Terms & Conditions
Welcome to The Coffee Factory.
These Terms & Conditions govern your access to and use of The Coffee Factory website, online store, products, services, workshops, experiences and related services.
By accessing our website, creating an account, placing an order or purchasing any product or service from The Coffee Factory, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
If you do not agree with these Terms & Conditions, please do not use our website or purchase our products and services.
1. About The Coffee Factory
The Coffee Factory is a coffee company engaged in the development, sourcing, roasting, distribution and sale of coffee and coffee-related products and experiences.
Our products and services may include, but are not limited to:
Coffee beans
Specialty coffee
18g Cubic coffee
Drip coffee sachets
Coffee capsules
Coffee accessories
Coffee equipment and machines
Coffee-related merchandise
Coffee workshops and classes
Coffee tasting and experience sessions
Private and R&D experiences
Promotional products and collaborations
Certain products or services may be available only for a limited period and may be discontinued, changed or replaced without prior notice.
2. Website Use
You may use this website for lawful purposes only.
You agree not to:
Use the website for any unlawful or fraudulent purpose;
Attempt to gain unauthorised access to our website, systems or accounts;
Interfere with the operation or security of the website;
Copy, reproduce or commercially exploit our website content without permission;
Upload or transmit malicious software or harmful material;
Misuse our products, services, promotions or customer accounts; or
Provide false, misleading or fraudulent information.
We reserve the right to restrict or terminate access to the website where we reasonably believe these Terms & Conditions have been breached.
3. Product Information
We make reasonable efforts to ensure that product descriptions, photographs, specifications and information displayed on our website are accurate and up to date.
However:
Product colours may appear differently depending on your device or screen;
Packaging and design may change from time to time;
Product specifications may be updated by manufacturers or suppliers;
Coffee flavour notes are descriptive characteristics and may vary according to preparation method, storage, brewing equipment and individual taste perception;
Coffee availability may vary depending on season, harvest and supply.
We reserve the right to update product information, specifications, packaging and availability without prior notice.
4. Coffee Products
Coffee is an agricultural product and naturally varies from harvest to harvest.
The flavour, aroma, body and overall characteristics of coffee may be affected by:
Origin and variety;
Harvest period;
Processing method;
Roast profile;
Brewing method;
Water quality;
Brewing equipment;
Storage conditions; and
Individual taste preference.
Descriptions such as fruit, floral, chocolate, caramel, winey or other tasting notes are intended as flavour references and should not be interpreted as a guarantee that every customer will perceive the same characteristics.
A difference in personal taste does not automatically constitute a product defect.
5. Product Availability
All products are subject to availability.
We reserve the right to:
Limit quantities purchased;
Limit the number of orders placed by a customer;
Refuse or cancel an order;
Discontinue a product;
Replace a product with an equivalent product where appropriate; or
Correct pricing, product or availability information where an error has occurred.
If an order is cancelled by us after payment has been received, we will arrange an appropriate resolution in accordance with our Refund & Exchange Policy and applicable law.
6. Prices
All prices displayed on our website are in Malaysian Ringgit (RM) unless otherwise stated.
Prices may change at any time without prior notice.
The price applicable to an order is the price displayed at the time the order is placed, subject to any obvious pricing or system error.
Where applicable, delivery charges, taxes, service charges or other additional charges will be displayed during the checkout process.
7. Orders
When you place an order through our website, you are making an offer to purchase the selected products.
An order confirmation does not necessarily mean that the order has been accepted in all circumstances.
We reserve the right to reject or cancel an order where, for example:
The product is unavailable;
There is an obvious pricing or product information error;
Payment cannot be verified;
The order appears fraudulent or suspicious;
An order exceeds applicable quantity limits; or
Other circumstances prevent us from fulfilling the order.
Where payment has already been made and the order is cancelled by us, an appropriate refund or other resolution will be provided in accordance with applicable law and our Refund & Exchange Policy.
8. Payment
Payment must be completed through the payment methods made available on our website.
You agree that:
Payment information provided must be accurate;
You must have the authority to use the selected payment method; and
You are responsible for ensuring that sufficient funds are available.
We may use third-party payment providers to process transactions.
The Coffee Factory does not intentionally retain full payment-card information where such information is processed directly by a third-party payment provider.
9. Delivery
We will arrange delivery to the address provided during checkout.
