Return & Refund Policy
Last updated: 9 December 2025
Thank you for shopping with KopiLuwak.my. We take product quality and customer experience seriously. As coffee is a consumable food product, our return policy is slightly more restrictive to ensure product safety and freshness.
1. Scope of This Policy
This Return & Refund Policy applies to all Kopi Luwak coffee products (drip bags, ground coffee, and whole beans) purchased directly from KopiLuwak.my.
It covers:
- Orders that arrive damaged, defective, or incorrect; and
- Unopened products returned within the allowed timeframe.
2. Return / Exchange Timeframe
- You must submit a return or exchange request within 7 calendar days from the date you receive your order.
- Requests made after 7 days from receipt may not be accepted.
3. Eligibility Criteria
To be eligible for a return or exchange, all of the following conditions must be met:
- The product is unopened, unused, and still in its original sealed packaging.
- The product is in the same condition as when you received it.
- You can provide a valid proof of purchase (order number, invoice, or confirmation email).
Note: For food safety and quality reasons, we cannot accept returns of any coffee that has been opened, brewed, partially used, or shows signs of tampering.
4. Non-Returnable / Non-Refundable Items
We are unable to accept returns or issue refunds for:
- Any coffee products that have been opened or consumed.
- Items returned after the 7-day window from date of receipt.
- Products purchased as “final sale”, clearance, or heavily discounted promotions (unless damaged or incorrect on arrival).
- Special, customised, or limited-edition items (unless defective or incorrectly fulfilled).
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or not what you ordered:
- Please inspect your order immediately upon receipt.
- Contact us within 48 hours and provide:
- Your order number
- Photos of the outer packaging and the affected product(s)
- Once we verify the issue, we will offer one of the following, at no additional cost:
- A replacement of the same item (subject to availability); or
- An alternative product of equivalent value; or
- A full refund, including shipping for that item.
6. How to Request a Return or Exchange
To start a return or exchange:
- Email us at customercare@asiansecrets.my or use the Contact Us form on our website within the relevant timeframe.
- Include:
- Your full name
- Order number
- Contact number
- Clear description of the issue
- Photos (for damaged/defective/incorrect items)
- If your request is approved, we will provide:
- The return address, and
- Instructions for packing and shipping the item back to us.
Return shipping costs:
- For approved cases of damaged/defective/incorrect items, we will bear the return shipping cost or offer a suitable alternative solution.
- For returns due to change of mind (if accepted), the customer may be required to bear return shipping costs.
7. Refunds & Processing Time
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed within approximately 7–14 working days, to your original method of payment or as store credit, depending on what we have agreed.
- Processing time may vary depending on your bank or payment provider.
8. Exchanges
In some cases, we may offer an exchange instead of a refund, for example:
- Exchange for the same product if it was damaged in transit; or
- Exchange for a different coffee variant of similar value (subject to stock availability).
Details will be confirmed with you on a case-by-case basis.
9. Contact Us
If you have any questions about this Return & Refund Policy or need assistance with your order, please contact:
- Email: customercare@asiansecrets.my
- Phone / WhatsApp: +6017 300 8109
- Or reach us via the Contact Us page on KopiLuwak.my
By completing a purchase on KopiLuwak.my, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.