MXO Coffee Roastery – Refund & Returns Policy

Thank you for ordering from MXO Coffee Roastery. If something isn’t right, this page explains how we handle returns and refunds.

1. Return window

You can request a return or refund within 7 days of receiving your order. Items received after this period may not be eligible.

2. What can be returned

We can accept returns or issue refunds when:

  • The product arrived damaged, defective, or incorrect, or

  • The product does not match the description on our website.

To be eligible, items must be:

  • Unopened and in their original packaging (for coffee: sealed bags only).

  • Accompanied by proof of purchase (order number, receipt, or confirmation email).

3. Items that cannot be returned

For quality and food‑safety reasons, we generally cannot accept returns for:

  • Opened or partially used coffee beans or other perishable items.

  • Items marked “final sale” or heavily discounted, unless they arrive damaged or incorrect.

  • Gift cards.

If you are unhappy with the flavour of a coffee, please contact us so we can troubleshoot brewing or find another solution for you.

4. How to request a refund or return

To start a return, please email us at Sales@mxo.coffee within 7 days of delivery and include:

  • Your name and order number.

  • Clear photos and, where possible, a short unboxing video showing the issue and the outer packaging.

  • A brief description of the problem.

Our team will review your request and confirm whether the item is eligible for refund, replacement, or store credit, plus any next steps (including return shipping instructions, if needed).

5. Return shipping

If the issue is due to an error on our side (wrong item, damaged, or defective), we will cover or reimburse reasonable return shipping costs, or send a replacement without requiring a return where appropriate.


If you wish to return an item for other reasons and we approve it, you may be responsible for return shipping.

6. Refunds

Once any returned items are received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method (or as store credit) within 7–14 business days. Your bank or card provider may need extra time to post the refund.

7. Exchanges

Where possible, we can offer an exchange instead of a refund (for example, replacing a damaged bag or swapping merchandise for another size or design). Any price difference and additional shipping will be clearly communicated before we confirm the exchange.

8. Legal and consumer rights

Nothing in this policy limits the consumer rights provided under applicable Indonesian law, including the right to a refund or exchange if a product is defective or does not match its description.

For any questions about this policy, please contact Sales@mxo.coffee.