Website: mvgcoffee.com
Operator: MVG Coffee
Business: Coffee Trading, Distribution and Export
Last Updated: September 16, 2026
1. SCOPE OF APPLICATION
This Return & Refund Policy applies to customers purchasing MVG Coffee products, including distributors, agents, corporate customers, business partners, international customers, domestic orders, and coffee export orders.
For transactions governed by a separate contract, returns and product claims shall be handled according to the terms of that contract. If the contract contains provisions different from this policy, the contract shall prevail.
2. ELIGIBILITY FOR RETURNS OR EXCHANGES
MVG Coffee may consider an exchange, return, replacement, or other appropriate remedy in the following circumstances:
• The wrong product was delivered;
• The delivered quantity is less than the quantity confirmed in the order or contract;
• The product or packaging does not conform to the specifications agreed by both parties;
• The goods were damaged due to circumstances for which MVG Coffee is responsible;
• The product has a quality issue that differs from the agreed specifications or standards;
• Other cases mutually agreed by MVG Coffee and the customer.
3. NOTIFICATION PERIOD
Customers should notify MVG Coffee as soon as possible after discovering any issue with the products.
For incorrect quantities, incorrect products, or visible transportation damage, customers should notify MVG Coffee as soon as reasonably possible after receiving the goods.
For quality issues that cannot reasonably be identified at delivery, the handling period will be considered based on the nature of the product, storage conditions, date of discovery, delivery documents, contractual terms, and applicable law.
For export orders, complaint and return periods shall primarily follow the terms of the applicable international sales contract.
4. RETURN AND EXCHANGE PROCEDURE
Step 1: Contact MVG Coffee
Customers should contact MVG Coffee by email, telephone, or an official communication channel published on the website.
Step 2: Provide information
Customers should provide:
• Customer name/company name;
• Order number or contract number;
• Product name;
• Quantity;
• Date of receipt;
• Description of the issue;
• Photos or videos of the product;
• Delivery documents, if available.
Step 3: Inspection
MVG Coffee will review the information and investigate the cause. Where necessary, MVG Coffee may request product samples, photographs, videos, inspection documents, or other relevant evidence.
Step 4: Resolution
After verification, MVG Coffee will notify the customer of an appropriate solution, which may include product replacement, delivery of missing quantities, corrective action, refund, price adjustment, or another solution agreed by both parties.
5. ROASTED, GROUND AND CUSTOM-PACKAGED COFFEE
Because coffee is a product with specific characteristics relating to flavor, aroma, roast profile, and sensory quality, customers should store products according to MVG Coffee’s instructions.
For products that are:
• Roasted to order;
• Ground to order;
• Blended according to a specific formula;
• Custom packaged;
• Custom labeled;
• Produced according to customer-specific requirements;
returns and exchanges shall be handled according to the terms agreed before production.
MVG Coffee generally does not accept returns solely because a customer changes their personal preference or business requirements after a customized product has been produced or packaged, unless otherwise agreed or where the product has a defect attributable to MVG Coffee.
6. GREEN COFFEE BEANS
For green coffee beans, quality assessment shall be based on the specifications, technical standards, samples, or quality criteria agreed by both parties.
Depending on the transaction, the assessment may consider:
• Coffee variety;
• Origin;
• Crop year;
• Grade/specification;
• Moisture content;
• Defect rate;
• Bean size;
• Classification standard;
• Packaging specifications;
• Other quality parameters agreed in the contract.
For large-volume or export transactions, an inspection or certification result from an inspection organization mutually agreed by the parties may be used as a basis for resolution.
7. EXPORT ORDERS
For export orders, returns, claims, and product issues shall be handled primarily according to the international sales contract and agreed delivery terms.
When a problem occurs, customers may be required to provide:
• Contract number;
• Commercial Invoice;
• Packing List;
• Bill of Lading or Air Waybill, where applicable;
• Container and packaging photographs;
• Delivery or receiving records;
• Inspection or survey certificates, where applicable;
• Photographs or videos of the goods;
• Other relevant documents.
MVG Coffee may coordinate with the customer, logistics provider, insurer, inspection company, or other relevant parties to determine the cause and responsibility.
