Refund Policy

Last updated: 2026-10-30

This policy explains when PT. Villo Tech Solutions returns your money and how long it takes. It is part of our Public Offer and is written to follow Indonesian consumer law. Digital products are different from physical ones in one way that matters here: once a top-up has been credited to a game account, neither we nor the game's publisher can take it back — so please read section 2 before you pay.

Physical merchandise: delivery and 7-day returns

This section applies to GudangRacun keychains and decorative toys. The digital-product activation restrictions below do not apply to these physical items. Delivery throughout Indonesia is included in the listed price and takes up to 14 calendar days after payment. Store pickup in Bali is also available by arrangement, 08:00–20:00 WITA.

You may return a physical item within 7 days after receiving or collecting it. Contact us with your order number before sending the return so we can provide return instructions. You arrange and pay for return shipping. There is no additional restocking fee. For damaged or incorrect goods, contact support with photos so we can resolve the issue; your statutory rights are not limited by this policy.

Request a return at support@gudangracun.com or +62 823 2914 5547. After we receive and check the returned item, we initiate the approved refund to the original payment method under the processing times stated below. The store address and legal entity are available on our Contacts page.

Digital products

1. When you get your money back

In each of these cases you get back what you paid, minus the payment fee — the part your payment provider kept for that payment, which never reached us. If you paid from your GudangRacun balance, there was no payment fee and the whole amount comes back:

  • We did not deliver. Your order was paid for and nothing arrived within 12 hours.
  • We delivered the wrong thing. A different amount, a different denomination, or a product that does not match its description on the site.
  • The code does not work. A voucher or key that the service rejects, and that we cannot replace.
  • We cancelled the order — the product turned out to be unavailable, the game's service was down, or we could not accept the order for any other reason of ours.
  • You were charged twice for the same order.
  • You paid but the order was never created, for example because the payment arrived after the order had expired.

In the first four cases you may choose instead of a refund: we deliver the product again, at our cost. Whichever you choose, you do not pay twice.

2. When we cannot give the money back

Once a top-up has reached the account you named, the purchase is complete and cannot be reversed — the game's publisher credits the balance, and no one can withdraw it afterwards. The same is true of a code that has already been redeemed. This is why:

  • A correctly delivered product cannot be returned because you changed your mind, bought the wrong denomination, or no longer need it.
  • A top-up credited to the wrong account because the ID you entered was wrong cannot be recovered. Where the shop offers the nickname check before payment, it is there exactly for this — please use it.
  • A product that does not work because the account is registered in another region, while the product page stated the region, is not a fault of the product.
  • What the publisher does with your account afterwards — a ban, a reset, a rule change — is not something we can refund. Those are the publisher's decisions under the publisher's own terms.

If your case is none of the above but you believe something went wrong, write to us anyway. We look at every complaint on its facts, and we would rather lose the money than keep it wrongly.

2a. Refund to your balance when the reason is on your side

Sometimes the product cannot be delivered at all because of the account you named, not because of us. In these cases nothing reaches the game, and we return the money to your GudangRacun balance on the same terms as in section 1 — minus the payment fee:

  • A first-top-up bonus package (for example a double-diamond package) when the bonus has already been used on that account. The product page says before payment that the bonus is for the first top-up only.
  • An account registered in a region other than the one stated on the product page, when the game service refuses the top-up for that reason.

The balance can be used straight away for any product on the site. We e-mail you the calculation — what you paid, the fee, and what went to your balance.

3. How to ask

  1. Write to support@gudangracun.com, use the support window on any page, or message +62 823 2914 5547 on WhatsApp or Telegram.
  2. Tell us the order number (it is on your order page and in the order e-mail) and what happened.
  3. Attach a screenshot if you have one — the game's balance, the error, the message from the service. It is not required, but it makes the answer faster.

Tell us within 7 days of the order — that is our own rule, and it is longer than the minimum Indonesian rules on electronic commerce require a seller to allow. Report a product that does not match what was offered, arrived later than stated, has a hidden defect, is damaged, or has expired, and we will deal with it.

4. How long it takes

  • We answer a refund request within 1 working day.
  • Once we agree to refund, the money is on your GudangRacun balance the same working day — usually at once.
  • We e-mail you when it arrives, with the calculation: what you paid, the payment fee, and what went to your balance.

Money for a digital product is returned to your GudangRacun balance, not to the card, wallet or bank account you paid from. To see and use the balance, sign in with the e-mail of the order. The balance can be spent on any product on the site. We never charge an extra fee for a refund; the only amount not returned is the payment fee already kept by the payment provider (section 1).

Your GudangRacun balance — whether it was topped up by you or came back as a refund — can only be spent on products on the site. It cannot be withdrawn, cashed out or transferred back to a card, e-wallet or bank account, and a completed top-up is not refunded. When you top up, the fee of the payment method you choose is added on top of the amount, and exactly the amount you chose arrives on the balance. A single top-up and the total per day are limited; the limits are shown on the top-up page.

5. If you do not agree with our answer

Write to us again and ask for the decision to be reviewed — a different person will look at it. If you are still not satisfied, you may take the complaint to the Indonesian consumer protection authorities: the Consumer Dispute Settlement Body (BPSK) in your area, or the Directorate General of Consumer Protection and Trade Compliance of the Ministry of Trade. Using this policy never takes away a right you have under the law.

6. The law behind this policy

  • Law No. 8 of 1999 on Consumer Protection — the right to a product that matches its description, and to compensation where it does not.
  • Government Regulation No. 80 of 2019 on Trading Through Electronic Systems (PMSE) — the duty to publish the terms of exchange and refund before the purchase, and to handle complaints.
  • Law No. 11 of 2008 on Electronic Information and Transactions, as amended.

This policy is published in Indonesian and English; the Indonesian version is the governing one.