Product Returns

Every Cluwak order is packed by hand and sealed for freshness. Because coffee is a food product, we cannot accept returns of opened items. If something is not right with your order, we will make it right.

Damaged, faulty or incorrect items

If your order arrives damaged, is not what you ordered, or is not of acceptable quality, please email support@cluwak.com within 14 days of delivery with your order number and a photo of the item and packaging. We will send a replacement or issue a full refund, including any shipping costs.

Lost or delayed parcels

Every order ships by EMS express with tracking. If your tracking has not updated for 10 business days, or your parcel is marked as delivered but has not arrived, contact us and we will work with the carrier to locate it. If it cannot be found, we will resend your order or refund you in full.

Change of mind

Unopened items in their original sealed packaging may be returned within 14 days of delivery for a refund of the product price. Return shipping is paid by the customer, and we recommend a tracked service. Please email us before sending anything back so we can confirm the return address.

Refunds

Approved refunds are made to your original payment method within 5 business days. Your bank or card provider may take a few extra days to show the refund.

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law or any other consumer protection law that applies to you.