Overview
At MY LIBERICA, we are dedicated to ensuring your satisfaction with our high-quality coffee beans and related products. If you are not completely satisfied with your purchase, we have outlined our refund and returns policy below.
1. Physical Goods
Return Eligibility
Return must be made within 7 days from the date you received products. We accept returns for the following reasons:
- Defective or damaged products during shipment: Should you receive a defective or damaged item during shipment, please reach out to us immediately.
- Incorrect items: If you receive the wrong product, please notify us promptly so that we can arrange the correct item to be sent to you.
- Missing item during delivery: Please contact us at email info@myliberica.com.my and we will assist you further.
Below items are not accepted for return and exchange:
- Wear and tear of coffee equipment or related items
- Late delivery caused by unforeseen circumstances (Eg: natural disaster, poor weather conditions, traffic, mechanical issues, failed delivery attempt)
Return and Refund / Exchange Process
To initiate a return or exchange, please follow these steps:
- Contact Customer Service:
- For defective, damaged, or incorrect items, please email our customer service team at info@myliberica.com.my with your order number, attach with supporting evidence (images & videos) and a brief description of the issue.
- Return Shipment:
- Please securely pack the product and ship it to the provided address. Item must be returned in its original packaging in an original condition. The customer is responsible for covering the return shipping costs.
- Refund or Exchange Processing:
- After we receive your returned item, please allow 7 working days for your inquiry to be processed. You may choose either a full refund to the original payment method or to exchange for an item of equal value.
2. Ticket Bookings (Farm Visit & Workshop)
- More than 72 Hours’ Notice: Full refund (minus a 20% administrative fee) or a one-time complimentary date change.
- 24 to 72 Hours’ Notice: 50% refund or a 50% credit towards a future booking.
- Less than 24 Hours or No-Show: Strictly no refund and no rescheduling. This covers the cost of pre-prepared refreshments and the guide’s blocked time.
- Force Majeure (Extreme Weather/Safety): If MY LIBERICA must cancel the tour due to dangerous weather or unforeseen farm emergencies, guests will be offered a full refund or an alternative date.
Contact Us
If you have any questions or concerns about our refund and returns policy, please contact us at info@myliberica.com.my