Refund policy

Tuang Coffee Order Cancellation, Return, and Refund Policy

This Policy sets out how our after-sale processes work for transactions on our store, including order cancellations, the return of items, and refunds.

1. Order Cancellation
Depending on the order status, orders may be cancelled by either the customer or our store.

Cancellation by Customers: You may cancel most orders at any time before the order is marked as "In Transit" or "Shipped." Exceptions apply for certain order types.

Cancellation by Our Store: We reserve the right to cancel orders for the following reasons:
- Payment Failure: Issues such as credit charge-backs or suspected fraudulent purchases.
- Suspicious Activity: Detection of abnormal transactions, invalid orders, or policy violations.
- Logistics-Related Issues: If the logistics service provider notifies us that the order has been lost or damaged during shipment.

Note: If we cancel an order, payment will be fully refunded to the customer if it has already been made.

2. Returns and Refunds

When Requests Can Be Submitted: Return or refund requests may only be raised after the product status has been updated to "Delivered" and strictly within our stipulated timeframe.

Alternative Solutions: We may offer alternative solutions to a full return, such as partial refunds or reshipment, subject to your agreement.

Refund Amounts & Conditions: We will refund the exact amount paid for the product. If a required returned product never arrives, or arrives in unsatisfactory condition, the return request may be rejected.

Non-Returnable Products: Certain items (e.g., perishable products) cannot be returned, though they may still be eligible for a refund depending on the circumstance.

3. Shipping Fees Allocation

Store-Fault Returns: We will bear the return shipping fee if the return is due to our fault. This includes shipping an incorrect/defective product, missing parts, or items damaged due to poor packaging.

Logistics-Fault Returns: For returns caused by the logistics service provider (e.g., packages damaged in transit), the courier will be held responsible for the shipping fees.

Buyer-Fault & "Change of Mind" Returns: For failed deliveries or buyer-fault returns, the customer may be required to cover or contribute to the forward and return shipping costs (e.g., up to Rp 5,000 per shipping direction, subject to current promotional grace periods).

4. Customer Disputes
We are committed to handling all after-sale issues promptly. If you have an issue with your order, please communicate with our customer support team directly so we can provide an appropriate and speedy resolution.