Order inspection policy

LOPHA Coffee is committed to providing customers with a transparent, convenient shopping experience while ensuring maximum protection of customers’ rights and interests. To support customers in inspecting their orders upon delivery, we apply the following Order Inspection Policy:

1. Scope of Application

This policy applies to all orders placed through the website shop.lophacoffee.com and LOPHA Coffee’s official sales channels.

2. Delivery Receipt and Order Inspection Process

Step 1: Check Order Information

Upon receiving the order, customers are kindly requested to check the information on the shipping label attached to the outside of the package, including:

• Recipient’s full name
• Recipient’s phone number
• Delivery address
• Order code

Please ensure that the package is delivered with the correct information before confirming receipt or making payment.

Step 2: Inspect the Package

In the presence of the delivery staff, customers are kindly requested to check:

• The external condition of the package
• The sealing label
• The quantity of products
• The product type according to the order

To protect their rights and interests, LOPHA Coffee encourages customers to record a video throughout the process of opening the package and inspecting the products.

Step 3: Confirm Receipt

After checking and confirming that:

• The correct products have been delivered
• The quantity is correct
• The packaging is intact
• There are no signs of damage caused during transportation

Customers may sign for receipt and make payment for orders using the Cash on Delivery (COD) payment method.

Customers are kindly requested to keep invoices, shipping labels, or relevant documents for verification and after-sales support when necessary.

3. Cases Where Customers May Refuse Delivery

Customers have the right to refuse delivery if any of the following cases are detected:

• The delivered product does not match the order
• The product quantity is insufficient or exceeds the order quantity
• The product packaging is torn, dented, or shows signs of serious damage
• The product has been affected during transportation
• The package shows signs of having been opened or tampered with before delivery to the customer

In the above cases, customers are kindly requested to refuse delivery and contact LOPHA Coffee immediately for prompt support and resolution.

4. Notes on Order Inspection

Due to the nature of packaged food products, customers are allowed to check:

• Product name
• Weight and packaging specifications stated on the packaging
• Product quantity
• Packaging condition and sealing label

Customers are not allowed to open the product packaging for trial use or to inspect the internal product quality before completing the receipt process.

5. Complaints Related to Orders

If customers detect any issues such as:

• Missing products
• Incorrect products
• Damage caused during transportation
• Products not matching the order

Customers are kindly requested to notify LOPHA Coffee within 24 hours from the time of receipt and provide:

• Order code
• Images or videos showing the product condition
• A description of the issue encountered

After receiving the information, LOPHA Coffee will proceed with verification and respond as soon as possible to ensure the customer’s rights and interests.

6. Cases Not Eligible for Exchange, Return, or Refund

LOPHA Coffee reserves the right to refuse exchange, return, or refund requests in the following cases:

• The product has been used or is no longer in its original condition
• The product packaging is torn, the sealing label is missing, or the product is damaged due to improper storage by the customer
• The product has not been stored according to the manufacturer’s instructions
• The customer is unable to provide an invoice, shipping label, or valid order verification information
• The complaint or exchange/return request is submitted after the timeframe specified by LOPHA Coffee
• The product is damaged due to causes arising after the customer has successfully received the order

7. Contact Information

For any questions or support requests related to delivery receipt, order inspection, or order complaints, please contact:

LOPHA Coffee

Website: shop.lophacoffee.com

Hotline: 1900 63 65 29

Email: quephan@longphanvn.com

Address: 207C Nguyen Xi Street, Binh Thanh Ward, Ho Chi Minh City, Vietnam

LOPHA Coffee sincerely thanks customers for trusting and choosing our products.