Return and Refund Policy

If you are not satisfied with what you bought from Duong Cafe, you may be eligible to return it and get a refund by following the simple procedure set out in this Return and Refund Policy.

1. How do I make a return?

You can make a return by following these steps:

1. Please go to your Duong Cafe account on DuongCafe.com to request a refund. If you do not have a Duong Cafe account, please click on "Save your Order" in your Duong Cafe order email to make a return.
2. Find the relevant order in "Your Orders" and click on the "Return/Refund" button.
3. Select the items you would like to return and the reason for the return. Depending on the reason you selected, you may be required to provide further information related to the order. After you provide the required information, click the "Next Step" button to proceed.
4. If there is no need to return your items, then your final step is simply to select your refund method. You may choose to receive your refund as a Duong Cafe credit balance or be credited back via your original payment method. Make your selection and click "Submit".
5. If you need to return your items, you will have the option to choose your return and refund methods. Return shipping is free on your first return of one or multiple returnable items for EVERY order.
6. Please place all returned items into one package and write down your phone number/email to send it.
   • Your phone number/email is the phone number/email you have registered Duong Cafe account to implement the order(s).
7. After placing all the return items in one package, please write down your phone number/email on the outside of the package. Send your package to the most appropriate and convenient delivery unit for you to our address (182 Minh Khai Street, Hai Ba Trung District, Hanoi, Vietnam) and you're done!
   • Please ensure that the delivery unit is available in Ho Chi Minh/Hanoi city, Vietnam.
   • Please check your phone number/email and the address provided correctly before sending the package.
8. You can check the refund status of your items on your order details page or through Duong Cafe's email notifications.

Please make sure your return package is postmarked within 14 days after you submit your return, otherwise, the return process will be terminated.

2. Is the return shipping free?

Return shipping is free on your first return of one or multiple returnable items for EVERY order within the return window.

When you apply for a return, you may be offered the opportunity to get a partial refund without returning the item(s). If you accept this offer, one free return will automatically be deducted from the number of free returns you have for this order.

• If you have already returned items from an order and would like to return additional items from that same order, you can still do so as long as the return window has not closed.
• We recommend that you try to send back your return items in one shipment to avoid paying additional fees.

For the second and subsequent refunds from the same order, you have to pay a $7 shipping fee, which will be deducted from your refund.

3. How long do I have before making a return?

If an item is eligible for a return and refund, you may return it within the return window. You must send your return package back within 14 days of submitting your return request. You cannot return items after the return window has closed.

4. Refunds

1. You may receive an advanced refund, where we will issue the refund after you dropped off your return package. If the items were not returned or the returned items do not pass quality inspection, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.
2. For refunds of returned items, we will process your refund after the items are received and pass quality inspection.
3. Please note that if the returned item is used, damaged, missing parts, or damaged due to improper packaging during return shipping, the refund will be reduced to compensate for the lost value of the item.
4. Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee and import tax are not refundable if your return is not a result of Duong Cafe's fault. The insurance costs, if any, are also non-refundable. The sign on delivery fee, if any, is not refundable if the items have been delivered successfully.
5. You can choose to accept Duong Cafe credits instead of a refund to the original payment method.
   • Refunds to Duong Cafe credits are faster than your original payment method.
   • Duong Cafe credits have no expiration date.
   • Refunds to Duong Cafe credit typically cannot be reversed once they are processed.
   • Typically, Duong Cafe credits cannot be redeemed for cash and can only be used for purchases on DuongCafe.com

5. Refund timeline

Once the refund is processed, your financial institution will need additional time to have it reflected in your account. Refer to the following table for more details:

6. Important Notice

1. If you send the return package to any other address but not the address we provided (182 Minh Khai Street, Hai Ba Trung District, Hanoi, Vietnam), your return will be rejected. Duong Cafe will not be responsible for incorrect phone number/email order(s), and any lost return package - not delivered to the address aforementioned.
2. Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned, and we do not store or provide refunds or compensation for such items.

If you have any questions about making a return or this policy, please contact our customer service.