Refund & Exchange Policy

  1. No Cash Refund – Any items that has been purchased is not refundable.
  2. Defect Items – We do not accept Exchange unless the product you received is defective. If you find your items defective, immediately email us to: [email protected] / [email protected]
    Defect items: Mouldy cacao
  3. For our customers in Bali, defective items shall be kept in order to process Exchange items. If defective items is not present, we will not process replacement.
  4. Time – We will process Exchange policy for defective items if a complaint is received within 7 days after you received your items.
  5. Evidence – We will process Exchange items if you are entitled to our Exchange policy with photo evidence of the items that is damage.
  6. Photo Requirement – Shall you received any damaged package, please provide us a photo requirement as below;
    A. Video unboxing when package received. We will not process complaint if no video unboxing.
    B. Photo of the box, outer side, each 4 sides, with AWB still attached
    C. Photo of the box, inner side
    D. Photo of the damage item
    E. Total quantity of damage item
    Once you have these photos proof, please send by email to: [email protected] / [email protected]
  7. Exchange or credit policy will take approximately 2 weeks for us to process your inquiries and claim your shipping invoice to the Shipment company
  8. If both parties agree to Exchange policy, New items will be sent with free no shipping charge.
  9. If both parties agree with Credit policy, then replacement items will be sent in your next order.

Wrong items

  1. No cash refund
  2. Ubud Raw will Exchange the product if complaint received within seven (7) days since you receive the package
  3. Ubud Raw will ship the Exchange product to you at no cost
  4. Exchange policy will take up to one (1) week to process

Defect items

  1. Defective items: mouldy product
  2. No cash refund
  3. Ubud Raw will Exchange the product if complaint received within (7) days since you receive the package
  4. Ubud Raw will ship the Exchange product to you at no shipping cost exclude duty tax.
  5. Photos of defective items required to process Exchange Product policy
  6. Videos when you unbox the package and find the mouldy cacao
  7. Credit policy is applied when agreed with both parties, and replacement items will be shipped in the next order.

Immediately email us to: [email protected] / [email protected] if you found defective items in your package.

Damage items

Quality Assurance is Ubud Raw number one’s priority before we let our products out from our warehouse to your place. We monitor and control our production material quality from: receiving, producing, packaging, until it is ready to distribute to shipper company. Shall there be any issues in circumstances that is beyond our control in shipment handling that causes damage to our product, Ubud Raw will process an insurance claim from shipper company for you.

  1. Photo Requirement
    A. Video unboxing when package received. We will not process complaint if no video unboxing.
    B. Photo of the box, outer side, each 4 sides, with AWB (Airway bill) still attached. Please do not discharge the box until further notice.
    C. Photo of the box, inner side
    D. Photo of the damage item – each of them
    E. Total quantity of damage item
    Once you have these photos proof, please send by email to
    [email protected] / [email protected]
  2. Claim procedure will takes 2 week until 1 month to process.
  3. Exchange Product Policy does not apply in this conditions

Thank you,
Ubud Raw Management