Shipping, Returns, Privacy & Terms

Shipping Policy

1.1 Delivery Coverage

DOUU COFFEE currently offers delivery services within Malaysia, covering:

• Peninsular Malaysia
• Sabah
• Sarawak

Delivery availability is subject to the customer's address and the courier's service coverage. If an address cannot be served, we will contact the customer to discuss the available options.

1.2 Delivery Time

Delivery times may vary depending on the destination, order processing requirements, and courier arrangements.

Delivery to Peninsular Malaysia, Sabah, and Sarawak may take different amounts of time. Public holidays, weather conditions, and courier disruptions may also affect delivery schedules.

Pending confirmation Estimated delivery periods and order processing time.

1.3 Shipping Fees

Shipping charges may vary depending on the delivery location, order contents, and applicable shipping arrangements.

Applicable charges should be clearly communicated before the customer confirms an order.

Pending confirmation Shipping rates, free-shipping thresholds, and remote-area surcharges.

Free delivery over RM80

1.4 Order & Delivery Enquiries

Customers may contact DOUU COFFEE through the official contact channels on our website for order or delivery enquiries.

Where tracking information is available, we will assist in providing the relevant details.

Returns & Refund Policy

2.1 Return & Exchange Requests

DOUU COFFEE accepts return or exchange requests for unopened products.

Customers may contact our official customer service channels with their order details and the reason for the request.

Submitting a request does not automatically guarantee approval. Each request will be reviewed according to the product's condition, applicable policy, and legal requirements.

Pending confirmation Return request period and detailed eligibility conditions.

2.2 Unopened Products

Customers are encouraged to keep products and their original packaging in good condition while a return or exchange request is being reviewed.

Our customer service team will provide further instructions regarding product condition requirements and return arrangements.

2.3 Damaged, Incorrect or Faulty Products

If a product arrives damaged, incorrect, or potentially defective, please contact DOUU COFFEE customer service as soon as possible.

Customers are encouraged to provide their order number, a description of the issue, and relevant photographs to help us assess the request.

Such matters will be handled in accordance with applicable Malaysian consumer protection laws and the circumstances of the case.

2.4 Return Shipping Costs

Pending confirmation Responsibility for return shipping costs for general returns, incorrect deliveries, and faulty products.

Please contact our customer service team for return instructions before sending products back.

2.5 Refund Processing

Eligible refund requests will be processed following verification and approval where applicable.

Pending confirmation Refund method, processing period, and expected time for funds to be received.

Actual processing times may also depend on the original payment provider.

2.6 Statutory Consumer Rights

Nothing in this policy excludes or limits any statutory consumer rights that customers may have under applicable Malaysian consumer protection laws.

Privacy Policy

Effective Date: Pending confirmation
Business Legal Name: Pending confirmation

1. Our Commitment to Privacy

DOUU COFFEE respects the privacy and personal data of our customers. This Privacy Policy explains how personal information is collected, used, stored, and protected when customers visit our website, register an account, place orders, submit reviews, or contact customer support.

We process personal data in accordance with applicable Malaysian data protection laws.

2. Information We Collect

Depending on the services used, we may collect names, phone numbers, email addresses, shipping addresses, account information, order and transaction details, customer support communications, and voluntarily submitted reviews and photographs.

We may also collect technical information such as IP addresses, browser information, access times, and relevant cookie data for website operation, security, and troubleshooting.

Information may be obtained directly from customers, their interactions with our website, and service providers involved in completing transactions.

3. How We Use Information

We use personal information to process orders, arrange delivery, provide customer support, manage returns and refunds, maintain customer accounts, moderate reviews, verify purchase records, and maintain website security.

Where promotional subscriptions or marketing communications are offered, we will obtain appropriate consent when required by law and provide a method to opt out.

4. Required and Optional Information

Certain contact and delivery information is necessary to fulfil orders. Without this information, we may be unable to complete a purchase or arrange delivery.

Submitting reviews, uploading photographs, and subscribing to marketing communications are voluntary and are not required for ordinary purchases.

5. Sharing of Information

Where necessary, personal information may be shared with courier companies, payment service providers, website technology providers, and relevant customer communication services.

We may also disclose information to competent authorities where legally required.

We will not disclose customer personal information for unrelated purposes without an appropriate lawful basis.

6. Customer Reviews and Photographs

Approved reviews may be displayed publicly, including the customer's submitted display name, rating, review text, and voluntarily uploaded images.

Telephone numbers and email addresses provided for purchase verification will not be displayed as part of public reviews.

Customers may contact us to request correction or removal of published reviews, subject to applicable laws and reasonable verification procedures.

7. Cookies and Third-Party Services

Our website may use cookies or similar technologies necessary for account sessions, shopping cart functionality, and website security.

Where analytics, marketing, or other non-essential tracking services are enabled, we will disclose their purposes and provide appropriate choices where required.

Information submitted through third-party services such as WhatsApp may also be governed by those providers' privacy policies.

Pending confirmation Actual analytics tools, cookie categories, and third-party data processors.

8. Data Retention and Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, disclosure, loss, or misuse.

Personal information will be retained only as long as necessary for the relevant purposes or legal obligations, after which it will be deleted or otherwise handled in accordance with applicable law.

Pending confirmation Actual retention periods for each category of information.

9. International Data Transfers

Where third-party services involve storing or transferring personal data outside Malaysia, appropriate safeguards will be applied in accordance with applicable law.

Pending confirmation Actual hosting locations and cross-border service providers.

10. Your Rights

Subject to applicable law, customers may request access to or correction of their personal data, raise questions or complaints, withdraw consent where applicable, limit direct marketing, and exercise other applicable statutory data rights.

Withdrawal of consent may affect services that require the relevant information but will not prevent processing required by law.

11. Changes to This Policy

We may update this policy to reflect changes in our operations, technology, or legal requirements. Material updates will be communicated appropriately, with the revised policy and effective date published on our website.

12. Contact Us

For privacy enquiries, corrections, or requests relating to personal information, please use the official contact page or customer service channels on our website.

Terms of Service

By ordering from DOUU Coffee, you agree to provide accurate delivery information and to pay the listed price for your order. Product prices and availability may change without notice. DOUU Coffee is operated by NG Store Trading.

Customer reviews must reflect a genuine experience with our products. We moderate all reviews before they are published and reserve the right to remove reviews that are fraudulent, abusive, or unrelated to the product.

FAQ