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At Luma Roastworks, we take pride in the quality and freshness of our roasted coffee. Due to the perishable nature of our products, we have established the following guidelines for refunds and returns to ensure fairness and transparency.
Eligibility for Refunds and Returns
We only accept return or refund requests under the following conditions:
- Damaged or Defective Products
If you receive a product that is physically damaged, defective, or incomplete upon arrival:
- Please contact us within 3 calendar days of delivery.
- Include your order number, photographs of the product, and packaging in your report.
- Once verified, we will offer a replacement or full refund, including shipping costs if applicable.
- Incorrect Orders
OIf you received the wrong item (e.g., wrong coffee variant or weight):
- Notify us within 3 calendar days.
- We will arrange a replacement shipment at no additional charge, or offer a refund.
Dissatisfaction with Flavor
As coffee flavor is subjective and influenced by multiple variables (e.g., brewing method, water quality, grind size, freshness), we do not accept returns or refunds solely based on taste preferences.
To help you enjoy your coffee at its best:
- ToWe highly recommend following the storage guidelines included in every order.
- If you’re unsure about the flavor profile, feel free to contact us before purchasing— we’re happy to guide your selection!
However, we welcome constructive feedback and use it to continually improve our roasting and customer service standards.
Non-Returnable Items
- All opened coffee bags are non-returnable for food safety reasons.
- Custom roasted or limited edition coffees are not eligible for return unless damaged or incorrect.
- Merchandise items (e.g., apparel, brewing tools) may be eligible for return only if unused and in original packaging. Please contact us to confirm.
Refund Processing
If your refund is approved:
- The refund will be processed via your original payment method within 3–7 business days.
- In cases where a refund is not feasible, we may offer store credit or product replacement at our discretion.
- Original shipping charges are non-refundable, except when the return is due to our error.
How to Request a Refund or Return
To initiate a request:
- Email us at lumaroastworks@gmail.com or contact us via WhatsApp at +62 813 8770 1168.
- Include:
- Your order number
- Description of the issue
- Clear photos (if applicable)
Our team will respond within 1–2 business days with next steps.
How to Request a Refund or Return
We reserve the right to update this policy at any time. Please review this page periodically for any changes.