Return and Refund Policy – FnB Coffee
Effective Date: 7 March 2025
At FnB Coffee, we are dedicated to delivering premium-quality coffee products to our customers. As coffee is a perishable item, we have implemented the following Return and Refund Policy to maintain product quality while ensuring fairness for all parties.
1. Return Eligibility
We only accept returns under the following circumtances:
- 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 and expiration date).
To be eligible for a return, the item must:
- Be in its original packaging, unopened, and unused.
- Be accompanied by proof of purchase (invoice/receipt).
- Be reported within 3 days of receiving the order.
- Video of packing opening, with no cut.
2. 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 impact product quality.
Customized or special-order items.
Items purchased as part of clearance or promotional sales.
3. Refund Policy
We only offer refunds under the following conditions:
- If we are unable to fulfill your order due to stock unavailability.
- If the returned item meets our return eligibility criteria.
Refunds will be processed within 7-14 business days after approval and will be issued via the original payment method. Processing time may vary depending on your bank or payment provider.
Important:
- Shipping fees are non-refundable.
- Down payment are non-refundable.
- Refunds will not be granted for customer errors, such as ordering the wrong product or changing preferences after the order has been shipped.
4. Return and Refund Request Procedure
If you believe you qualify for a return or refund, follow these steps:
- Contact Us – Email info@fnb.coffee or call +62 811 6171 777 within 3 days of receiving your order.
- Provide Details – Include your order number, a description of the issue, and photo & video evidence (for damaged or incorrect items).
- Approval & Return Instructions – If your request is 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.
5. Shipping Costs for Returns
- 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.
6. Order Cancellation Policy
- Once an order has been shipped, cancellations are not possible.
7. Contact Information
For inquiries regarding returns and refunds, please reach out to:
📧 Email: info@fnb.coffee
📞 Phone: +62 811 6171 777
🌍 Website: fnb.coffee
We appreciate your understanding and look forward to serving you with the authentic Indonesian green coffee beans!
