Return and Exchange Policy - Coffee Village
At Coffee Village, we always strive to provide the finest quality coffee and products to ensure your complete satisfaction. However, we understand that situations may arise requiring an exchange or return. Therefore, we have established the following policy to guarantee your rights and clarify the procedures:
1. Allowed Time Frame
- Food Products (Coffee Beans, Ground Coffee, Beverages): Due to the nature and sensitivity of these products, please report any issue within 24 hours of receiving the order.
- Tools, Equipment, and Accessories: Exchange or return requests can be made within 7 days (or 14 days as per your preference) from the date of receiving the order.
2. Conditions for Exchange and Return
To successfully complete a return or exchange, the following conditions must be met:
- The product must be in its completely original condition, unused, and in its original packaging without any damage.
- The original purchase invoice or order number must be provided.
- For Coffee: Coffee beans cannot be exchanged or returned after opening the bag or grinding them (if ground specifically for the customer), unless there is a clear manufacturing defect or an error in the type of product sent.
3. Non-Returnable Cases
We apologize for not accepting returns in the following cases:
- Exceeding the allowed time frame.
- Products that have been used, opened, or are not in their original condition.
- Products prepared or ground specifically based on the customer's request (Customized Orders).
- Malfunctions resulting from misuse (for tools and equipment).
4. Return and Exchange Procedures
Please contact our customer service team via Email or WhatsApp, providing the order number, a photo of the product (in case of a defect), and an explanation of the reason for the return.
Our team will review the request and respond within 3 business days.
5. Refunds
- If the return is approved, the amount will be refunded via the original payment method within 7-14 business days.
- In case of Cash on Delivery, the amount will be refunded as store credit (or bank transfer, depending on your policy).
6. Shipping Costs
- Store Error or Defective Product: Coffee Village bears all shipping costs for exchange or return.
- Customer Preference (No Defect): The customer bears the shipping costs (to and from) and Cash on Delivery fees if applicable.