Refund policy

Return & Refund Policy

Thank you for shopping at MissTrang Coffee. Because our products are perishable food items (coffee), we implement a Return & Refund Policy based on global grocery and food safety standards to ensure hygiene, quality, and the best possible experience for our customers.

  1. General Food Safety Regulation

In alignment with international grocery standards, coffee products that have been opened or used cannot be returned due to health and safety regulations. However, your satisfaction is our priority. If there is an issue with your order, we offer refunds or replacements without requiring you to ship the product back to us (Returnless Refund).

2. Eligibility for Refunds or Replacements

You are eligible for a full refund or a free replacement without returning the original item in the following cases:

  • Damaged or Defective Goods: The coffee packaging is torn, the one-way valve is broken, or the product arrives wet/damaged during transit.
  • Quality Issues: The product shows signs of mold, unusual odors, or does not meet the product details as described on the our website.
  • Incorrect Item Received: You received the wrong roast level, wrong grind size, different product, or incorrect weight compared to your order.
  • Expired Products:  The product is past its "Best Before" or "Expiry Date" at the time of delivery.

Note: To process your request, we require clear photographic or video evidence of the issue (e.g., photo of the torn bag, incorrect label, or expiry date).

3. Request Timeline

  • Timeframe: Requests must be submitted within 15 days of the confirmed delivery date.
  • After 15 days, we are unfortunately unable to process claims related to the physical condition or quality of the product.

4. Returnless Refund Process

IMPORTANT NOTE:

We deeply value our customers' experience. If you encounter any issues, we kindly ask that you contact us directly before opening a dispute or complaint on PayPal. Direct communication allows us to resolve your problem much faster (often within 48 hours), whereas PayPal disputes can take weeks to process. Instead, please email the MissTrang Coffee team immediately via: support@misstrang.com  or text us via Whatsapp at (+84) 708 539 909

We are extremely grateful for your cooperation and are committed to providing a resolution (refund or replacement) within 24-48 hours.

Steps to follow to submit your refund request:

  • Step 1: Take clear photographic or video evidence of the issue (e.g., photo of the torn bag, incorrect label, or expiry date) including the label and the specific issue.
  • Step 2: Email your request to support@misstrang.com or contact us via WhatsApp at (+84) 708 539 909 with your Order number and contact information.
  • Step 3: Our support team will review your claim and provide a resolution (refund or replacement) within 24-48 hours.

5. Refund Processing Time

  • Refunds will be credited back to your original payment method (Credit Card, PayPal, etc) processed by the secure international payment provider PAYPAL.
  • The time it takes for the funds to appear in your account depends on your bank or card issuer (typically 5-10 business days).
  • For orders placed with a discount code, only the actual amount paid will be refunded.

6. Non-Refundable Situations

  • "Change of mind": Refund Requests based on personal taste preferences or subjective dissatisfaction.
  • Damage caused by improper storage after delivery (e.g., exposure to high humidity, heat, or direct sunlight).
  • Delivery failure due to an incorrect or incomplete address provided by the customer.

7. Customer Support

If you have any questions regarding your order, please contact us: