1. General Policy Due to the nature of our products (Food Ingredients/Cocoa Powder) and strict Food Safety & Hygiene regulations, PT Mulya Cocoa Indonesia does not accept returns for products once they have left our warehouse or have been delivered to the customer, except in cases of proven quality defect or non-compliance with the agreed Specification Sheet.

2. Quality Defects & Non-Compliance We stand by our quality. If the product received does not match the Certificate of Analysis (COA) or the agreed specifications:

• The Buyer must notify us in writing within 7 (seven) days of cargo arrival at the destination port.
• The Buyer must provide evidence, including photos of the packaging, batch numbers, and an independent lab analysis report indicating the discrepancy.
• Upon verification, we will offer a replacement of the goods or a refund for the affected portion of the order.

3. Shipping for Returns In the event of a verified quality defect, PT Mulya Cocoa Indonesia will bear the cost of return shipping or disposal. For any other unauthorized returns, all shipping, handling, and disposal costs are the responsibility of the Buyer.

4. Sample Policy Samples provided for trial are non-refundable and non-returnable. Shipping costs paid for samples are non-refundable once the courier has collected the package.