Refund policy

  1. The Return and Replace policy is applicable for door-to-door coffee home delivery only through The Crackpots Coffee Roaster’s online store. All Product(s) are replacable with terms and conditions, but not refundable.
  2. Customer who wishes for a replacement MUST return the affected Product(s) to The Crackpots Coffee Roaster personally or via courier. All replacements of Product(s) is subject to availability.
  3. Return/Replacement of Products can only be arranged under the following reasons:

    1. the Product(s) is damaged or in a defective condition upon reception; or
    2. if the wrong Product(s) which is different from the Order is delivered

    The Product(s) shall be returned to The Crackpots Coffee Roaster unused and in its original condition and packaging as it is delivered to the Customer, along with the proof of Order, payment slips and delivery of the Products.

    In the case of consumable Product(s), the affected Product(s) MUST be returned with 80% of the Product unused/unconsumed (e.g. the Customer who purchased 250g of coffee whole bean must return the entire package with 200g of beans unused).
  4. Should the Customer wish for a return and replace service, kindly let us know by submitting an email to wilson@thecrackpots.com, as well as returning the affected Products within seven (7) days upon receiving the Products. After the completed form is received on our end, the Customer will be contacted within five (5) working days for procedures in respect of the replacement of Products. If the Customer was not contacted regarding the return and replacement after the abovementioned period, please contact us either by e-mail at wilson@thecrackpots.com or call us directly at +6016-6311755.
  5. The Crackpots Coffee Roaster holds the right to collect any Product incorrectly delivered to the Customer, where the Product was not included in the Customer’s Order.
  6. In the event where the Customer was charged for any Product which has been ordered but not delivered, The Crackpots Coffee Roaster does not provide a refund service, but shall make its best effort to deliver the missing Product upon receiving the Customer’s contact.
  7. Should a Customer be charged more than the price of a Product displayed on the online store cart when the Customer finalizes the Order, The Crackpots Coffee Roaster shall refund to the Customer the difference.
  8. The return of a Product does not automatically warrant for a replacement. The returned Products shall be inspected by The Crackpots Coffee Roaster upon receipt. After The Crackpots Coffee Roaster confirmed that the conditions in Item No. 3 of this Return and Replacement Policy are fulfilled, a replacement will be made. The courier charges for returning of the Products to us shall be reimbursed to the Customer provided always that the courier payment slip is presented to us upon seeking a replacement.
  9. All refunds will be made via online banking transfer within 1 month upon verification that a refund service is necessary.