Customer Support

If you need to return a product purchased through Tradeasia, please contact our Customer Service Team at cs@tradeasia.com or (+62) 815-1966-4683.

All return requests are reviewed individually, and formal approval is required before a return can proceed. If a return is not possible, our team will work with you to explore alternative solutions based on your specific situation.

Yes, customer-initiated returns may incur a restocking fee, which is determined on a case-by-case basis. Once your return has been approved, a Support Specialist will inform you of the applicable restocking fee before processing.

Always check the received materials against the Bill of Lading (BL) at the time of delivery to ensure accuracy. If the product does not match your order, contact us immediately. If the issue is discovered later, make sure the incorrect material is set aside or quarantined, and notify our sales team as soon as possible. Providing documents such as the BL, packing list, and photos of product labels will help us resolve the issue more efficiently. You can also contact our Customer Service Team at cs@tradeasia.com or (+62) 815-1966-4683.

If your order arrives in visibly damaged condition, it's best to refuse the delivery. If the shipment was arranged via Tradeasia Freight, call us at (+62) 815-1966-4683 and we will arrange for a replacement or issue a credit for the affected items. If your shipment was handled by your chosen carrier (such as freight collect or third-party billing), please contact them directly to file a claim. We can supply you with any supporting documentation you may need.

If your tracking shows the order as "delivered" but you haven’t received it, notify us immediately at (+62) 815-1966-4683 or cs@tradeasia.com. We’ll open an inquiry and assist with any urgent needs. For shipments managed by your logistics provider or personal carrier, please contact them directly to initiate a trace. We’re happy to provide any documentation necessary to support your claim.

If you spot an error or discrepancy in your invoice, don’t hesitate to reach out to us. A Credit Specialist will review the matter and work with you to correct it. You can contact the Tradeasia Customer Service Team by phone at (+62) 815-1966-4683 or via cs@tradeasia.com.

You can contact us at (+62) 815-1966-4683 or cs@tradeasia.com

Return shipping responsibility depends on the reason for return. If the product is defective, damaged during shipping, or not as described, Chemtradeasia will cover return shipping costs. For returns due to customer error or change of mind mid-shipment, the customer will be responsible for return shipping expenses.

Once we receive and inspect your returned items, refunds are typically processed within 5-10 business days. The refund will be credited to your original payment method. Processing time may be longer for hazardous materials that require special handling and disposal procedures.

Yes, certain products cannot be returned due to safety regulations and industry standards. These include custom-formulated chemicals, extremely hazardous materials, products with expired shelf life, and items that have been contaminated. Our customer service team will clarify return eligibility for specific products.

For returns, you'll need to provide your original order number, proof of purchase, detailed description of the issue or reason for return, and photos if applicable. For defective products, we may also require batch numbers, certificate of analysis, and any relevant quality testing documentation.

Yes, we offer product exchanges when possible. Exchanges are subject to product availability and compatibility requirements. The replacement product must be of equal or lesser value, and additional safety considerations may apply depending on the chemical properties of both products involved in the exchange.