Return & Refund Policy

Last updated: 1-2-2026

At Wild Gayo Luwak, we sell roasted-to-order, sealed coffee products intended for food consumption. Because our products are food-grade consumables and freshness, food safety, and product integrity are essential, our return policy is limited as set out below.

Order processing and shipping time

We aim to roast and process your order within 10 working days from the moment your order is confirmed. We ship worldwide and always use first class delivery services that include track and trace options for our customers. Shipping time depends on your location and  customs clearance at the final destination. Please contact us with your order number if you haven’t received an update after 7 working days from the day you ordered (weekend and Holidays are excluded).

1. Change-of-mind returns

We do not accept returns or exchanges for non-defective roasted coffee products because they are consumable food items and cannot be resold once they have left our facility. This includes returns based on:

• change of mind

• taste preference

• grind preference selected at checkout

• ordering by mistake

• refusal after delivery of a non-defective order

If a product has been opened, unsealed, or used, it is not eligible for return. Our policy does not affect any statutory consumer rights that cannot legally be excluded.

2. Damaged, defective, incorrect, or incomplete orders

If your order arrives damaged, defective, incorrect, or incomplete, please contact us at info@wildgayoluwak.com and include:

• your order number

• a description of the issue

• clear photos of the package and product

Please contact us within 24 hours of delivery. For visible transit damage, we ask that you notify us as soon as possible so we can assist more effectively with any courier claim.

3. Our remedy

If we confirm that the order was damaged, defective, incorrect, or incomplete, we may, at our discretion:

• send a replacement product

• resend the affected item

• issue a partial refund where appropriate

Refunds will be made to the original payment method used for the order. If we ask you to return a defective or incorrect item, we will provide instructions. Where the product is defective, reasonable return costs will be borne by us, as required by applicable law.

4. Return shipping and return method

For approved defective or incorrect-order claims, we will let you know whether:

• no return is needed, or

• the item must be returned by mail

Do not send products back without our prior written authorization.

5. Refund processing time

Once your claim is approved, any refund due will be processed within 5 business days to the original payment method. Please note that your bank or payment provider may take additional time to post the refund to your account.

6. Order cancellations

Orders may be cancelled within 24 hours and before roasting or dispatch. Once an order has been roasted to order or dispatched, it can no longer be cancelled, except where required by applicable law.

7. Statutory rights

Nothing in this policy excludes or limits any statutory rights available to consumers under applicable law, including rights relating to defective goods or mandatory consumer protections.

8. Contact

For all return, refund, or delivery issues, please contact:

Wild Gayo Luwak
Email: info@wildgayoluwak.com
Contact page: /contact/

Our Commitment

We stand behind the quality of Wild Gayo Luwak. If something isn’t right, reach out to us—our team is here to help.