Refund & Exchange Policy
The Coffee Factory is committed to providing quality coffee products and a reliable customer experience. We carefully check our products before they are packed and delivered.
As coffee and food-related products are consumable items, we generally do not provide cash refunds simply due to a change of mind. Where there is a genuine issue with an order or product, our preferred solution is product replacement or exchange.
1. Change of Mind
We do not provide cash refunds for purchases made due to:
- Change of mind
- Incorrect product selection
- Incorrect flavour or coffee preference
- No longer wanting the product
- Personal taste preference
Where applicable, we may consider an exchange for another product of equal or higher value, subject to the product being unopened, unused and in original saleable condition.
Any price difference for an exchange may be payable by the customer.
2. Damaged or Defective Products
If your product arrives damaged, defective or in an unsuitable condition, please contact us as soon as possible.
We may request:
- Your order number
- Photos or videos of the product and packaging
- A description of the issue
- Other information reasonably required to verify the claim
If the issue is confirmed to be caused by The Coffee Factory or occurred during delivery, we will generally offer:
Product replacement or exchange for the same or an equivalent product.
A cash refund will generally not be the first remedy where a suitable replacement or exchange is available.
3. Incorrect or Missing Items
If you receive an incorrect item, or an item is missing from your order, please contact us promptly.
After verification, we may arrange:
- Replacement with the correct product; or
- Delivery of the missing product.
Where the error is caused by The Coffee Factory, reasonable replacement delivery costs will be borne by us.
4. Coffee & Consumable Products
For hygiene, quality and food-safety reasons, opened coffee, beverages, drip sachets, coffee capsules and other consumable products are generally not eligible for exchange or refund due to personal taste or preference.
However, if you believe there is a genuine product quality issue, please contact us so that we can investigate the matter.
We may request the affected product, packaging, batch information, photos or other relevant information for verification.
5. Unopened Products
For eligible non-consumable products or unopened products, an exchange may be considered provided that:
- The product has not been opened or used;
- The original packaging is intact;
- The product is in resalable condition;
- Proof of purchase is provided; and
- The request is made within the applicable exchange period.
Approval of an exchange is subject to inspection and verification by The Coffee Factory.
6. Cash Refunds
Cash refunds are not the standard remedy under our refund and exchange policy.
Where a genuine issue is confirmed, The Coffee Factory will generally seek to resolve the matter through:
Replacement → Exchange → Store Credit → Refund
A cash refund may only be provided in circumstances where a replacement, exchange or other reasonable resolution is not possible or where required by applicable law.
Any approved refund will normally be made through the original payment method where reasonably possible.
7. Products Purchased During Promotions
Products purchased as part of promotional campaigns, bundles, clearance sales, special offers or limited-time promotions may be subject to additional exchange conditions stated at the time of purchase.
Unless otherwise stated, promotional purchases are not eligible for cash refunds due to change of mind.
8. Delivery Issues
Customers are encouraged to inspect their order as soon as it is received.
If your parcel appears damaged, please take photographs of the parcel and product before disposing of the packaging and contact us promptly.
We will assess each case based on the circumstances and available evidence.
9. How to Request an Exchange or Refund
Please contact The Coffee Factory through our official customer service channel with:
Order Number:
Customer Name:
Product:
Issue:
Photos/Videos:
Our team will review the request and advise the appropriate resolution.
10. Our Commitment
We believe in good coffee, fair service and responsible solutions.
Our objective is not simply to reject a refund request, but to resolve genuine problems fairly while maintaining the quality and safety of our coffee products.
Where a product issue is confirmed, we will do our best to provide a suitable replacement or exchange.
Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable Malaysian law.
The Coffee Factory reserves the right to review each request individually and make the final determination based on the circumstances, available evidence and applicable law.