Refund Policy
Our Commitment To You
At LUNÉLLE, we take pride in every cup of coffee and boutique cookie we serve. We want you to enjoy your daily ritual to the fullest. This policy outlines how we handle issues with your orders to ensure fairness for both our customers and our team. By purchasing our treats, you agree to these terms, which are designed to support a positive experience at our cafe in accordance with standard Malaysian consumer practices and local hospitality guidelines. For any specific concerns regarding your purchase, please speak with our branch manager.
Dining and Product Issues
Because our coffee and gourmet cookies are perishable food items, we cannot offer returns or refunds once a product has been consumed. However, if your order is incorrect, your drink is not prepared to our quality standards, or if there is a clear issue with your cookie, please let us know immediately at the counter. We will prioritize remaking your item or providing an exchange on the spot. We comply with the Consumer Protection Act 1999 of Malaysia to ensure our customers receive goods that are of acceptable quality and fit for their intended purpose.
Processing Refunds and Exchanges
Requests for refunds must be made at the time of purchase or delivery. For valid quality concerns, we offer a full replacement or a store credit voucher. Cash refunds are issued at the manager’s discretion only if a replacement isn't possible.