Refund & Warranty Policy

This policy details the procedures for co-inspection of goods upon delivery, product returns, quality warranty for agricultural products, and the recall process for defective products in accordance with Articles 31 to 35 of the Consumer Protection Law No. 19/2023/QH15 and Decree 55/2024/NĐ-CP.

1. Co-Inspection Policy Upon Delivery (Co-Check)

Lien Viet Green encourages and fully supports all customers in performing co-inspection together with the delivery personnel at the time of goods handover:

• Inspect the external integrity of packaging, security seals, carton strapping bands, and GrainPro bags.
• Verify the number of packages, type of coffee beans, and weight as recorded on the delivery note and bill of lading.
• If any package is found torn, moldy, wet, or with quantity discrepancies, the customer shall prepare a Co-Inspection Report confirmed together with the delivery personnel and immediately contact Hotline: 0846 008 002 for expedited replacement delivery.

2. Conditions & Timeframe for Product Return Requests

Customers are entitled to a full product replacement or 100% refund in the following cases:

• The delivered product does not match the agreed bean type, screen size, roast profile, or blending ratio as specified in the contract/order.
• The coffee beans have sensory defects exceeding the committed threshold: mold, off-flavors, physical contaminants, or breakage rate exceeding the permitted standard.
• The one-way valve packaging has a heat-seal breach from the packaging stage, causing product quality and original aroma degradation.
• Return notification deadline: Within 07 business days from the date of signing the goods handover receipt.

3. Warranty Acceptance Documentation & Replacement / Refund Process for Recurring Defects

• Warranty acceptance documentation: When a return or quality re-inspection request arises, Lien Viet Green provides the customer with a Processing Acceptance Form (or electronic document via email) clearly stating the cause, lot number (Lot No.), and the remediation timeline (this period does not count toward the original product shelf life).
• Warranty period recalculation rule: When a product is replaced with a new similar lot, the shelf life and quality warranty period are recalculated from the date of handover of the new product lot.
• Refund process for recurring defects: In cases where a coffee product line has undergone replacement or technical quality adjustment 3 or more times during the transaction period and the flavor defect or committed standard still cannot be resolved, Lien Viet Green will immediately recall all remaining quantity and refund 100% to the consumer within 05 business days.
• Return shipping costs: Lien Viet Green bears 100% of round-trip shipping costs for all product returns and warranty cases due to technical or manufacturing defects.

4. Defective Product Recall Process (Articles 32 & 33, Consumer Protection Law 2023)

To ensure absolute safety for consumer health, Lien Viet Green establishes a defective product recall process in strict compliance with legal regulations:

• Category A Defects (Potentially causing harm to life or health of consumers — e.g., poisoning, microbial contamination, heavy metals):
  • Immediately cease all warehouse dispatch and product distribution in the market.
  • Post a public recall notice at the headquarters (House 107, Row K6B, Lane 48 Ta Quang Buu Street, Bach Mai Ward, Hai Ba Trung District, Hanoi, Vietnam), the roasting facility (No. 33/5, Hoang Minh Dao Road, Bo De Ward, Long Bien District, Hanoi, Vietnam), and on the website lienvietgreen.com until the recall is completed.
  • Publish a public notice about the defective product and recall plan for at least 05 consecutive issues or 05 consecutive days on radio, television, or online newspapers as stipulated in Article 33 of the Consumer Protection Law 2023.
  • Submit a written report to the Food Safety Authority / Department of Health / Competition and Consumer Protection Authority before and after completing the recall; bear all disposal costs in accordance with technical standards.
• Category B Defects (Potentially causing damage to customer property — e.g., gas valve failure causing bag deflation, technical label errors):
  • Cease circulation, notify partners, and recall the entire product lot from the market.
  • Publicly disclose information at the headquarters, roasting facility, and official company website.
• Mandatory recall notice content: Clearly describe the product lot code, identification images, reason for recall, risk warnings, time, location, recall collection method, and corresponding compensation/refund method for customers.
• Compensation liability: Full compensation for actual damages in accordance with civil law, including in cases where the enterprise bears no subjective fault in the occurrence of the defect.