ORDER MODIFICATION, CANCELLATION & RETURN POLICY

kphucsinh.vn is committed to providing 100% genuine, high-quality, and safe products. To protect your rights, please carefully check the Quantity, Product Name, Quality, and Recipient Information (cross-checking with the Delivery Note inside the box) before signing for receipt and making payment.

Support Hotline: 1900 55 88 08 / (028) 3943 5988
Contact Email: cs@kcoffee.vn

PART 1: ORDER MODIFICATION OR CANCELLATION POLICY

Requests for order modification or cancellation are only accepted and processed during regular working hours and are subject to the following processing/delivery schedule:

01 working day prior to the scheduled delivery date: Requests are accepted and processed.
On or after the scheduled delivery date: Any requests to change or cancel the order will NOT be accepted.

Order Cancellation Fee Regulation Table (Example for an order with a 3-day delivery timeframe):

Request TimingCancellation FeeProduction StatusWithin 2 hours of placing the orderFree of chargeNot yet startedAfter 2 hours of placing the order (on the same day)50% of the order valueProduction has commencedDays 1, 2, or 3 after the order dateCancellation not acceptedIn progress / Completed

Refund policy for cancellations: 100% of the actual amount paid by the customer will be refunded within 7 working days. For payments made via domestic ATM cards or international cards (Visa/Master) through the NAPAS gateway, the funds will be refunded directly back to the exact account/card number used for the transaction.

PART 2: PRODUCT RETURN & EXCHANGE POLICY

1. Resolution Period for Returns and Exchanges

Successfully delivered orders: Requests will be received and processed within 7 working days from the date of receipt. Beyond this period, complaints will not be resolved.
Orders in transit: Support is provided to exchange for another item matching your needs or to cancel the order (subject to the refund regulations in Part 1).

2. Exchange Conditions

Products are only accepted for return or exchange if they meet the following conditions:

Retain original packaging, shrink-wrap, and initial state.
Fully include accessories and promotional gifts (if any).
Accompanied by the Delivery Note or VAT Invoice.

3. Eligible and Non-Eligible Cases for Return/Exchange

CaseResolution Solution from kphucsinh.vnShipping FeeManufacturer technical defect / Wrong item delivered (Missing pages, loose binding, damaged not matching description, wrong product)Brand new product exchange of the same type. If out of stock: Refund or exchange for another item on the website.Free of chargeMissing items delivered (Missing products, accessories, or gifts)Supplementary delivery of the missing quantity according to the original order.Free of chargeGoods damaged during transit (Crushed, wet packaging affecting the internal product)Customer reports the condition on the shipper's delivery bill, takes photos, and immediately contacts the Hotline for a replacement.Free of chargeAppearance does not match initial descriptionContact the Hotline for review and resolution based on specific circumstances.By agreementCustomer fault / Change of mind (Product damaged by customer, wrong order placed, dislike the content...)NO EXCHANGE OR RETURN SUPPORTN/A

PART 3: RETURN AND EXCHANGE SHIPPING PROCESS

Step 1: Take photos/videos of the product and packaging condition (clearly stating defects if any), and send an email to cs@kcoffee.vn with the subject: “Order Exchange #[Order Code]”.
Step 2: Upon confirmation from the Customer Care department, securely pack the product, accessories, gifts, and invoice/delivery note in their original condition.
Step 3: Fully fill in your Full Name, Address, Order Code, and Return Code (provided via email by kphucsinh.vn). Send the goods back to the designated address via postal mail within 3 working days from notification.

⚠️ Note: You are responsible for the intact condition of the product during transit. kphucsinh.vn does not currently support return shipping fees for personal reasons; please cover the postal postage when sending items back (except in cases of service or product errors originating from kphucsinh.vn).