Returns & Refunds Policy

Effective date: 20 October 2025
Website: healthcoffee.store
Brand / Trading name: Health Coffee Store
Returns address: B-1-7, Starville Apartment, Jalan USJ 19/6, 47620 Subang Jaya, Selangor, Malaysia
Support: farrisfarhan47@gmail.com • +60 17-974 2325
Timezone: UTC+8

1) Scope & summary

This policy explains when and how you can return items purchased from Health Coffee Store and how refunds or exchanges are handled. It works alongside our Terms of Service and Shipping, Delivery, Duties & Taxes Policy and complies with consumer‑protection rules in the EU/UK, US/CA and Australia/NZ. Your statutory rights are not affected.

2) Return windows

  • Change‑of‑mind (most regions): You can return eligible items within 14 days of delivery. Items must be unused, unopened, in original packaging, with all inserts/accessories.
  • EU/UK consumers (distance selling withdrawal): You have a legal right to withdraw from most online contracts within 14 days from delivery without giving any reason. See Section 10 for the Model Withdrawal Form and instructions. You must return goods within 14 days after telling us you withdraw.
  • Faulty, damaged or incorrect items: Tell us within 48 hours of delivery (for damage/shortage) or within a reasonable time for faults. We will arrange repair, replacement, or refund as required by law and this policy.

Tip: keep packaging until you’ve checked the order contents.

3) Items that cannot be returned (unless faulty)

For health, safety and hygiene reasons and as permitted by law, the following are not returnable once opened, unsealed or used:

  • Food & beverage items (e.g., coffee, sachets, drink powders) once opened/unsealed.
  • Supplements, cosmetics, personal‑care items once opened/unsealed.
  • Items with tamper‑evident seals that are broken.
  • Perishables or items with short expiry when the return would render them unsellable.
  • Gift cards, free gifts, promotional/bonus items, and items marked Final Sale.

Sealed/unopened items remain eligible within the return window.

4) Who pays for return shipping?

  • Change‑of‑mind: You pay the cost of return shipping. You may use any trackable service to the address above. If you prefer a prepaid label (where available), we can deduct the label cost from your refund.
  • Faulty/incorrect/damaged on arrival: We will cover reasonable return or replacement shipping costs once we verify the issue (photos may be required).

5) How to start a return (RMA steps)

  1. Email/WhatsApp us at farrisfarhan47@gmail.com / +60 17‑974 2325 with:
    • Order number, item(s), reason, and photos (for damage/faults: outer box, label, inner packaging, product).
  2. Wait for RMA approval and instructions (and a prepaid label if applicable).
  3. Pack securely in original packaging with all inserts. Remove/cover old labels.
  4. Ship with tracking to the returns address. Keep the receipt and tracking number.
  5. Notify us of the tracking so we can monitor and speed up processing.

Unauthorised returns or parcels sent to the wrong address may be refused or delayed.

6) Condition assessment & partial refunds

After we receive your return, we inspect it within 3–5 business days:

  • Accepted in new condition: full product refund.
  • Missing parts/damaged packaging but resellable: partial refund at our discretion.
  • Used/opened items (non‑faulty): not eligible for refund.
  • We’ll email you the outcome.

7) Refunds, timing & method

  • Refunds are issued to the original payment method.
  • We aim to process approved refunds within 3–5 business days of receiving your return. Banks and payment providers may need additional time to post funds.
  • Unless required by law or stated otherwise, original shipping fees are non‑refundable for change‑of‑mind returns.
  • For bundles or multipacks, refunds may be prorated if only part of the set is returned (if allowed).

8) Exchanges & replacements

If a product is available, we can arrange an exchange (you may need to pay any price difference and return shipping). For faulty/incorrect items we will provide a replacement or refund as appropriate.

9) Undeliverable, refused or unclaimed parcels

If a parcel is returned to us because it was refused, unclaimed, undeliverable due to address errors, or import duties/taxes were unpaid, we will notify you. After receipt and inspection:

  • We can reship at your request (you pay reshipment + any carrier return fees), or
  • Refund the product price less original shipping and any return/handling fees charged by the carrier.
    See also our Shipping, Delivery, Duties & Taxes Policy.

10) EU/UK Model Withdrawal Form (consumer right of withdrawal)

You may copy/paste and email this to exercise your 14‑day withdrawal right:

— To: Health Coffee Store, farrisfarhan47@gmail.com
— I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Order number:
— Product(s):
— Ordered on / received on (date):
— Consumer name(s):
— Consumer address:
— Email/phone:
— Signature (only if this form is notified on paper):
— Date:

You must send the goods back within 14 days of sending your withdrawal notice. You bear the direct cost of returning the goods, except where we have agreed to cover it or where goods were faulty or misdescribed.

11) Australian Consumer Law (ACL) & other mandatory rights

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Canada/US/EU/UK/NZ: Your statutory rights under applicable consumer laws remain in force.

12) Contact

Questions about returns or refunds?
Email: farrisfarhan47@gmail.com
Phone/WhatsApp: +60 17‑974 2325
Address: B-1-7, Starville Apartment, Jalan USJ 19/6, 47620 Subang Jaya, Selangor, Malaysia