RETURN AND REFUND POLICY

At aurenacoffee.com, we guarantee that all products sold on our website are brand-new and 100% authentic. In the rare event that the product you receive is defective, damaged, or does not match its description, we are committed to protecting our customers through the following return and refund policy.

I. RETURN CONDITIONS

Damaged, Incorrect, or Missing Items

We encourage customers to inspect the external condition of the package and products before making payment to ensure that the items delivered match the order in terms of product type, quantity, color, and are free from visible damage (such as breakage or scratches).

If you encounter any of the following situations:

• The product is damaged or broken during delivery.
• The wrong product is delivered.
• Items are missing from the order.

Please refuse the delivery or immediately contact our Customer Service Department so that we can provide a timely solution.

Please note: More detailed inspections, such as testing or using the product, can only be performed after the order has been fully paid.

II. RETURN PERIOD

If a product defect or issue arises, customers must contact aurenacoffee.com within 03 days from the date of successful delivery for assistance.

After 03 working days from the date the order is received, we reserve the right to decline return or exchange requests related to the issues described above.

III. RETURN PROCEDURE

Step 1: Contact Us

Call our hotline at 097 3735 679 for detailed instructions.

Step 2: Package the Product

Carefully pack the product, including all accessories, documents, and original packaging (if applicable).

Step 3: Send the Product Back

Return the product to the following address:

No. 1 Ton That Thuyet Street, Cau Giay District, Hanoi, Vietnam

Notes

• For returns resulting from damaged, incorrect, or missing items, the shop will cover all return and exchange shipping costs.
• For all other return cases, shipping costs shall be borne by the customer.
• Customers are entitled to return the product and receive a 100% refund if the issue is determined to be the fault of the shop.
• Refunds may be issued:
  • In cash at the store; or
  • Via bank transfer for online purchases.

Contact Information

For any questions regarding this policy, please contact us:

Customer Service Hotline: 097 3735 679

Website: aurenacoffee.com (via Live Chat)

Email: support@aurenacoffee.com