Refund Terms
Return & Refund Policy
Returns
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- All items purchased through our e-commerce website are non-refundable but exchangeable in the case of receiving the goods damaged or faulty.
- Several types of goods are non-refundable or exchangeable. Perishable goods such as ingredients (Liquids, Powders) cannot be returned. Items such as ceramics, equipment’s and crockery can be exchanged if the items you received have been faulty or damaged upon delivery.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- All complaints or requests must be made within 7 days after your have received your product. Any requests after that will not be entertained. To complete your requests, we will require a receipt or proof of purchase, enclosed together with a precise photo of the item purchased and where it has been damaged or faulty.
- Warranty does not cover normal wear and tear and is valid only for the period of time as stated. To complete your return, we require a receipt or proof of purchase.
- Please do not send in your purchase back to the manufacturer.
- There are certain situations where only partial refunds are granted (if applicable).
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds (if applicable)
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- All complaints or requests must be made within 7 days after your have received your product. Any requests after that will not be entertained. To complete your requests, we will require a receipt or proof of purchase, enclosed together with a precise photo of the item purchased and where it has been damaged or faulty.
- Warranty does not cover normal wear and tear and is valid only for the period of time as stated.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. If you paid by credit card, we will offer you a credit note/cash voucher accordingly**
Late or missing refunds (if applicable)
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- If you haven’t received a refund yet, please contact us at finance@globalcoffee-r.com
Promotion items (if applicable)
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- Only regular priced items may be refunded, unfortunately promotional items cannot be refunded.
Exchanges (if applicable)
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- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@globalcoffee-r.com and send your item to: No 10, 1 PARC 2 Industrial Park, Jalan Serendah 26/39, Shah Alam, 40400, Selangor Darul Ehsan.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
- If you are shipping an item over RM100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Degayo Coffee will accept exchange or refund only for products if there is an obvious defect or the wrong order has been delivered. Exchange or refund is only eligible for defective products within 7 days of product delivery. Products that have been used or damaged by the customer are not eligible for exchange or refund.
Requests for exchange or refund after 7 days will be considered on a case by case basis and would only be excepted where a major defect could be shown to have existed in the product as delivered.
The exchange or refund request process must be initiated by email within 7 days of product receipt. The date of the email for request of exchange or refund will be used as the reference against the delivery receipt date to confirm the time.
Please send email requests for exchange or refund to: hello@degayocoffee.com. Please quote your transaction reference number
Once a request for exchange or return is submitted, a customer service representative will contact you for more information to determine whether the product should be returned. You will be requested to provide information and images in relation to the defect, so that an initial assessment can be made.
The Payment receipt is required to be provided for all exchanges and refunds. Any other information such as order number or customer registration number should be provided if applicable.
If it is sufficiently determined that the product requires returning for exchange or refund, the return address will be provided by email.
The product must be returned with the original packaging and shipping container.
Degayo Coffee will not be liable for the return shipping fee, unless otherwise specified. Degayo Coffee will not be responsible for the product if your return shipping is lost in transit.
You will be notified by email by Degayo Coffee upon receipt of the returned product. The product will be assessed to confirm that an exchange or refund is required due to a defect. An assessment email will be provided to you, advising if the product is eligible for exchange or refund.
If a refund is required, a Degayo Coffee customer service representative will email you to determine the most appropriate method of providing the refund. This may be store credit, bank transfer or credit card refund.
For exchanging a product, a Degayo Coffee customer service representative will email you to advise on the exchange options available. Exchange of products are one-to-one for same coffee beans. If the coffee bean is out of stock, you can exchange for another similar coffee range. If all the coffee beans are out of stock, you can either:
- Exchange with same value item,
- Exchange with lower value item (no refund for price difference),
- Exchange with higher value item (customer must pay for the difference in prices).
Some products bought on sale may not be eligible for exchange or refund. This would be noted in the product description on the site it was purchased from.
Exchange or refund process may take 5 – 7 working days. You will be notified by email for refund transfer receipt or exchange delivery notification.
Summary of Requirements for Exchange or Refund
- Product has Defect – confirmed by Degayo Coffee
- Can provide Payment Receipt
- Original packaging and shipping container must be returned
- Email Degayo Coffee – hello@degayocoffee.com within 7 days of product delivery
Please ensure you check your product for defects upon receiving. Do not throw out the packaging until you have checked the product