Refund policy

Returns

You have 30 days from the day your order arrives to request a return.

Because coffee is a food product, we can only accept returns of unopened bags in their original sealed packaging. Once a bag has been opened it cannot be resold, so it is not eligible for return.

If something is wrong with your order

This is different, and we treat it differently. If your coffee arrives damaged, stale, or is not what you ordered, email us within 30 days with a photo and we will replace it or refund you in full. In most cases we will not ask you to send anything back.

International orders

Returning a parcel to Indonesia often costs more than the coffee inside it. Please contact us before sending anything back — we can usually resolve the problem without a return.

Where a return is agreed, return postage is the customer's responsibility unless the fault was ours, in which case we cover it.

How to start a return

Email info@sumatrahighlands.com with your order number and, where relevant, a photo. We will reply with instructions. Items sent back without contacting us first cannot be accepted.

Once your return is approved we issue the refund to your original payment method. Your bank or card provider may take a few additional days to post it to your account.

Exceptions

Gift cards cannot be returned. Fresh items — cakes, pastries, puddings and bottled drinks — cannot be returned once dispatched, as they are perishable.

Contact

Sumatra Highlands, Jl Durian Raya No 54/B, Jagakarsa, Jakarta Selatan 12620, Indonesia
info@sumatrahighlands.com