Refund & Return Policy

This policy covers whole-bean coffee sold by NiR Coffee through nircoffee.id to customers in Indonesia. Ground coffee, brewing equipment, accessories, and any other product categories are NOT covered by this refund policy and are sold on a final-sale basis. Wholesale orders placed under a Wholesale Agreement are governed by that agreement (see section 6 below).

We offer a refund or replacement only 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 manufacturing defect: visible mold, contamination, or the sealed packaging was already compromised when it left our warehouse.

The following are explicitly NOT covered by this Refund Policy:

• Damage during transit (broken bag, leaking, crushed packaging on arrival). Our responsibility ends at handover of the parcel to the courier at our Jl. Jombang warehouse. The buyer must file a claim directly with the courier using the AWB / tracking number; on request we will provide proof of dispatch and packaging condition to support the claim.
• Loss, delay, theft, or non-delivery in transit (including parcels missing for more than 14 days, signature theft, mis-delivery by the courier, or interception after dispatch). The buyer's carriage contract is with the courier. We will assist by providing the AWB and following up with the courier as a courtesy, but cannot be held financially liable for events occurring after handover.
• Surcharges or fees imposed by the courier after dispatch (remote-area, oversize, redelivery, return-to-sender, COD, customs) and any losses arising from an inaccurate, incomplete, or post-dispatch change to the delivery address.
• 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. The sealed packaging is our freshness guarantee; once broken, post-purchase handling cannot be verified.
• Sale items and customised wholesale orders — non-refundable except where required by law.
• Ground coffee, brewing equipment, accessories, and any product category outside whole-bean coffee — these are sold final-sale (see Section 1).

Refund or replacement requests must be submitted within 7 days of delivery (as recorded by the courier). Requests submitted after this window are reviewed on a case-by-case basis and may be declined. (The 7-day window is a placeholder and is subject to final business sign-off; please contact us if you need clarification.)

To start the process, email hello@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).
• 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.

When a refund is approved, it is issued as a FULL refund of the Product price (and original shipping fee, if the Product was wrong on our part) back to the original payment method. We do NOT offer store credit, partial refunds, vouchers, or discount codes as a refund mechanism. Virtual account and QRIS refunds (returned via BCA) typically clear within 7 working days; credit / debit card refunds (processed via Xendit) may take up to 14 working days depending on your card issuer. Replacements are dispatched within 3 working days of approval, subject to stock availability.

Wholesale orders are governed by the terms of the executed Wholesale Agreement, which may set different windows, evidence requirements, and remedies. In case of conflict, the Wholesale Agreement prevails over this policy for those orders.

Nothing in this policy limits your mandatory rights under Indonesian Consumer Protection Law (UU No. 8/1999), including the right to a Product that is fit for purpose and matches its description.

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

This Refund Policy is effective as of 2026-05-05.