Return & Refund Policy
Introduction
Our fulfillment system is designed for high-volume precision, maintaining a shipping accuracy rate of over 99.9%. While errors are rare, we require a continuous unboxing video (from the sealed package to the final reveal) to process any return claims. This ensures your safety and helps us verify any discrepancies.
As a specialty roaster, our priority is delivering the best and fresh. To ensure every customer receives the highest quality coffee, we never resell returned items. Any return we accept is absorbed as a total loss. For this reason, we cannot accept returns based on subjective preferences or a change of mind. However, if we have made an error such as sending the wrong roast profile, grind size, or product, you are fully eligible for a refund.
We are committed to making it right.
Eligibility for Returns
If we have made an error, such as sending the wrong roast profile, grind size, or product, you are eligible for a refund under the following conditions:
Proof of Error
A continuous, unedited unboxing video (from sealed package to full product reveal) is required.
Timeframe
Any discrepancy must be reported within 48 hours of delivery.
Condition
The package must remain sealed and unopened. All product specifications are clearly stated on the external label. Opening the bag will void eligibility.
Return Shipment
For approved cases requiring a return, the item must be shipped back within 3 days of approval.
Selection Errors
If we ship the exact variation (profile/weight/grind) selected during checkout, the item is ineligible for a refund. Please review your cart carefully before completing your payment.
Damaged or Lost Packages
While we ensure every order is packed securely, we are not responsible for damage caused by courier mishandling. However, we will assist you in the claim process. If your package arrives damaged, please document the condition with photos and a continuous unboxing video. Once verified by the courier, a refund will be issued for the affected items.
Return Process (Overseas)
Reporting an Issue
Contact our international support team via WhatsApp (for faster response) or email within 48 hours of delivery.
Submitting Proof
Provide your Order ID along with a continuous unboxing video (from sealed package to full product reveal).
Verification Process
All claims will be verified against our internal packing and fulfillment records (including packing documentation) to ensure accuracy before approval.
Review Process
Due to international shipping complexities, all cases are reviewed carefully. If the issue is verified to be on our end, a direct refund will be issued.
Environmental Consideration
To minimize unnecessary cost and environmental impact from international returns, we avoid requiring product returns whenever possible.
Resolution & Disposal
In most cases, you will not be required to return the product. You may keep or share the item while we resolve the issue.
Refund & Processing
Method
Refunds will be issued to the original payment method via our payment gateway provider.
Timeline
Refunds are initiated within 2 business days after approval. Estimated time for funds to be received:
- Credit Card: 7–14 business days
- International Card Transactions: up to 45 business days
- E-wallet & QRIS: 3–15 business days
- Virtual Account: 1–3 business days (manual bank transfer)
- Debit Card: may take longer, up to 60 business days depending on the issuing bank
Fees
Original shipping fees and non-refundable transaction fees are excluded from the refund amount.
Notes
The actual time for funds to be received depends on the respective bank or payment provider. For card payments, refunds are processed as a reversal to the card limit and may not appear as a direct transfer.