Refund and Returns Policy - Max Havelaar Coffee Trading Company

Max Havelaar Coffee – Product Guarantee

Last updated: 1 February 2026

1) Why we don’t do returns

We ship internationally from Indonesia. Returning coffee across borders is often slow, expensive, and can create unnecessary waste. Instead of asking you to return products, we offer a Product Guarantee designed to be simple, fair, and fast.

2) The Max Havelaar Coffee “First Cup Guarantee”

If you try your coffee and it’s not for you, we’ll make it right.

If you’re unhappy with your first bag, contact us within 14 days of delivery and we will offer one of the following (our choice, depending on what’s most reasonable and fastest for you):

a full refund for the product price, or
a free replacement (same item), or
a free swap to another coffee that better matches your taste.

You keep the coffee — no return shipping required.

What we’ll ask for (to keep it fair):

Your order number, and
A quick note on what went wrong (taste, roast level expectation, damage, etc.), and
1–2 photos (e.g., product + roast label) OR a short message confirming you’ve tried at least one cup.
(We keep this light; it helps prevent mistakes and fraud.)

Limits:
To keep the guarantee sustainable:

Limit 1 First Cup Guarantee claim per customer / household every 60 days, and
Applies to first-time purchases of a specific coffee (not repeated claims on the same item).

3) Wrong item, missing item, or damaged in transit

If your order arrives damaged, incorrect, or missing items, we’ll fix it.

Please contact us within 7 days of delivery with:

your order number, and
photos of the outer box + inner packaging + product label.

We will provide a free replacement or refund (including shipping if the issue was on our side).

4) Lost shipments and delivery problems

If tracking shows:

Delivered but not received: contact the carrier first (sometimes it’s held by a neighbour/building reception). If unresolved, contact us within 7 days of the “delivered” scan.
Stuck in transit: if there’s no tracking movement for 10 business days (international), contact us and we’ll investigate.

If the package is confirmed lost, we’ll offer a replacement or refund.

5) Customs, duties, taxes, and refused deliveries

International orders may be subject to import duties, VAT/GST, and customs fees charged by your country. These fees are not controlled by us and are generally non-refundable.

If a package is refused, unclaimed, or returned due to unpaid customs fees, we can offer either:

a reshipment (you cover the new shipping cost), or
a refund for the product price only (excluding original shipping), once the package is returned to us (if it is returned).

If customs destroys or confiscates a shipment, refunds/replacements may not be possible; we’ll still do our best to help with documentation.

6) Subscriptions (if applicable)

You may cancel a subscription anytime before the next billing/fulfilment cut-off shown in your account or confirmation email.
Once an order has been processed/shipped, it falls under the same Guarantee terms above.

7) Items not covered (reasonable exceptions)

We may decline a refund/replacement if:

the claim is made outside the stated time windows,
there is clear evidence of misuse or abuse (e.g., repeated claims), or
the issue is due to an incorrect address entered at checkout.

8) How to request help (fastest way)

Email us at: refund@maxhavelaar.coffee
Include:

Order number
The issue category (First Cup / Damaged / Wrong item / Missing / Lost)
Photos (if relevant)

Response time: We aim to respond within 2–3 business days.

9) Refund timing

If approved, refunds are issued to the original payment method. Banks and card providers typically take 5–10 business days to post the refund.

10) Fair use

We built this guarantee to be generous and human. We reserve the right to limit or refuse claims that appear fraudulent or abusive.