Return & Exchange Policy

Valid from 2 September 2026.

We sell food products, and that makes our return policies different from those of clothing or electronics stores. This page clearly explains when you have the right to exchange or request a refund, when you don't, and how to proceed. We've written this in accordance with Law No. 8 of 1999 concerning Consumer Protection and Government Regulation No. 80 of 2019 concerning Electronic Commerce.

1. In summary

2. The evidence we need

So that we can process your claim quickly, please prepare:

• Order number You
• Video unboxing without pause, starting while the package is still sealed and the shipping label is clearly visible. This is the strongest evidence and almost always resolves the claim in one go.
• If you don't have time to record a video: photo of the package from outside which shows the shipping label, plus photos of the package contents and the problem area.

We understand that not everyone is used to recording themselves opening packages. Without video, we'll still handle your claim—it just might take longer to track it down with the courier.

3. How to apply

1. Contact us via WhatsApp +62 859 7396 7200 or email info@wakiro.id.
2. Please provide your order number, describe the problem, and attach a video or photo.
3. We respond at the latest 2 x 24 hours on weekdays.
4. If the claim is approved, we will agree on a solution: resend or refund.

Please do not return the product until we approve it. In most cases, a faulty product does not need to be returned at all—a photo or video is sufficient, and we don't want you to incur unnecessary shipping costs.

4. Why can't opened products be returned?

Coffee is a food product intended for immediate consumption. Once the packaging seal is opened, we can no longer guarantee its condition, cleanliness, and safety for resale. Therefore, we will not accept returns of opened products unless you change your mind or the taste is not to your liking.

Exceptions still apply and we don't make it difficult: if after opening the product you find it expired, moldy, has an unusual odor, or contains foreign objects, it is a quality issue — not a taste issue — and we will handle your claim fully.

5. Which does not include guarantees

• The wrong shipping address was filled in by the buyer so the package was delivered to the wrong place
• The package was not received because the recipient could not be contacted repeatedly by the courier.
• Damage due to storage methods after you receive the package, for example exposure to water, excessive heat, or the packaging has been opened and then left open
• Differences in color or flavor intensity between harvests — coffee is a natural product, and small variations are normal, not defects.
• Claims submitted beyond the time limit in section 1 without justifiable reasons

6. Order cancellation

• Not yet paid — no need to do anything. The order will automatically cancel after the payment deadline, and it will be back in stock.
• Paid, not yet shipped — Contact us as soon as possible. If the package hasn't been handed over to the courier, we'll cancel your order and refund your money in full.
• It has been sent — orders cannot be cancelled. If there is a problem with the package, sections 1 through 3 apply.

7. Refunds

• Funds returned to the payment method you originally used — bank account, e-wallet, or card — through our payment provider, DOKU.
• We are requesting a refund no later than 7 days since we approved your claim, in accordance with Article 19 of Law Number 8 of 1999.
• The time it takes for funds to actually reach your account depends on your bank or digital wallet provider, generally 7 to 14 working days after we submit it. This part is beyond our control, but we will provide you with proof of submission.
• If you use a voucher, the amount refunded is the amount you actually paid, not the price before the discount.
• Shipping cost will be refunded if the error is ours. If the cancellation or return occurs due to circumstances beyond our control, shipping costs will not be refunded.

8. Orders can be picked up on the spot

For orders you pick up in person, please inspect the completeness and condition of the product upon delivery. Any discrepancies discovered at that time will be resolved on-site. Quality issues discovered after opening the package will still be subject to the 7-day time limit outlined in section 1.

9. Shipping insurance

When ordering, you can choose to add shipping insurance. We recommend this option for large orders. If a package is lost or damaged in transit, insured packages are handled more quickly and with greater certainty. Without insurance, we can still assist with tracking and filing a claim with the courier, but the outcome depends on their decision.

10. If we don't agree

We always prioritize amicable resolution, and in our experience, almost all issues are resolved during the discussion stage. If our response remains unsatisfactory, we do not waive your right to pursue alternative avenues: you can file a complaint with the Consumer Dispute Resolution Agency in your area, or with the Directorate General of Consumer Protection and Trade Order, Ministry of Trade of the Republic of Indonesia.

Nothing on this page is intended to reduce your rights as a consumer under applicable laws and regulations.

11. Contacting us

Wakiro — Surya Harmonia
Bekasi City 17425, West Java, Indonesia
Email: info@wakiro.id
Phone and WhatsApp: +62 859 7396 7200

See also Privacy Policy And Terms & Conditions we.