Return Policy

The Yên Farm values the trust of its customers and strives to ensure that every customer enjoys the best experience with The Yên Farm’s products and services.

To be eligible for a return or exchange request, customers must ensure that:

– The product was carefully inspected at the time of receipt;

– The order was purchased through The Yên Farm’s official sales channels (official website, verified e-commerce stores — identifiable by order number, invoice, or order history);

– The return/exchange request is submitted within 14 (fourteen) days from the actual receipt date.

Products may be returned or exchanged under the following circumstances:

– The product has packaging defects (e.g., faded printing, external box information differing from the website description, previously opened packaging, torn or insect-damaged inner coffee bag, or box deformation/damage caused by shipping).

– The received product differs from the one ordered (different type, model, or version).

The Yên Farm still accepts refusal-to-receive requests in cases not eligible for returns/exchanges. However, customers must cover the shipping cost to return the goods to the warehouse. For prepaid orders with refund requests after refusal, the returned product must remain intact, sealed, and unused. The Yên Farm will inspect the product before processing any refund. In cases where customers refuse delivery more than twice for non-returnable orders, The Yên Farm reserves the right to decline service and/or reject future orders.

Customers must verify and ensure the delivery address is accurate before the order is handed over to the courier.

For domestic orders: customers must contact The Yên Farm to update their address (if necessary) before the shipment is handed over to the delivery personnel.

For international orders: customers must confirm the accuracy of the shipping address before the order is handed over to the international courier.

In both cases above, if the delivery address is incorrect due to customer error and no timely correction is made, The Yên Farm will not be responsible for supporting returns, exchanges, or refunds in case of misdelivery, return, or loss.

If the order has not been delivered within the time limit specified in The Yên Farm’s Shipping and Delivery Policy, customers should contact The Yên Farm as soon as possible for prompt assistance.

The Yên Farm will initiate the refund process within 01 to 02 business days after the product has been returned to The Yên Farm’s warehouse. Refunds will be issued to the same payment method used for the original purchase. However, customers may receive the actual refund within 03 to 05 business days after completion of the process.

Cases Not Eligible for Return or Exchange

The Yên Farm reserves the right to decline support for returns or exchanges in the following cases:

– Requests submitted after 14 days from the date of actual receipt;

– Products that have been unsealed, used, or are no longer in their original condition due to customer handling (e.g., torn packaging, deformation, missing labels during storage, reverse shipping, or misuse);

– Products damaged due to improper storage or use not in accordance with instructions;

– Returns due to a change of mind (e.g., no longer needing the item, selecting the wrong product, taste preference, etc.);

– Products not purchased from The Yên Farm’s official sales channels or unverifiable orders (e.g., via intermediaries, personal accounts, etc.);

– Failure to provide an order number, proof of transaction, or images showing the product’s condition at receipt.

*** Additional Note: If the product shows signs of damage, torn packaging, or faded labeling at the time of receipt, please contact The Yên Farm as soon as possible for assistance under the return/exchange policy applicable to manufacturing or shipping defects.

*** In all cases, The Yên Farm aspires to provide the best experience for every customer. Therefore, The Yên Farm reserves the right to adjust the terms of this Policy without prior notice or customer approval. However, The Yên Farm guarantees that any such adjustments will always aim to enhance the customer experience positively.