1. Principles
The Capital Coffee accepts return/exchange requests to protect customers' rights when products are delivered incorrectly, incomplete, damaged, have quality defects, or fall under cases permitted by law or this policy.
2. Request period
Customers should submit return/exchange requests within 07 days from the date of receipt, except where law, separate commitments, or the nature of the defect allow a different period more favorable to the customer.
3. Cases considered
- Incorrect product delivered or wrong confirmed variant.
- Missing product(s) in delivery.
- Products damaged during transportation.
- Packaging or seals showing abnormal signs affecting quality/safety.
- Products with quality defects or not matching the confirmed information.
- Other cases as provided by law or valid agreements.
4. Food products and opened packaging
For coffee and packaged food products, opening the packaging does not automatically forfeit the right to request support if there are quality defects, abnormal taste/odor, signs of compromised safety, or other issues that can reasonably only be discovered after opening the product. Customers should keep the product, packaging, and batch code if available and provide appropriate evidence.
5. Cases that may not be accepted
- Products damaged due to improper storage or use not following instructions after receipt.
- Unable to verify the transaction or that the product belongs to the related order.
- Requests showing signs of fraud, intentional damage to the product, or abuse of the policy.
- Other cases where the law allows refusal.
6. Evidence
Depending on the case, The Capital Coffee may request order codes, images/videos of the package, product, packaging, shipping labels, batch codes, and a description of the issue. Evidence requests must be reasonable and intended to verify the matter.
7. Resolution methods
- Exchange for the correct product.
- Send missing items.
- Exchange for an equivalent replacement product by agreement.
- Partially or fully refund an appropriate amount.
- Other solutions agreed upon by the customer and The Capital Coffee.
8. Return/exchange costs
If the cause is attributable to The Capital Coffee, or the product or delivery process is the seller's responsibility, reasonable costs to carry out the remedy will be borne by The Capital Coffee in accordance with applicable regulations. If the request arises from reasons attributable to the customer and is still accepted for support, costs may be notified in advance.
9. Refunds
After a refund request is approved, refunds will be processed in accordance with the Payment Policy. The expected time for the credit to appear may be 03–15 business days depending on the bank/payment gateway after the refund is initiated.
10. International orders
International returns/exchanges are considered based on the cause, logistics feasibility, and applicable law. Import taxes or customs fees paid to foreign authorities are not automatically refundable by The Capital Coffee.