RETURN & WARRANTY POLICY

1. Door-to-Door Exchange Service

Understanding the inconvenience of exchanging defective products, KHÁNH NGUYÊN COFFEE has developed a door-to-door exchange service to provide convenience and a better shopping experience:

• A delivery staff (shipper) will come directly to your address to exchange the product.
• Applicable for 1 exchange/return per order only.
• Applicable to all products (excluding items on sale/discount programs). Exchange requests must be made within 3 days from the date of successful delivery.
• Shipping costs:
  • KHÁNH NGUYÊN COFFEE supports one-way shipping fee (you only pay shipping when receiving the correct replacement product).
  • Two-way shipping fee is covered by KHÁNH NGUYÊN COFFEE for products with manufacturing defects.

2. Exchange Conditions

• Exchanges are only accepted in cases of:
  • Manufacturer defects (damaged packaging, missing items, incorrect expiration date, etc.)
  • Wrong product delivered
• The product must:
  • Retain the original purchase invoice
  • Have intact labels/tags
  • Include all promotional gifts (if any)
• The replacement product must be of equal or higher value. Customers are required to pay any price difference (if applicable).

3. Exchange Process

Customers are advised to carefully read the exchange conditions and inspect the product before requesting an exchange. Please follow these steps:

Step 4: After confirmation, KHÁNH NGUYÊN COFFEE will send the replacement product to your address, and the shipper will collect the item you wish to return.

Step 1: Contact KHÁNH NGUYÊN COFFEE via official Facebook, Instagram, or Zalo channels.

Step 2: Provide Customer Service with an unboxing video and images showing the defective product.

Step 3: Provide your delivery information including full name, phone number, and address, and record a video of the package with this information clearly attached.