Returns, warranty and refunds policy

This policy covers retail orders placed on the website and confirmed by Phuoc Son. Quality claims on wholesale and export goods are settled under the contract both parties sign.

Phuoc Son considers an exchange or return when a product has a fault Phuoc Son is responsible for, namely:

• the product delivered does not match the confirmed order;
• the product was damaged before it was delivered to you;
• the product does not meet its stated quality because of a fault on Phuoc Son's side.

A fault is established from the photographs and video you provide and from inspection of the product. Natural variation between crops and lots in colour, bean size and flavour is not a fault.

• Wrong or missing items, visible damage: within 48 hours of receiving the order.
• Quality defects that cannot be seen on delivery: within 7 days of receiving the order, and before the best-before date on the pack.

Tell us by email at [email protected] or by phone on 02633 852 364 / +84 971 837 827, with the order number and photographs or video clearly showing the product, packaging, label and the problem. A video of the parcel being opened helps us verify and resolve a claim faster.

• The product is complete as received, with its packaging, labels and any free gifts.
• For a quality defect, keep the rest of the product as it is so Phuoc Son can inspect it.
• The product has been stored as the packaging instructs.

Coffee is food, so to protect food safety for every customer Phuoc Son does not accept returns for:

• a change of mind, taste preference, or ordering the wrong product when the product is not faulty;
• a product that has been unsealed, used or prepared, unless it has a quality defect as above;
• damage caused by storage contrary to the instructions after delivery;
• claims made after the time limits above.

If you would like to swap a still-sealed product for another, please contact us; Phuoc Son may help case by case, with the buyer paying shipping both ways.

1. You tell Phuoc Son within the time limits above, with the order number and photographs.
2. Phuoc Son acknowledges within 2 working days and tells you how the claim will be handled. We may ask you to send the product back for inspection.
3. Where the fault is ours, we send the missing item or exchange the product for the same one. If no replacement is available, or you do not want one, Phuoc Son refunds the faulty items.

Phuoc Son pays return shipping once a fault has been established as Phuoc Son's responsibility. For any other return Phuoc Son agrees to as a courtesy, the buyer pays shipping.

• The refund is the order price of the faulty items, plus the shipping you paid if the fault was Phuoc Son's.
• Refunds are paid by bank transfer to an account in the name of the buyer or the recipient on the order, within 7 working days of Phuoc Son receiving the returned product and confirming the fault, or of both parties agreeing the refund where no return is needed.
• For cash-on-delivery orders, give us an account number for the refund. Phuoc Son does not refund cash through the courier.

Coffee and other agricultural products are consumables and carry no warranty. Phuoc Son stands behind the stated quality of each product until the best-before date on the pack, provided it is stored as instructed; quality defects are handled under this policy.

If Phuoc Son sells other goods that carry a warranty (such as brewing equipment), the warranty period and terms are stated on the product page or on the warranty card supplied.