Cart updated! Happy shopping.
Terms & Conditions
for Gozen Buyers
for Gozen Buyers
Thank you for shopping at Gozen. By placing an order on our official website or channels, you agree to be bound by the following terms and conditions:
- All Gozen products are handcrafted by skilled local artisans using high-quality natural teak wood.
- Each item is unique — differences in grain, color, and wood texture are natural characteristics that make our products special and cannot be considered product defects.
- Teak wood is a living material that can change over time. Changes in color and texture are part of the natural aging process of wood that adds beauty and value to the product.
- We guarantee the quality and authenticity of raw materials and production processes that meet environmental sustainability standards.
- All orders are pre-order unless stated otherwise, and will be produced according to queue after full payment confirmation is received.
- Full payment is required to process orders. Your order is not considered final until payment is confirmed.
- Payment methods will be informed at the time of ordering. We accept bank transfers and digital payments through trusted platforms.
- Since products are made specifically for you, all purchases are final and cannot be canceled or exchanged after payment confirmation.
- Electronic invoices will be sent to the registered email address after payment is verified.
- Order confirmation and estimated production time will be sent within 1-2 business days after payment is confirmed.
- Every purchase is a final purchase. Our products are functional artworks made specifically for each customer.
- Due to their personal and handmade nature, returns or exchanges cannot be made, except in cases of verifiable manufacturing defects or shipping damage.
- Orders that have been processed cannot be canceled or modified. Please ensure all order details are correct before making payment.
- In certain circumstances, we reserve the right to cancel orders and refund if there are production issues that cannot be resolved.
- Products will be carefully packaged using protective materials to ensure safe delivery.
- After the product is handed over to the courier service, responsibility for shipping lies with the logistics provider. We will provide a tracking number for monitoring.
- We will help monitor your shipment and support resolution if problems occur by coordinating with the shipping company.
- Estimated shipping time depends on location and production status. Shipping within Jakarta city takes 1-3 business days, while shipping outside the city takes 3-7 business days after the product is finished.
- Shipping costs are borne by the buyer and will be informed at checkout.
- Gozen is not responsible for shipping delays caused by factors beyond our control, including but not limited to natural disasters, extreme weather conditions, or government policies.
- Claims can only be made for products that are defective or damaged when received, and do not apply to natural characteristics of teak wood.
- Please submit claims maximum 3 business days after receiving the product, accompanied by unboxing video and photos as evidence. Claims submitted after this period will not be processed.
- Product returns must be in original condition, unused.
- Replacement or refund will be made after the claim is approved by the Gozen team through verification process via WhatsApp.
- Shipping costs for returns are borne by the buyer, except if there is an error from Gozen's side.
- The process of product replacement or refund can take up to 14 business days after the returned product is received and verified.
- Simple care instructions will be included with each purchase to ensure your product remains durable.
- Please follow these guidelines to maintain the natural beauty of your product in the long term.
- Product damage due to negligence in care or use that does not comply with instructions cannot be claimed.
- All Gozen designs, photos, content, trademarks, and copyrights are the exclusive property of Gozen and are protected by applicable intellectual property laws.
- It is prohibited to copy, imitate, modify, use, or distribute without our written permission.
- Use of Gozen trademarks or name for commercial purposes without written permission is a violation of law.
- Buyers do not obtain intellectual property rights by purchasing our products.
- We are ready to help you. Please contact us for further questions or assistance:
📧 Customer service email: hello@gozen.id
⏰ Operating hours: Monday-Friday, 09.00-17.00 WIB
- Response time for questions and complaints is 1-2 business days.
- We are committed to providing the best service and resolving every issue with satisfactory solutions.
- We respect your privacy and are committed to protecting the personal data you provide.
- Your personal information will only be used for order processing, shipping, and communication related to Gozen products and services.
- We will not sell or share your personal data with third parties without your consent, except as required by law.
- Gozen reserves the right to update these terms & conditions at any time. Changes will be informed through our official channels and/or website.
- Continuing to purchase after updates means you agree to the new terms.
- The latest version of these terms and conditions will always be available on our official website.
- Gozen is not responsible for inability to fulfill obligations caused by circumstances beyond reasonable control, including but not limited to natural disasters, epidemics, pandemics, riots, war, government actions, telecommunications disruptions, or power failures.
- In such conditions, we will try to inform you as soon as possible and strive to find alternative solutions.