Customers are responsible for ensuring that the delivery information provided is accurate and complete.
Delivery times shown on the website are estimates unless expressly stated otherwise.
Delivery may be affected by:
Courier delays;
Weather;
Public holidays;
Peak periods;
Incorrect delivery information;
Remote delivery locations;
Customs or regulatory requirements; or
Other circumstances beyond our reasonable control.
Once an order has been dispatched, customers may be provided with tracking information where available.
10. Incorrect Delivery Information
The Coffee Factory is not responsible for delivery failure caused by incorrect, incomplete or outdated information provided by the customer.
If an order is returned to us because of incorrect delivery information, additional delivery charges may apply for re-delivery.
11. Refunds & Exchanges
Our Refund & Exchange Policy forms part of these Terms & Conditions.
As coffee and other food-related products are consumable products, we generally do not provide cash refunds simply because a customer has changed their mind or does not prefer the taste of a product.
For genuine product issues, our preferred resolution is:
Replacement → Exchange → Store Credit → Refund
Cash refunds are generally only considered where a replacement, exchange or other reasonable solution is not possible, or where required by applicable law.
For full details, please refer to our Refund & Exchange Policy.
12. Consumable Products
For hygiene, safety and quality reasons, opened consumable products generally cannot be returned or exchanged due to change of mind.
This may include:
Coffee beans;
Ground coffee;
18g Cubic products;
Drip sachets;
Coffee capsules;
Beverages;
Food products; and
Other consumable products.
This does not affect any rights or remedies that cannot legally be excluded.
13. Workshops, Classes & Experiences
Bookings for workshops, classes, tastings and other experiences may be subject to specific booking conditions displayed at the time of purchase.
Customers are responsible for arriving at the scheduled date and time.
Late arrival may result in reduced participation time or inability to participate where the session cannot reasonably be delayed.
Where a customer is unable to attend, any transfer, rescheduling, credit or refund will be subject to the specific booking conditions applicable to that event.
The Coffee Factory reserves the right to change the venue, instructor, schedule or session arrangements where reasonably necessary.
Where we cancel an experience, we will provide an appropriate alternative arrangement, rescheduling option, credit or refund, as applicable.
14. Promotions & Discount Codes
Promotions, discount codes, vouchers and special offers may be subject to additional terms.
Unless otherwise stated:
Promotions cannot be exchanged for cash;
Discount codes cannot be combined;
Promotions cannot be applied retrospectively;
Promotional products may have limited availability;
Each promotion may have its own validity period; and
We reserve the right to withdraw or amend a promotion where reasonably necessary.
Where a promotional offer is found to have been obtained through abuse, fraud or manipulation, The Coffee Factory reserves the right to cancel the relevant transaction.
15. Gift Cards, Vouchers & Credits
Where gift cards, vouchers or store credits are offered, they may be subject to specific terms displayed at the time of purchase.
Unless required by law or expressly stated otherwise:
They are not exchangeable for cash;
They cannot be transferred or duplicated without authorisation;
They cannot be used after their expiry date;
Lost or stolen vouchers may not be replaced unless sufficient proof is provided; and
Any unused balance will be subject to the applicable voucher terms.
16. Intellectual Property
All content on this website, including but not limited to:
The Coffee Factory name;
Logos;
Brand identity;
Product names;
Photographs;
Videos;
Graphics;
Illustrations;
Website design;
Text;
Product descriptions;
Marketing materials; and
Other original content
is owned by or licensed to The Coffee Factory and is protected by applicable intellectual property laws.
You may not reproduce, modify, distribute, publish, sell, commercially exploit or otherwise use our intellectual property without our prior written permission.
17. User-Submitted Content
If you submit or publish content to us or through our platforms, including photographs, reviews, comments, testimonials or other materials, you agree that the content must not:
Be unlawful;
Be defamatory;
Infringe another person's intellectual property rights;
Contain malicious software;
Contain misleading or fraudulent information; or
Violate another person's privacy.
By submitting content, you grant The Coffee Factory permission to use, reproduce and display the content for legitimate business, marketing and promotional purposes, subject to applicable law.
You should not submit content that contains personal information belonging to another person without their permission.
18. Reviews & Feedback
We welcome genuine customer feedback.
Reviews should reflect the customer's actual experience.
