Key Policy Highlights

01 - Please Choose Carefully
Tropea generally does not accept returns or refunds simply because a customer changes their mind or selects the wrong product.

02 - 24-Hour Cancellation
Customers may request an order cancellation within 24 hours of placing the order.

03 - Our Error? We’ll Help.
If Tropea sends the wrong product or makes an error with a confirmed order, they will review the issue and normally arrange a replacement.

Important for International Orders

Please Review Your Order Carefully Before Purchasing

Tropea Artistry Bali ships internationally from Bali, Indonesia. Because international returns can involve considerable shipping distances, costs, customs procedures, and handling, the company generally does not accept returns for change of mind, incorrect product selection, or products that customers later decide are unsuitable.

1. Please Choose Carefully Before Ordering

Customers are asked to carefully review:

• Product descriptions
• Measurements
• Photographs
• Quantities
• Other order details

before completing a purchase.

Customers who have questions about a product are encouraged to contact Tropea before ordering so they can make an informed purchase decision.

2. Change-of-Mind Returns

Tropea generally does not accept returns or provide refunds when customers:

• Change their mind
• No longer want the product
• Order the wrong product
• Select the wrong size
• Select the wrong quantity
• Otherwise make an incorrect purchasing decision

Customers should therefore confirm that they are satisfied with the product information and order details before checkout.

This condition remains subject to consumer rights that cannot legally be excluded under applicable law.

3. 24-Hour Order Cancellation

Customers can submit a cancellation request within 24 hours of placing an order.

Because Tropea works directly with artisans and may begin preparation or production quickly, cancellation requests submitted more than 24 hours after ordering will generally not be accepted.

For eligible cancellations, applicable refunds are returned using the original payment method. Processing times depend on the customer's bank or payment provider.

4. Handmade & Natural Variations

Tropea products are handcrafted using genuine natural shell materials.

Natural differences may include:

• Color
• Shape
• Markings
• Texture
• Arrangement
• Small differences in measurements

These differences are considered normal characteristics of handmade and natural products rather than automatic defects.

Customers are encouraged to take this natural variation into account when purchasing handmade shell décor.

5. If We Send the Wrong Item

If Tropea sends an incorrect product, customers should contact the company as soon as possible.

Tropea will review the order details and supporting photographs. If the company confirms that the mistake was theirs, its preferred resolution is normally to replace the product or resend the correct item.

Customers should not return the incorrect product to Indonesia unless Tropea specifically instructs them to do so.

6. Product Does Not Match the Confirmed Order

Customers who believe their product materially differs from the confirmed product or specifications should provide:

• Order number
• Photographs
• Description of the issue

Tropea will compare the received product with the confirmed order details.

If a material discrepancy resulted from Tropea's error, the company will arrange an appropriate replacement or another solution.

Normal handmade or natural variations are not treated as material discrepancies.

7. Damage During Delivery

If a product or parcel appears damaged during international transport, customers should contact Tropea promptly and provide clear photographs of:

• The product
• External packaging
• Internal packaging

Customers should not dispose of the packaging before Tropea reviews the claim, because the packaging or photographs may be required when investigating the issue with the shipping carrier.

Transport-damage cases are reviewed individually.

8. Custom & Made-to-Order Products

Customized, specially commissioned, and made-to-order products are prepared according to agreed requirements.

Once production has started, these orders generally cannot be:

• Cancelled
• Returned
• Refunded because of change of mind

If Tropea makes a material error compared with the agreed specifications, customers can contact the company for review.

9. Wholesale & Larger Orders

Wholesale, bulk, and larger-volume orders may have separate conditions covering:

• Quotations
• Production
• Cancellations
• Replacements

These conditions may be agreed before the order is confirmed.

Because large orders can require dedicated artisan production and substantial international freight, they generally cannot be returned due to change of mind.

Where separate written wholesale terms have been agreed, those terms apply to the relevant order.

10. Do Not Send Products Back Without Approval

Customers should not return products to Indonesia without prior instructions from Tropea Artistry Bali.

Unauthorized international returns may face:

• Customs charges
• Import procedures
• Delivery refusal
• Other complications

The company asks customers to contact Tropea first so the situation can be reviewed and the correct instructions provided.

11. How to Report an Order Problem

Customers should provide:

• Order number
• Name and email address used for the order
• Clear explanation of the problem
• Clear product photographs
• Packaging photographs when damage or shipping problems are involved

Tropea recommends reporting issues as soon as reasonably possible after discovering them.

12. Replacement & Reshipment

When Tropea confirms that an order problem was caused by its own error, it will normally try to resolve the issue through a replacement or reshipment.

Replacement products are still handmade from natural materials, so reasonable differences between the original and replacement item may occur.

Tropea will provide relevant preparation and shipping information after a replacement is arranged.

13. Refunds

Tropea generally does not provide refunds for:

• Change of mind
• Incorrect customer selections
• Circumstances that were not caused by Tropea's error

A refund may be issued when:

• Required by applicable law
• Agreed by Tropea as the appropriate solution
• Resulting from an eligible order cancellation

Refunds are normally processed through the original payment method. Bank and payment-provider processing times are outside Tropea's control.

14. International Trade & Customer Cooperation

Tropea asks customers to understand that purchasing directly from Bali is an international transaction rather than a local purchase.

International distance, freight, and customs can make conventional returns substantially more complicated.

Customers are therefore encouraged to:

• Review purchases carefully before ordering
• Contact Tropea promptly when there is a genuine problem
• Avoid unauthorized international returns

When Tropea confirms that an issue resulted from its own error, the company states that it will work with the customer to find an appropriate solution.

15. Your Consumer Rights

The Returns & Refunds Policy does not intend to exclude, restrict, or replace consumer rights or remedies that cannot legally be excluded under applicable consumer-protection law.

Where mandatory consumer law provides different rights, those mandatory rights apply.

Contact Us

Customers experiencing an order problem should contact Tropea Artistry Bali before returning anything.

They should include their order number and enough information for Tropea to understand and review the issue efficiently.

Help Us Review the Issue Quickly

Tropea highlights three pieces of information customers should provide:

01 - Order Number
Include the Tropea order number.

02 - Clear Photos
Show the product and relevant packaging clearly.

03 - Brief Explanation
Explain what was expected and what was actually received.

Again, customers are told not to return a product to Indonesia unless Tropea specifically requests it. Unauthorized returns may be delayed, rejected by customs, or result in additional international shipping and import charges.

Order Support

Customers can contact:

Tropea Artistry Bali
Bali, Indonesia
Email: hello@tropeabali.com

Address:
Jl. Bumi Sasih Asri IID No 5
Batubulan, Sukawati
Gianyar, Bali 80237