Return & Refund Policy

Policy Overview

This policy applies to all orders placed through originalluwak.com. By completing a purchase you acknowledge that you have read and agreed to the terms below. Quality and authenticity are our highest priorities — every claim is reviewed individually by our team.

Return Eligibility

We accept returns under the following circumstances:

• The wrong product was delivered (not the item you ordered)
• The product was damaged during shipping and is unusable
• The product has expired upon arrival (for packaged items with an expiration date)
• The authenticity of the product can reasonably be disputed (see Section 08)

To be eligible, the item must:

• Be in its original packaging, unopened, and unused
• Be accompanied by proof of purchase (invoice or receipt)
• Be reported within 7 days of receiving the order
• Include an unedited unboxing video for damage or wrong-item claims
• Reference the batch ID printed on the original packaging

Non-Returnable Items

For health, safety, and quality assurance reasons, we cannot accept returns for the following:

• Coffee beans, ground coffee, or any perishable items that have been opened or used
• Products with minor external packaging damage that does not affect product quality
• Customised roast profiles or special-order green bean quantities
• Items purchased as part of clearance or promotional sales

Refund Policy

We offer refunds only under the following conditions:

• We are unable to fulfil your order due to stock unavailability
• The returned item meets our return eligibility criteria (Section 02)
• Your authenticity claim has been verified as accurate by our QC team

Refunds are processed within 7–14 business days after approval and issued via the original payment method. Processing time may vary depending on your bank or payment provider.

Return & Refund Procedure

If you believe you qualify for a return or refund, follow these steps:

• Contact us — email info@originalluwak.com within 7 days of receiving your order
• Provide details — include your order number, batch ID, a description of the issue, and photo & video evidence (for damaged or incorrect items)
• Approval & return instructions — if approved, we will provide instructions for returning the item
• Return & inspection — once we receive and inspect the returned item, we will process the refund or replacement accordingly

Return Shipping Costs

• If the return is due to an error on our part (wrong item sent, damaged product), we will cover the return shipping costs
• If the return is due to a customer's decision (wrong product ordered, change of mind), the customer is responsible for return shipping costs
• International returns: customer is responsible for return courier and any export documentation fees unless agreed otherwise in writing

Order Cancellation Policy

• Orders may be cancelled before shipment with a full refund
• Once an order has been shipped, cancellation is not possible
• Custom roast or bulk green bean orders cannot be cancelled once production has begun

Authenticity Disputes

Every Original Luwak package carries a verifiable batch ID. If you have grounds to dispute the authenticity of a product, please:

• Contact us with the batch ID and the basis of your dispute
• Retain the original packaging and any remaining product
• Allow our QC team up to 10 business days to investigate

Contact Information

For all return and refund inquiries, please reach our team through the channels listed below. We aim to respond to every request within 2 business days.