We reserve the right to remove or decline to publish reviews that are fraudulent, misleading, abusive, offensive, irrelevant or otherwise inappropriate.
We do not guarantee that all reviews submitted will be published.
19. Third-Party Websites & Services
Our website may contain links to third-party websites, payment providers, delivery services, social media platforms or other external services.
We do not control and are not responsible for the content, availability, security, policies or practices of third-party websites.
Your use of third-party services may be subject to their own terms and policies.
20. Website Availability
We aim to keep our website available and functioning properly.
However, we do not guarantee that the website will always be:
Available;
Error-free;
Uninterrupted;
Secure from all possible threats; or
Free from technical issues.
We may temporarily suspend or modify the website for maintenance, updates, security or other operational reasons.
21. Accuracy of Information
We make reasonable efforts to ensure that information published on the website is accurate.
However, typographical errors, pricing errors, technical errors or outdated information may occasionally occur.
Where an error is identified, we reserve the right to correct the information and, where appropriate, cancel or amend an affected order.
22. Limitation of Liability
To the extent permitted by applicable law, The Coffee Factory will not be responsible for indirect, incidental or consequential losses arising from the use of our website, products or services.
Nothing in these Terms & Conditions excludes or limits any liability, right or remedy that cannot legally be excluded or limited under applicable Malaysian law.
23. Events Beyond Our Control
The Coffee Factory will not be responsible for delays or failure to perform our obligations where the delay or failure results from circumstances beyond our reasonable control.
These circumstances may include:
Natural disasters;
Floods;
Fire;
Severe weather;
Epidemics or pandemics;
Government restrictions;
Industrial disputes;
Transportation disruption;
Courier disruption;
Internet or telecommunications failure;
Power outages;
War or civil disturbance; or
Other events beyond our reasonable control.
We will take reasonable steps to minimise the impact of such circumstances.
24. Personal Data & Privacy
When you use our website, we may collect and process personal information necessary to provide our products and services, process payments, fulfil orders, provide customer support and operate our business.
Personal data will be handled in accordance with our Privacy Policy and applicable Malaysian personal-data protection laws.
The Personal Data Protection Act 2010 regulates the processing of personal data in connection with commercial transactions in Malaysia.
25. Account Registration
If you create an account on our website, you are responsible for:
Providing accurate information;
Maintaining the confidentiality of your login credentials;
Keeping your account information updated; and
Informing us if you believe your account has been accessed without authorisation.
You are responsible for activities carried out through your account unless you have notified us of unauthorised access.
We reserve the right to suspend or terminate accounts involved in fraud, abuse or violation of these Terms & Conditions.
26. Age & Legal Capacity
By using this website or placing an order, you confirm that you have the legal capacity to enter into the relevant transaction.
Where a purchase involves products or services subject to age restrictions or other legal requirements, applicable restrictions will apply.
27. Changes to These Terms
The Coffee Factory may update these Terms & Conditions from time to time.
The latest version will be published on this website with the applicable update date.
Your continued use of the website after changes are published constitutes acceptance of the updated Terms & Conditions to the extent permitted by law.
28. Governing Law
These Terms & Conditions are governed by the laws of Malaysia.
Any dispute arising in connection with these Terms & Conditions will be subject to the applicable laws and jurisdiction of Malaysia.
Nothing in these Terms & Conditions is intended to remove or restrict any mandatory rights or remedies available to consumers under applicable Malaysian law.
29. Severability
If any provision of these Terms & Conditions is determined to be invalid, unlawful or unenforceable, that provision shall be interpreted or modified to the extent necessary to make it enforceable, where legally permitted.
The remaining provisions will continue to apply.
30. Entire Agreement
These Terms & Conditions, together with our applicable:
Refund & Exchange Policy;
Privacy Policy;
Shipping/Delivery Policy;
Promotion Terms; and
Other policies expressly referred to on our website
form the applicable agreement between you and The Coffee Factory in relation to your use of the website and purchase of our products and services, subject to applicable law.
31. Contact Us
If you have questions regarding these Terms & Conditions, your order or our policies, please contact The Coffee Factory through the official contact channels provided on our website.
The Coffee Factory HQ
Malaysia
Website: www.thecoffeefactoryhq.com
Email: thecoffeefactoryhq@gmail.com
Phone / WhatsApp: +6010-2284832
The Coffee Factory
Not Just Coffee. An Experience.