Lado Coffee

RETURN & REFUND POLICY

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LADO COFFEE – A BRAND FROM VIETNAM

Website: ladocoffee.vn

Lado Coffee always strives to deliver the highest quality coffee products to our customers. In the event of defective, incorrect, or transit-damaged items, Lado Coffee applies the following return and exchange policy.

1. SCOPE OF APPLICATION

This return policy applies to products purchased directly from:

  • Website ladocoffee.vn;

  • Official Fanpage and sales channels of Lado Coffee;

  • Lado Coffee sales representatives;

  • Official e-commerce storefronts;

  • Authorized distributors or partners recognized by Lado Coffee.

2. RETURN & EXCHANGE TIMEFRAME

Customers are kindly requested to notify Lado Coffee within 03 days of receipt if any issues are found with the product.

To ensure prompt processing, please inspect the product immediately upon delivery.

3. ELIGIBLE CASES FOR RETURN & EXCHANGE

Lado Coffee supports returns and exchanges in the following cases:

  • The delivered product does not match the confirmed order;

  • Incorrect product type delivered;

  • Incorrect weight or quantity delivered;

  • Products damaged during transit;

  • Packaging that is torn, punctured, unsealed, or compromised in preservation capability;

  • Products showing unusual quality issues determined to be Lado Coffee's responsibility;

  • Products within their shelf life but presenting manufacturing or packaging defects;

  • Other cases deemed eligible for return by Lado Coffee after inspection.

4. RETURN & EXCHANGE CONDITIONS

Products will be considered for return or exchange upon meeting the following conditions:

  • Order confirmation details are provided;

  • Availability of order ID, invoice, or verifiable purchase history;

  • Product packaging remains intact (for unused items);

  • Products have been stored properly according to instructions;

  • Customers provide photos or videos showing the actual condition of the product;

  • The remaining product volume is sufficient for Lado Coffee to test/inspect in case of quality complaints.

Lado Coffee may request additional information from customers to determine the root cause when necessary.

5. EXCLUSIONS FROM RETURN POLICY

Lado Coffee reserves the right to refuse returns in the following cases:

  • Change of mind or preference after the product packaging has been opened;

  • Incorrect items selected by the customer, where Lado Coffee delivered exactly what was confirmed in the order;

  • Products consumed in significant amounts without any verifiable proof of defect;

  • Products damaged due to improper storage not following instructions;

  • Products becoming damp, water-damaged, or exposed to direct sunlight/heat sources after delivery;

  • Packaging damaged by the customer;

  • Expired products;

  • Unable to verify order information;

  • Return requests submitted past the specified deadline without a valid reason;

  • Products custom-manufactured or custom-packaged at the customer's request, except in cases of defects attributable to Lado Coffee.

6. RETURN & EXCHANGE PROCESS

Step 1 – Contact Lado Coffee

Please provide the following details:

  • Full name;

  • Phone number;

  • Order ID;

  • Product name;

  • Quantity of products requiring support;

  • Description of the issue;

  • Product photos or videos (if available).

Step 2 – Verification

Lado Coffee will receive the information and check the order status, product condition, and the cause of the issue.

In certain cases, Lado Coffee may request the customer to send back the product for physical inspection.

Step 3 – Resolution Proposal

Upon verification, depending on the case, Lado Coffee may:

  • Replace with a new product of the same type;

  • Exchange for an equivalent product;

  • Deliver the missing items;

  • Refund the value of the defective product;

  • Agree on an alternative solution that best accommodates the customer.

7. RETURN & EXCHANGE FEES

In case of defects/errors by Lado Coffee

Lado Coffee will cover all reasonable shipping costs incurred during the return or exchange process.

This includes scenarios such as:

  • Incorrect items delivered;

  • Missing items;

  • Defective products;

  • Defective packaging prior to delivery;

  • Other causes determined to be under the responsibility of Lado Coffee.

In case of customer-requested returns

Should Lado Coffee agree to support a return or exchange where the error is not on Lado Coffee’s part, the customer may be responsible for shipping fees and any other associated costs.

8. REFUND POLICY

If an exchange for a suitable product is not possible and both parties agree to a refund, Lado Coffee will refund the amount corresponding to the value of the accepted return item.

Refunds may be processed via:

  • Bank transfer;

  • The original payment method, if supported by our system;

  • Other mutually agreed payment methods.

The actual processing time for refunds may vary depending on the bank or the payment gateway provider.

9. IMPORTANT NOTES FOR COFFEE PRODUCTS

Coffee is an agricultural product whose flavor profile is highly sensitive and influenced by various factors including:

  • Harvest season;

  • Origin/growing region;

  • Processing method;

  • Roast profile/level;

  • Degassing/post-roast period;

  • Grind size;

  • Brewing method;

  • Water quality/source;

  • Brewing temperature.

Consequently, minor variations in aroma, acidity, bitterness, body, or aftertaste across different batches are normal and not automatically considered quality defects.

Lado Coffee will review and evaluate each case individually to provide the most appropriate assistance.

10. CUSTOMER INSPECTION RESPONSIBILITY

Customers should check the package condition immediately upon delivery.

If the package shows signs of:

  • Tearing;

  • Punctures;

  • Severe denting/deformation;

  • Water damage/wetness;

  • Broken security seals;

  • Tampering or having been previously opened;

customers are advised to take photos or record a video before opening the package to serve as evidence for resolution should any issues arise.

11. CORPORATE, DISTRIBUTOR & BULK ORDERS

For corporate clients, distributors, or bulk orders, return and exchange terms may be governed separately by:

  • Contracts;

  • Quotations;

  • Purchase orders;

  • Delivery receipts;

  • Commercial agreements between both parties.

In case of separate agreements, the terms of such specific agreements shall take precedence.

12. RETURN REQUEST CONTACT INFO

For return assistance, please contact us through our official customer service channels published on:

Website: ladocoffee.vn

Lado Coffee will receive, verify, and address all requests in a manner that protects the legitimate rights of our customers and guarantees excellent service quality.

13. POLICY EFFECTIVENESS

This return and exchange policy is effective from the date of publication by Lado Coffee.

Lado Coffee reserves the right to update or amend this policy to align with business operations and legal regulations at any given time.

The latest version published on ladocoffee.vn shall be the prevailing version.

LADO COFFEE – A BRAND FROM VIETNAM
Website: ladocoffee.vn