Refund Policy

RETURNS

All bags of coffee and Phin Kits are considered final sale and cannot be returned. However, we do accept returns for non-coffee related products that are not included in bundles. Please note that our return policy lasts for 30 days from the date of purchase. If it has been more than 30 days since your purchase, we regret to inform you that we cannot offer a refund or exchange.

In order to be eligible for a return, the item must be unused and in the same condition as when you received it. It should also be in its original packaging. Please understand that due to the consumable nature of coffee, we are unable to accept returns on coffee products. If you have any questions or concerns about the coffee you received, please reach out to us at hello@nguyencoffeesupply.com for assistance.

Please note that gift cards and bundles are also non-returnable items.

To complete the return process, we require a receipt or proof of purchase, such as the order number.

HERE ARE THE STEPS TO FOLLOW FOR PROCESSING A RETURN:

1. Send an email to hello@ngoncoffeeroasters.com and we will provide you with mailing instructions.
2. Return the item(s) in their unused, original packaging using a carrier of your choice. Please make sure to obtain a tracking number for the shipment.
3. Share the tracking number with us so that we can monitor the return shipment. Without prior notice, we are unable to independently track the package.
4. Once our fulfillment team receives the returned item, it will be inspected.
5. If the return is approved for a refund, we will process the refund and notify you via email.

Please allow up to 30 days for us to receive, evaluate, and process your refund.

Please note that you will be responsible for the shipping costs associated with returning the item. Currently, we do not provide return labels for refunds. You may choose a carrier of your preference.

For exchanges: the time it takes for the exchanged product to reach you may vary depending on your location.

If you are returning an item with a value over $100, we recommend considering purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

REFUNDS (IF APPLICABLE)

Upon receipt and inspection of your return, we will promptly send you an email to inform you that we have received your returned item. Furthermore, we will notify you regarding the approval or rejection of your refund.

In the event of approval, your refund will be processed and credited back to your original method of payment or credit card within a specified number of days.

DISCOUNTED & SALE ITEMS (IF APPLICABLE)

Refunds are only applicable to items that are sold at regular prices. Unfortunately, items purchased on sale cannot be refunded. Additionally, purchases made using promotion or discount codes are not eligible for refunds.

EXCHANGES (IF APPLICABLE)

If any items are found to be defective or damaged, we will gladly replace them. To initiate an exchange for the same item, please reach out to us via email at hello@ngoncoffeeroasters.com, and we will provide you with the necessary instructions.