Shipping & Returns

Every bag is roasted in small batches in Kuala Lumpur and shipped fresh. Here's what to expect.

Shipping

Dispatch

Orders placed before 2PM ship the same day (Mon-Sat). Because we roast in small batches every week, your coffee leaves us within days of roasting, never warehouse stock.

Delivery times

• Klang Valley (KL / PJ / Subang): same or next business day.
• Penang & Johor Bahru: 1–3 business days.
• Sabah & Sarawak: 3–5 business days (carrier-dependent).

Shipping cost

Free shipping on orders over RM60. Below that, a flat shipping rate is calculated at checkout based on your address.

Tracking

You'll receive a tracking link by email once your order ships. Questions? WhatsApp us at +60 17-744 4653.

Returns & freshness guarantee

We want you to feel confident ordering from Pulmur. As coffee is a fresh food product, different return conditions apply depending on whether your order has been opened.

Change-of-mind returns

You may return an item within 14 days of delivery if:

• The product is unopened, unused and in its original sealed packaging.
• The item is returned in the same condition in which it was received.

For change-of-mind returns, the customer is responsible for the cost of returning the item. Original delivery charges are non-refundable.

Once we receive and inspect your return, approved refunds will be issued to your original payment method within 5–10 business days.

For freshness and food-safety reasons, we cannot accept change-of-mind returns for coffee bags that have been opened or had their seal broken.

Damaged, incorrect or defective orders

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery with your order number and photos where relevant.

We will review the issue and arrange a replacement or refund where appropriate. Pulmur will cover reasonable return costs when the item is damaged, defective or incorrect.

Coffee quality concerns

We roast our coffee in small batches and take freshness seriously. If you believe there is a genuine quality issue with your coffee, contact us within 7 days of delivery with your order number and details of the issue.

Because taste can also vary depending on grind size, brewing method, water, recipe and personal preference, we may ask for a little more information so we can understand what happened and find the right solution.

How to make a return

Contact us through our website with your order number and reason for return before sending anything back.

Once your return is approved, we will provide the return instructions. Items returned without prior approval may not be accepted.

Exchanges

We do not offer standard exchanges for change-of-mind purchases. You may return an eligible unopened item for a refund and place a new order.

If an item is damaged, defective or incorrect, we may offer a replacement instead.

Wrong grind, size or delivery details

Contact us as soon as possible after placing your order. If your order has not yet been processed or shipped, we will do our best to update the grind, size or delivery details.

Once an order has been shipped, we may not be able to make these changes.

Email hello@thepulmur.com or message us on WhatsApp and we'll sort it quickly.