At TAM TRINH COFFEE, we value the trust of our customers when they place orders and the after-sales policy at TAM TRINH COFFEE is built based on the commitment to protect consumer rights so that our customers can shop with confidence and experience our services.
We guarantee that the products sold at TAM TRINH COFFEE are new and 100% genuine. In the rare event that the product received by the customer has defects, damaged or does not match the description, we are committed to protecting the customer through the following exchange and warranty policy:
*This policy applies to most products, except:
- Orders with products need to be exchanged or returned due to external errors, but there is a joint inspection report between the carrier and the customer.
- Products in the limited exchange-return list.
Exchange for a new product:
TAM TRINH COFFEE will only exchange the product in case the product has a defect not caused by the customer, specifically including the following cases:
Technical defects of the product
Goods are broken before reaching the customer, or the wrong product is delivered
Return product – refund:
2.1. Return due to customer’s needs:
In case the customer returns the product for personal reasons, the conditions for return and refund are:
The product is still intact with the manufacturer’s seal, tag or label
The product still has all accessories, promotional gifts
The product is not on the limited exchange-return list.
2.2. Return due to product defects not caused by the customer:
2.2.1. External defects – due to transportation or packaging process:
TAM TRINH COFFEE will replace 100% if the product is damaged on the outside in case the customer responds within 36 hours of successful delivery.
If there is a joint inspection report between the carrier and the customer, TAM TRINH COFFEE will not support sending a replacement product under any circumstances.
In case the product is only damaged on the outside, TAM TRINH COFFEE will refuse any request to return the product if the customer reports the product defect after 48 hours.
Manufacturing defects – by TAM TRINH COFFEE or the supplier:
EXCHANGE-RETURN POLICY: (For green coffee beans)
For green coffee beans, we support exchange and return within 3-5 days after receiving the order for the following defects:
♦ The ripeness ratio is less than 2% compared to the signed terms
♦ The amount of impurities exceeds 0.1% of the total order volume.
Request reception time:
Within 7 days of successful delivery by TAM TRINH COFFEE, if the product has a manufacturing defect, TAM TRINH COFFEE will support replacing the product or giving you a refund.
2.3. Refund method and processing fee:
2.3.1. Refund method:
Refund to bank account: 2-3 working days. (except holidays and Tet).
2.3.2. Processing fee:
Except for the cases of refund without a fee mentioned above, TAM TRINH COFFEE will charge a processing fee on each product the customer wants to return according to the following formula:
Product value under 500,000 VND: processing fee of 15,000 VND.
Product value over 500,000 VND: processing fee 10%.
