Return & Refund Policy

DikenalAI's role

DikenalAI operates as a product feed aggregator. We collect product catalog data from merchants and submit it to Google Merchant Center and OpenAI product feeds (including product discovery in ChatGPT) so those products can appear in shopping and AI recommendation experiences.

DikenalAI is not the seller, merchant of record, or fulfillment provider for products listed in those feeds. The merchant named on the product listing, checkout page, or order confirmation is the seller. That merchant takes payment, ships the goods, honours the warranty, and processes returns, refunds, and exchanges, unless this policy says otherwise.

DikenalAI also sells its own digital service, DikenalAI AI Visibility Assessment. Refunds for that service are described in the "DikenalAI digital services" section below.

Products listed through DikenalAI product feeds

When you buy a product that appeared via a DikenalAI feed:

• Checkout and payment happen on the merchant's website or checkout flow, not on dikenalai.com.
• The merchant's own return policy applies if it is published and at least as protective as the baseline in this page.
• If the merchant has not published a clearer policy, the baseline terms in this page apply.

Minimum standard for merchants

Merchants whose catalogs we submit must:

• Publish a return policy that is publicly accessible without login.
• Accept returns of unused items in original condition within at least 7 calendar days of delivery (change of mind), unless the item is marked non-returnable before purchase.
• Accept returns of items that are defective, damaged, incomplete, or not as described.
• Process an approved refund within 14 business days of receiving the returned item.

How to request a return

Follow these steps:

• Contact the merchant using the contact details on the product page, order confirmation, or invoice.
• State the order number, product, reason for return, and whether the item is unused, defective, damaged, or not as described.
• Follow the merchant's instructions for packing and sending the item back.
• If you cannot reach the merchant, or the merchant does not respond within 3 business days, email DikenalAI at [email protected] or WhatsApp +62 812-9614-4001. Include the merchant name, order number, and what you have already tried. We will help route the request to the merchant.

Return window

Baseline return windows:

• Change of mind: 7 calendar days from the date you receive the product, provided the item is unused, unopened where sealed, and in original packaging with tags and accessories.
• Defective, damaged, incomplete, or not as described: you may request a return after delivery. Indonesian consumer protection law (Law No. 8 of 1999 and Government Regulation No. 80 of 2019) still applies; this baseline does not limit those rights.
• The window starts on the delivery date shown by the carrier or confirmed by the merchant.

Return method

Returns are by mail or courier to the address the merchant provides. In-store or drop-off returns apply only if the merchant offers them.

Do not send returned products to DikenalAI's Jakarta office unless we specifically ask you to. Products sent to DikenalAI without instruction may not be forwarded.

Return shipping and fees

Baseline fee terms:

• Change of mind: you pay the return shipping cost, unless the merchant offers free returns.
• Defective, damaged, incomplete, or not as described: the merchant pays or reimburses return shipping.
• Restocking fee: none under this baseline. A merchant may charge a restocking fee only if that fee is clearly disclosed before purchase.
• Original outbound shipping may be refunded for defect or wrong-item cases; it is not refunded for change of mind unless the merchant says otherwise.

Refunds

Baseline refund terms:

• Approved returns are refunded to the original payment method.
• Refund amount: full product price for eligible returns under this baseline. If only part of an order is returned, the refund covers the returned items.
• Timing: the merchant should complete the refund within 14 business days after receiving and inspecting the returned item. Bank or payment-provider processing may add extra days.
• Outcome: refund is the default. Exchange or store credit is offered only if you agree, or if the merchant's published policy provides that option and you chose it.

Items that cannot be returned (change of mind)

The following are not eligible for change-of-mind returns. They can still be returned if defective, damaged, incomplete, or not as described:

• Perishable goods, food, and beverages
• Personalized or made-to-order items
• Unsealed cosmetics, hygiene, or intimate products
• Digital products, licenses, gift cards, and downloadable content once delivered or redeemed
• Items that have been used, installed, washed, or are missing original packaging, tags, or accessories
• Items marked as final sale or non-returnable on the product page before purchase

DikenalAI digital services (AI Visibility Assessment)

This section applies only to purchases of DikenalAI's own digital services on dikenalai.com, including AI Visibility Assessment credits and partner platform memberships.

• Assessment results are digital and delivered electronically, typically within about 10–15 minutes after an assessment starts.
• Unused credits: you may request a refund within 7 calendar days of purchase if the credit has not been used to start an assessment.
• Completed assessments: once results have been delivered, the purchase is not refundable, except where required by law or where the assessment failed to complete because of a DikenalAI technical error.
• Duplicate charges or billing errors: contact us; we will refund the incorrect charge.
• Partner memberships: unused prepaid assessment credits can be refunded within 7 calendar days of that credit purchase if they have not been consumed. Membership access already provided for a billing period is not refunded pro-rata except where required by law.

Changes to this policy

We may update this policy. The "Last updated" date at the top will change when we do. The version published on this page is the current policy for DikenalAI product feeds and DikenalAI digital services.