8. NON-RETURNABLE CASES
MVG Coffee may decline a return or exchange in the following cases:
• The customer ordered the wrong product or specification, while MVG Coffee delivered exactly what was confirmed;
• The customer changed their requirements after the order was confirmed;
• The product was custom-produced or custom-packaged and contains no defect attributable to MVG Coffee;
• The product was damaged due to improper storage or handling by the customer;
• The product was modified, mixed, repackaged, or otherwise altered by the customer;
• The product has been used in a manner that prevents reasonable determination of the cause of the issue;
• The customer does not provide sufficient information or documentation for verification;
• The claim is inconsistent with the terms agreed in the contract;
• Other cases permitted under the applicable agreement or law.
9. RETURN AND REPLACEMENT COSTS
9.1. Issues attributable to MVG Coffee
If the issue is determined to be attributable to MVG Coffee, MVG Coffee will coordinate the appropriate remedy and may bear reasonable costs associated with replacement or corrective action, subject to the applicable agreement.
9.2. Issues attributable to the customer
If the issue results from incorrect ordering, improper storage, incorrect information supplied by the customer, or another circumstance attributable to the customer, related costs may be borne by the customer.
9.3. International orders
For export orders, costs relating to return transportation, storage, inspection, survey, customs duties, taxes, and other expenses shall be handled according to the contract and each party’s agreed responsibilities.
10. REFUNDS
Where a refund is agreed or the customer is determined to be eligible for a refund, MVG Coffee will process the refund using an appropriate payment method.
The refund period may depend on:
• The original payment method;
• The bank or payment provider;
• Transaction processing time;
• Internal reconciliation procedures.
International refunds may take longer due to international banking and payment processing.
11. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
• Inspecting goods upon receipt;
• Checking quantities and packaging condition;
• Storing products according to instructions;
• Notifying MVG Coffee promptly when an issue is discovered;
• Providing photographs, videos, and documents when requested;
• Not disposing of, altering, or repackaging disputed goods before consulting MVG Coffee, except where necessary for safety;
• Cooperating with the inspection and resolution process.
12. MVG COFFEE’S RESPONSIBILITIES
MVG Coffee commits to:
• Supplying products according to confirmed orders;
• Conducting appropriate product checks before delivery;
• Receiving and reviewing return or complaint requests;
• Investigating the cause objectively;
• Communicating an appropriate resolution;
• Coordinating with customers and relevant parties when issues arise;
• Protecting customers’ legitimate rights in accordance with applicable agreements and law.
13. TRANSPORTATION-RELATED CLAIMS
For goods damaged during transportation, responsibility shall be determined based on the delivery terms, transfer of risk, contract, delivery documents, carrier responsibility, and applicable cargo insurance.
Customers should record the condition of the goods upon receipt and notify MVG Coffee as soon as possible.
14. DISPUTE RESOLUTION
MVG Coffee prioritizes resolving return and product-related issues through communication, reconciliation, and mutual negotiation.
If a dispute cannot be resolved through negotiation, it shall be handled in accordance with the applicable contract and governing law.
For export orders, the dispute resolution mechanism shall follow the relevant international sales contract.
15. CHANGES TO THIS RETURN & REFUND POLICY
MVG Coffee may update or amend this Return & Refund Policy to reflect changes in products, business procedures, quality policies, logistics operations, market conditions, or applicable laws.
The updated version will be published on mvgcoffee.com and shall take effect from the date of publication unless otherwise stated.
16. CONTACT INFORMATION
MVG COFFEE
Buon Ma Thuot Office: 05 Tran Huy Lieu Street, Buon Ma Thuot Ward, Dak Lak Province, Vietnam
Hanoi Office: 40 Athena Urban Area, Nguyen Xien Street, Dai Kim Ward, Hoang Mai District, Hanoi City
0862.786.889
info@mvgcoffee.com
Customers may contact MVG Coffee for return requests, product quality complaints, quantity discrepancies, specification issues, or other concerns relating to delivered products.
MVG COFFEE’S COMMITMENT
MVG Coffee is committed to maintaining a transparent, reasonable, and customer-oriented return and refund process, while continuously controlling product quality and cooperating promptly with customers to resolve issues arising during sales and delivery.
MVG Coffee – Vietnamese Coffee for Global Markets.