Effective Date: January 1, 2026
At RawLuwak.com (CV NUL FOOD AND CRAFT), we are committed to transparency and exceptional quality. Because green and roasted coffee beans are perishable agricultural products, and due to the complex logistics of international food export, all wholesale and international sales are final.
Please review our policy below regarding taste preferences, product samples, and damaged shipments.
1. TASTE PREFERENCES & ROASTING PROFILES
Coffee is a highly subjective experience. The final cup profile is heavily influenced by variables entirely outside of our control, including your internal roasting equipment, chosen roast profile, resting time, water quality, and extraction methods.
- No Refunds for Taste: We do not accept returns, exchanges, or issue refunds simply because you do not prefer the taste or aroma of the coffee.
- Validate Before You Scale: To mitigate any risk and ensure our wild civet coffee matches your specific requirements, we strongly urge all new B2B partners to purchase our 1 KG Sample first. This allows your Q-graders and head roasters to validate the beans, test extraction parameters, and confirm quality before committing to a 50 KG or 100+ KG bulk allocation.
2. DAMAGED OR INCORRECT SHIPMENTS
While we take immense care in vacuum-packing and securely boxing your allocations, international transit can occasionally be unpredictable. If your order arrives with severe physical damage caused by the freight carrier (e.g., heavily crushed boxes, punctured vacuum bags), or if you received the incorrect lot, we will step in to help resolve the issue.
3. HOW TO FILE A CLAIM
To process a claim for a damaged or incorrect shipment, you must follow these exact steps so we can officially file a report with our freight forwarders (DHL/Pos Export, Air, or Sea Freight partners):
- Timeframe: You must notify us within 48 hours of the shipment’s marked delivery date. Claims made after this window will not be accepted.
- Document the Damage: Do not throw away the packaging. We require clear visual evidence of the compromised shipping box, the damaged coffee bags, and the shipping label.
- Submit Evidence (Video/Photo): * For photos: Attach clear, high-resolution images to your email.
- For videos: Please upload the video showing the damage to Google Drive, ensure the link sharing is set to “Anyone with the link can view,” and include the link in your email.
- Email Us: Send your claim, your Order Number, and your visual evidence (or Google Drive link) to info@rawluwak.com.
4. RESOLUTION PROCESS
Once our Operations Team receives your email and evidence, we will review the claim within 2 to 4 business days.
- If the damage is verified to have occurred during transit or due to an error on our end, we will work directly with the shipping carrier to resolve the claim.
- Approved claims will be resolved via a replacement shipment of the compromised volume, or an equivalent store credit applied to your next wholesale invoice. We do not issue direct cash refunds for B2B international freight claims.
5. CONTACT US
If you have any questions or concerns about your recent delivery, please contact our Operations Team immediately:
RawLuwak.com / CV NUL FOOD AND CRAFT Jl. Jupiter Utama No.E2/106, Sekejati Kec. Buahbatu, Kota Bandung Jawa Barat 40286, Indonesia Email: info@rawluwak.com Phone / WhatsApp: (+62) 895-1227-4646