Refund and Returns Policy

At Kim Thuy Green Tea, customer satisfaction is very important to us.
We are committed to providing high-quality Thai Nguyen green tea and reliable customer service for international customers.

Please read our Refund and Returns Policy carefully before placing an order.

Returns

Due to the nature of food and tea products, we generally do not accept returns of opened or used items for hygiene and safety reasons.

However, customers may request a return or replacement if:

  • The product arrives damaged
  • The wrong item was received
  • The package is lost during shipping
  • The product has a serious quality issue

To be eligible for a return or replacement:

  • The request must be made within 7 days after delivery
  • Customers must provide:
    • Order number
    • Photos of the product and packaging
    • Description of the issue

Non-Returnable Items

The following items are not eligible for return:

  • Opened tea products
  • Used products
  • Products damaged by customer misuse
  • Orders with incorrect shipping information provided by the customer

Refunds

Once your request is reviewed and approved, refunds may be issued to the original payment method.

Refund processing times may vary depending on:

  • PayPal
  • Credit card provider
  • Bank processing times

Approved refunds are typically processed within 2–3 business days.

Replacements

In certain cases, we may offer:

  • Product replacement
  • Partial refund
  • Full refund

without requiring the product to be returned, depending on the situation.

Shipping Costs

  • Shipping fees are generally non-refundable.
  • Customers may be responsible for return shipping costs unless the issue was caused by our error.

Lost or Delayed Shipments

If your order is significantly delayed or lost during international shipping, please contact us for assistance.

We will work with the shipping carrier, including SingPost and logistics partners, to help resolve the issue.

Cancellation Policy

Orders may only be canceled before shipment processing begins.

Once an order has been shipped, cancellation requests may no longer be accepted.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Kim Thuy Green Tea
📧 support@kimthuygreentea.com
📞 +84 988 854 197

📍 Xom 6, Son Cam Commune,
Thai Nguyen City, Vietnam

🕒 Working Hours:
7:00 AM – 5:00 PM (GMT+7)

Thank you for choosing Kim Thuy Green Tea.
We truly appreciate your trust and support. 🍃