Returns & Refunds Policy

Effective Date: 25 October 2024
Website: bioherbsinstantcoffee.com
Operator: Bio Herbs Instant Coffee (“we”, “us”, “our”)
Address: Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia
Support: support@bioherbsinstantcoffee.com • WhatsApp/Telegram: +601121944419
Related: Terms & Conditions • Privacy Policy • Shipping Policy • Cookie Policy

This policy applies only to food/beverage items we sell on our Site—specifically DR’s Secret Bio Herbs Coffee (single boxes and multipacks).

1) What you can return (food & hygiene rules)

Because our products are food items, returns are limited for safety:

  • Eligible:
    • Unopened, unused coffee boxes in original, sealed packaging.
    • Multipacks: all boxes must be unopened (no partial returns of opened boxes/sachets).
  • Not eligible:
    • Any opened box or box with a broken safety seal.
    • Used/partial sachets, free gifts, samples, final-sale or promotional giveaways.
    • Returns based on taste preference, caffeine/herbal sensitivity, or minor packaging variations that don’t affect the product.

2) Return window

  • Change of mind (unopened): Request an RMA within 30 days of delivery.
  • Damaged/defective/wrong item: Notify us within 7 days of delivery (see §4).

Returns must be shipped back promptly after we issue your RMA.

3) How to start a return (RMA required)

  1. Contact support@bioherbsinstantcoffee.com or +601121944419 with your order number.
  2. Tell us the reason (and attach photos if damaged/defective).
  3. We’ll send the RMA and return address.
  4. Pack items securely in an outer carton and return with a trackable service.
  5. Share the return tracking number with us.

Returns without an RMA or with postage due may be refused.

4) Damaged, defective, or wrong item

Contact us within 7 days with photos showing:

  • the outer carton + shipping label,
  • internal packing, and
  • the product/issue.

What we’ll do: After review, we’ll replace or refund (including reasonable return shipping where applicable), consistent with local consumer law.

5) Refunds (how and when)

  • Method: To the original payment method.
  • Timing: After the return is received and inspected, allow 5–10 business days for processing (your bank may need extra time).
  • Amounts:
    • Original shipping isn’t refundable unless the return is due to our error or a confirmed defect.
    • We may deduct a reasonable amount for non-sellable condition (damaged packaging, missing contents).
    • If a parcel is returned without an RMA or not in line with this policy, we may decline or delay the refund.

6) Exchanges

We don’t do direct exchanges. Please return eligible goods for a refund and place a new order. For defective/incorrect items, we can reship a replacement after review.

7) International deliveries, customs & undeliverable returns

Orders generally ship on DAP terms (see our Shipping Policy): import duties/taxes are paid by the receiver.

  • If you refuse to pay duties or do not provide documents for customs, the parcel may be returned or destroyed by authorities.
  • If returned to us in sellable condition, we’ll refund product price only, less original shipping, return shipping, and any unrecoverable customs/handling fees.
  • If the parcel is not returned (e.g., destroyed by customs), we cannot refund.

8) Lost, delayed, or missing parcels

We’ll investigate with the carrier. A shipment is considered lost after these timeframes from dispatch (excluding handling/customs delays):

  • Economy (Quantium Solutions / Singapore Post): 30 business days
  • Expedited (DHL Express / FedEx): 15 business days

Once confirmed lost, we’ll reship or refund—your choice.

9) Order changes & cancellations

  • Before dispatch: Contact us ASAP; we’ll try to cancel or amend.
  • After dispatch: Changes/cancellations aren’t guaranteed; use the standard returns process (§1–3).

10) Quality, shelf life & packaging

  • We ship product with a reasonable remaining shelf life and protective packing.
  • If an item arrives expired or damaged in transit, contact us within 7 days (§4).
  • Minor cosmetic scuffs or box variations that do not affect safety/contents are not treated as defects.

11) Region-specific rights (summary)

  • EU/EEA & UK: 14-day cooling-off period for most online purchases. Unsealed food items are not eligible for change-of-mind returns once opened. We’ll refund product price and the standard outbound shipping if you cancel within 14 days; you must return goods in original condition.
  • Australia: Your non-excludable rights under the Australian Consumer Law apply for faulty goods (repair, replacement, or refund).
  • Canada/US/other: Local consumer protections apply and aren’t limited by this policy.

Optional EU/UK model withdrawal form

To: support@bioherbsinstantcoffee.com
I hereby give notice that I withdraw from my contract of sale:
Order number:
Products:
Received on:
Customer name & address:
Date:

12) Fair use & anti-fraud

We may decline or limit returns where there is evidence of abuse (e.g., repeated change-of-mind claims, altered packaging), consistent with applicable law.

13) Contact us

Email: support@bioherbsinstantcoffee.com
WhatsApp/Telegram: +601121944419
We aim to respond within 1–2 business days.

This policy is part of our Terms & Conditions and should be read with our Shipping Policy and Privacy Policy.

Shopping Cart