Sales Policies

Inspection Policy

To protect customers' rights as much as possible when shopping on gaiacafe.com.vn, we support customers in checking, inspecting, and co-inspecting goods with the delivery staff upon receipt.

When receiving a package from the delivery staff, customers may open it to inspect the product's external condition before payment. Please record a video of the inspection process. Any complaint without an accompanying inspection video may not be resolved.

Customers may inspect only the product's external condition: whether the product matches the order, whether the quantity and product type match the description, and whether the product is defective, incorrect, or lost during shipping. Inspection does not include trying or using the product.

If, during co-inspection, customers find that the product is damaged, expired, or does not match the description published on gaiacafe.com.vn, customers have the right to refuse delivery.

If the box/package shows signs of being opened or torn, or if the seal is no longer intact, customers have the right to refuse delivery or ask the delivery staff to open the package for inspection of the products inside.

The inspection fee, if any, will be specified by the shipping provider and shown clearly on the delivery note.

Return and Exchange Policy

To ensure service quality and provide the best product experience, gaiacafe.com.vn applies return and exchange support in the following cases:

Return/exchange conditions for wrong, missing, or shipping-damaged products

1. Wrong or missing products: if the received product does not match the placed order, customers should contact us within 24 hours from the delivery time and provide a video of the unboxing/opening process.
2. Products damaged during shipping: this includes broken or damaged products, dented packaging, leaking products, or any condition that affects product perception and experience.

General return/exchange conditions

• The product has not been used and remains in its original packaging, with all accessories, labels, and included gifts, if any.
• The product packaging is not broken or damaged and shows no sign of improper storage.
• Notification period: within 24 hours from the delivery time for wrong, missing, or shipping-damaged products.
• Return shipping fee: customers will not be charged for return/exchange shipping in cases of wrong, missing, or shipping-damaged products.

Cases not eligible for return or exchange

• The request does not meet the stated return/exchange conditions.
• The return/exchange period has expired.
• No inspection or unboxing video is provided.

Return/exchange process

1. Check product eligibility: compare the case with the return/exchange conditions for wrong, missing, or shipping-damaged products.
2. Notify gaiacafe.com.vn: contact our hotline at +84 (028) 6685 0558 or email contact@gaiacafe.com.vn, and provide contact information, product name, reason for return/exchange, support request, and inspection video.
3. Gaia confirms the information: after the request is accepted, gaiacafe.com.vn will send instructions for returning the product through our shipping partner.
4. Send the product back to gaiacafe.com.vn: please pack the product carefully and send it back according to the instructions.
5. Response time: after receiving the product, gaiacafe.com.vn will respond and update customers on the handling progress.

Delivery Policy

I. Delivery methods

• We may deliver products directly to customers.
• We may also cooperate with third-party shipping or courier providers to deliver products to customers.

II. Details

1. Gaia delivery staff: within a 5 km radius, Gaia staff may deliver directly to customers. Delivery time is within 3 days after order confirmation, from 8:30 AM to 5:30 PM daily. Delivery fees are agreed upon by both parties.

2. Third-party shipping provider: nationwide delivery. Gaia selects reputable courier providers to deliver products to customers. Delivery time and fees follow the provider's standards and policies or other agreements between the parties.

III. General policy

• Customers should inspect the goods before accepting delivery. After signing confirmation of full receipt, we are not responsible for shortages or complaints arising afterward.
• Payment methods are subject to agreement between the parties.

For purchase requests or other support, please contact: VIET COFFEE COMPANY LIMITED, address: 921 Nguyen Thi Minh Khai, Tan Dong Hiep Ward, HCMC; phone +84 (028) 6685 0558; email contact@gaiacafe.com.vn.

Payment Policy

1. Payment at the company

Customers may pay directly at our company/location. Company/location staff will collect payment according to the quantity of products purchased. Please check the transaction carefully before leaving.

2. Cash on delivery

COD is a delivery-and-collection service. The shipping staff collects cash when delivering the order. Please inspect the order, pay in full, and sign the delivery confirmation.

3. Online payment

Customers make payment according to the account information displayed on the website. Account information may change depending on business operations and website management. Customers should transfer funds only to the accurate account information provided on the website.

Company bank account: VIET COFFEE COMPANY LIMITED - Account number: 87788998 - Asia Commercial Joint Stock Bank (ACB), Le Van Sy Branch.