opened, it is classified as exposed and outside Echo Nusantara’s scope of responsibility. Therefore, the product cannot be complained, returned, or refunded.

 A.1. Product Returns
 Returns can only be processed if all of the following conditions are met:

  1. The return request is submitted within a maximum of 7 (seven) calendar days after the product is received.
  2. The product has not been opened and is still in its original packaging.
  3. The product is in the same condition as when it was received.
  4. Products that have been opened, processed, or partially/fully consumed, as well as products stored incorrectly (not according to the storage instructions), cannot be returned or exchanged. This rule applies in all cases, including differences in color, shape, aroma, or product quality.


 A.2. Product Complaints
 Complaints can only be processed if:

  1. The product is physically damaged due to shipping, or
  2. An error occurred in the shipping process on our part.
  3. Complaints must include a continuous (no-cut) unboxing video showing:
  4. The condition of the package before opening
  5. The process of opening the package
  6. The condition of the product when first received
    Complaints cannot be processed if the product has been opened without video documentation, or if the issue occurs due to buyer negligence, contamination, or improper storage.


B. Ready-to-Drink Bird’s Nest

  1. Ready-to-Drink Bird’s Nest is a ready-to-consume beverage that has undergone retort vacuum processing and high-temperature sterilization, making it stable, safe, and long-lasting before opening.
  2. To ensure the physical quality of the product during delivery, customers are advised to check the product immediately upon receipt.
  3. Complaints related to the physical condition of the product may be submitted within a maximum of 48 hours after the product is received, provided the product has not been opened.
  4. This complaint submission period is set as a shipping inspection standard, and does not indicate the product’s shelf life.
  5. This product has the following special conditions:


B.1 Returns & Exchanges
Products cannot be returned or exchanged if:

  1. The seal or cap has been opened
  2. The cap is damaged
  3. The product has been partially or fully consumed

Returns can only be considered if the product is:

  1. Received in leaking condition
  2. Physically damaged
  3. Delivered with an open seal


B.2 Product Complaints

  1. Complaints must include a continuous (no-cut) unboxing video from the moment the package is received until the product is opened for the first time.
  2. We are not responsible for changes in taste, aroma, or quality caused by improper storage, such as exposure to heat, direct sunlight, or extreme temperatures after the product has been received by the customer.


C. Refund (If Applicable)

  1. Products purchased at discounts or special offers cannot be refunded in cash.
  2. After the product is received and inspected, we will inform you by email whether the refund is approved or rejected.


If approved:

a. The refund will be processed within 30–45 working days.
b. The payment will be returned to the original payment method.
c. The refund will be made in the same currency and exchange rate as the original transaction.


D. Promotional / Discounted Items
 For products on promotion, coupons, or special offers:

  1. No cash refunds will be issued
  2. If approved, refunds will be credited to the customer’s credit wallet
  3. Credits cannot be exchanged for cash, but may be used according to the loyalty program rules


E. Storage Instruction
 

To maintain product quality, customers must follow the storage instructions below:


1. Dried Bird’s Nest

  • Store in a dry, cool, and hygiene place
  • Avoid contact with water, high humidity, and direct sunlight
  • After opening, store in a tightly sealed and hygienic container


2. Ready-to-Drink Bird’s Nest

  1. Store at room temperature as instructed on the packaging before opening
  2. After opening, the product must be stored in the refrigerator and consumed as soon as possible or within a maximum of 24 hours.
  3. Avoid exposure to heat and direct sunlight.
  4. We are not responsible for any decline in product quality caused by improper storage as stated above.

Important Note
Please note that return, exchange, and refund requests will only be processed if they meet the applicable policy requirements