I. DELIVERY POLICY
1. Delivery area
The CoffeeHolic delivers drinks and food to customers within the service area of each branch.
When ordering, customers should choose the branch closest to their delivery address so the order can be prepared and delivered efficiently.
2. Delivery fee
Free delivery on orders from 100.000 VND within 5 km in Huế City.
3. Delivery time
Delivery time depends on:
- Distance;
- The branch fulfilling the order;
- Time of ordering;
- Number of orders at the store;
- Traffic conditions;
- Weather;
- Delivery provider.
4. Checking your order on receipt
Customers should check their order as soon as they receive it for:
- Correct items;
- Correct quantity;
- Condition of the drinks/food.
If there is a problem, customers should notify the delivery driver immediately or contact The CoffeeHolic.
II. RETURN & EXCHANGE POLICY
1. Nature of our products
Because drinks and food are made to order and meant to be consumed within a short time, The CoffeeHolic does not accept returns or exchanges when customers change their mind after the order has been prepared.
However, The CoffeeHolic will consider providing support when the error is on our side.
2. Cases eligible for support
Customers may receive support in the following cases:
- Wrong item delivered;
- Missing item;
- Wrong quantity delivered;
- Item does not match the confirmed order;
- Product spilled or seriously damaged during delivery;
- Product has an unusual problem caused by The CoffeeHolic/PHIN.
3. Conditions for requesting support
Please notify The CoffeeHolic upon receiving your order or as soon as possible after discovering the problem.
Customers should provide:
- Order number;
- Phone number used to place the order;
- Photos/videos of the product;
- Description of the issue.
4. Cases not eligible for return or exchange
The CoffeeHolic may not accept returns or exchanges in the following cases:
- The customer changes their mind after the item has been prepared;
- The customer provides an incorrect address;
- The customer does not answer the phone/does not receive the order;
- The product is affected by improper storage by the customer;
- The product has already been used or consumed;
- Issues not caused by Phinholic.
III. REFUND POLICY
1. Cancelled orders
If an order is cancelled because a product is out of stock, the store is unable to serve it, or for reasons on The CoffeeHolic's side, customers who have paid in advance will be considered for a refund of the corresponding amount.
2. Missing items
If an order is delivered with missing items, The CoffeeHolic may:
- Deliver the missing items; or
- Refund the value of the missing items.
The option will be chosen based on the actual situation and agreement with the customer.
3. Wrong items
If a wrong item is delivered due to an error by The CoffeeHolic, we may:
- Deliver the correct item;
- Collect/replace the wrong item where appropriate;
- Refund the value of the wrong item;
- Or offer another suitable solution.
4. Refund method
Refunds are made using a method that matches the order's payment method or another method agreed by both parties.
5. Refund time
Refund time depends on the payment method and the processing time of the bank, payment provider or other parties involved.
The CoffeeHolic will notify the customer once the refund has been processed.