1. Principles
The Capital Coffee receives complaints made in good faith and handles them transparently, based on the available information, supporting evidence, published policies and applicable consumer protection law.
2. Scope
- Products and quality.
- Ordering, price or promotions.
- Payment and refunds.
- Shipping and delivery.
- Inspection, exchanges and returns.
- Personal data or website user experience.
- Other legal rights related to transactions.
3. Channels for submission
Complaints may be submitted through the official channels of COFFEE CAPITAL COMPANY LIMITED: Hotline 0935 36 65 65
Email info@thecapitalcoffee.com; head office address: 20/07/03 Hồ Đắc Di, Tây Thạnh Ward, Ho Chi Minh City, Vietnam. Customers should provide the order code, contact information, a description of the incident and any supporting evidence.
4. Acknowledgement of receipt
The Capital Coffee aims to acknowledge receipt of a complaint within one business day. An acknowledgement does not constitute a final determination of the complaint.
5. Verification
We may verify the matter by checking orders, payments, shipping documents, photographs, support history, system records and information from related suppliers. We will request additional information only when it is necessary and relevant to the issue.
6. Processing time
We aim to resolve routine complaints within seven business days from receipt of all required information. Complex cases, matters involving third parties, product testing or authorities may require additional time; customers will be informed of the case status.
7. Outcome
Outcomes may include an explanation, correction of information, exchange of goods, additional shipment, refund, other remedial measures or a refusal with stated reasons. Measures related to payment or returns will be implemented in accordance with the applicable specialist policy.
8. Escalation
If a customer disagrees with the initial outcome, they may request a review via the official support channel and provide additional grounds. The Capital Coffee will escalate the matter as appropriate.
9. Dispute resolution
The parties shall prioritise negotiation and mediation. If no agreement is reached, the customer may pursue dispute resolution through consumer protection agencies, arbitration or the courts in accordance with law and any valid agreements.
10. No limitation of consumer rights
Nothing in this policy shall be construed as removing or limiting the mandatory rights of consumers under law.
11. Confidentiality of complaint information
Personal information provided during the complaint process will be processed only to the extent necessary to verify and resolve the complaint, prevent fraud and fulfil legal obligations, in accordance with the Privacy Policy.