1. Principles
The Capital Coffee accepts requests to return or exchange products to protect customers' rights when products are delivered incorrectly, are incomplete, are damaged, have quality defects, or otherwise fall within cases permitted by law or by this policy.
2. Request period
Customers should submit return or exchange requests within 7 days from the date of receipt, except where applicable law, separate commitments, or the nature of the defect provide a different period that is more favorable to the customer.
3. Cases considered
- Incorrect product delivered or a different variant than confirmed.
- Missing product(s) in the delivery.
- Products damaged during transportation.
- Packaging or seals showing abnormal signs that affect quality or safety.
- Products with quality defects or that do not match 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 void the right to request support if there are quality defects, abnormal taste or odor, signs of compromised safety, or other issues that reasonably can only be discovered after opening the product. Customers should retain the product, packaging and batch code, if available, and provide appropriate evidence.
5. Cases that may not be accepted
- Products damaged as a result of improper storage or use that does not follow instructions after receipt.
- Unable to verify the transaction or that the product belongs to the related order.
- Requests that show signs of fraud, intentional damage to the product, or abuse of the policy.
- Other cases where the law permits refusal.
6. Evidence
Depending on the case, The Capital Coffee may request order codes, images or video of the parcel, product, packaging, shipping labels, batch codes, and a description of the issue. Requests for evidence will 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.
- Partial or full refund of an appropriate amount.
- Other solutions agreed 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 is accepted despite being attributable to the customer, any costs will 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 is 3–15 business days depending on the bank or payment gateway after the refund has been initiated.
10. International orders
International returns and 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.