Refund policy

Returns

At Artisan Roastery, we want you to be completely satisfied with your purchase. If, for any reason, you are not, we offer a 14-day return policy from the date of purchase.

Eligibility for Returns

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Items eligible for return:

  • Coffee beans
  • Chocolate
  • Tea
  • Filter paper
  • Equipment

Unfortunately, we cannot accept returns for perishable goods once opened. This includes food and beverages. Please ensure you’re satisfied with your order before opening.

Non-returnable Items

We are unable to accept returns on the following:

  • Gift cards
  • Perishable items once opened
  • Items not in their original condition, damaged, or missing parts for reasons not due to our error

Return Process

To initiate a return, please contact us at fulfilment@artisanroast.com.my with your receipt or proof of purchase. Once your return is approved, send your item to:

Fulfilment
Artisan Roastery
G-19, D7, 800 Jalan Sentul
Kuala Lumpur 51000
Malaysia


Refunds

Once we receive and inspect your return, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within a few days.

Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  • Check your bank account again
  • Contact your credit card company, as it may take some time before your refund is officially posted
  • If you’ve done all of this and still have not received your refund, please contact us at fulfilment@artisanroast.com.my

Sale Items

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at fulfilment@artisanroast.com.my, and send your item to:

Fulfilment
Artisan Roastery
G-19, D7, 800 Jalan Sentul
Kuala Lumpur 51000
Malaysia

Shipping

When returning your product, you will be responsible for covering the shipping costs. These are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance for items valued over RM300.

Contact Us

If you have any questions regarding your return, please reach out to us at fulfilment@artisanroast.com.my.