Refund & Return Policy

This policy covers whole-bean coffee sold by NIR COFFEE LLC through our international store and shipped to the countries offered at checkout. Delivery is performed by third-party international carriers; Section 3 explains how in-transit issues are handled. Any other product categories offered on the Site are sold on a final-sale basis unless stated otherwise at the point of sale.

We offer a refund or replacement if one of the following applies:

• You received the wrong Product (different variety, different weight, or wrong item entirely) — our packing error.
• The Product has a verifiable defect: visible mold, contamination, or the sealed packaging was already compromised when it left our roastery.

The following are NOT covered by this Refund Policy:

• Loss, theft, damage, delay, or non-delivery in transit. Carriage is performed by third-party international carriers; we will file and pursue a claim with the carrier on your behalf and pass on to you any compensation the carrier pays, but where a carrier claim is not possible, is rejected, or compensation is otherwise unavailable, we cannot be held financially liable, except where the mandatory law of your country provides otherwise.
• Import duties, taxes, or clearance fees charged by your country's customs authority — these are billed by customs to the recipient and are not collected or refundable by us.
• Parcels returned, destroyed, or abandoned because customs charges were refused, the Products could not lawfully be imported into your country, the delivery address was inaccurate or incomplete, or the recipient was unreachable — in these cases we may deduct our unrecoverable carriage and return costs from any refund.
• Delivery-time estimates not being met, where the parcel is still moving through the carrier network and tracking shows normal progress.
• Subjective quality concerns — taste preferences, roast level not to your liking, brewing results, freshness perception after opening, or any quality assessment based on personal preference.
• Whole-bean coffee that has been opened, except where the complaint is a verifiable defect under Section 2. The sealed packaging is our freshness guarantee; once broken, post-purchase handling cannot be verified.
• Sale items — non-refundable except where required by law.

For wrong or defective Products, requests must be submitted within 7 days of the parcel being delivered or signed for (as recorded by the carrier). Report transit damage within the same 7 days — carriers impose short claim windows, and a late report can make a carrier claim impossible. For parcels that appear lost, contact us any time after the carrier's estimated delivery window has passed so we can open an investigation with the carrier. Requests submitted outside these windows may be declined, except where the mandatory law of your country provides a longer period.

To start the process, email orders@nircoffee.id with subject line [REFUND] <ORDER-ID>, including:

• Your order ID (visible in your account or in the order-confirmation email).
• A clear description of the issue.
• Photographs showing the damage, defect, or wrong item received (including the outer packaging where relevant) — not required for lost parcels.
• Your preferred resolution: full refund to original payment method, or replacement. We do NOT offer store credit.

We will acknowledge your request within 2 working days and confirm whether the request is approved within 5 working days of receiving complete evidence. For transit loss or damage, resolution depends on the carrier's claims process — we will file the claim, keep you updated, and pass on to you any compensation the carrier pays.

When a refund is approved for an issue on our side (wrong item or verifiable defect), it is issued as a FULL refund of the Product price and delivery fee back to the original payment method via Stripe. We do NOT offer store credit, partial refunds, vouchers, or discount codes as a refund mechanism. Card refunds typically appear within 5–10 business days depending on your card issuer. Compensation recovered through a carrier claim is passed on to you in full once the carrier pays it. Replacements are dispatched within 3 working days of approval, subject to stock availability.

Wholesale purchasing is not offered through the international store. Any wholesale arrangement agreed separately is governed by its own written terms, which prevail over this policy for those orders.

Nothing in this policy limits mandatory rights granted by the consumer law of your country of residence, including any non-waivable right to goods that are fit for purpose and match their description, or any statutory withdrawal or cancelation right that applies to cross-border online purchases in your country.

For all refund and return matters: orders@nircoffee.id, subject line [REFUND] <ORDER-ID>.

This Refund Policy is effective as of 06-09-2026.