Payment, Delivery & Returns
1. Ordering and payment
Before confirming an order, ANDAO confirms the products, quantities, whole-bean or grinding request, collection or delivery method, and total cost.
Payment methods: domestic Vietnamese bank transfer, MoMo, cash on collection at Hà Quang 2, or cash on delivery (COD) through the carrier.
Payment details are provided when the order is confirmed. Delivery charges and any COD collection fee are disclosed for your agreement in advance.
If you have paid but have not received confirmation, or have overpaid or paid twice, contact us through your ordering channel with the transaction details so we can check. Please do not pay again before the check is completed.
2. Order preparation
ANDAO processes orders Monday to Saturday, excluding Sundays and public holidays.
Preparation normally takes approximately 1 working day from order confirmation. For prepaid orders, this period starts after ANDAO confirms receipt of payment.
Orders placed on non-working days are processed on the next working day. If more preparation time is needed, ANDAO will inform you and agree arrangements with you.
Preparation time does not include transit time.
3. Delivery and collection
ANDAO delivers within Nha Trang and throughout Vietnam.
Customers pay the carrier’s actual delivery charge for each order. Estimated delivery time is communicated according to the delivery address and service before the order is confirmed.
You may collect from Hà Quang 2 after ANDAO confirms your order is ready: STH21.29, Street 4B, Lê Hồng Phong 2 Urban Area (Hà Quang 2), Nam Nha Trang Ward (formerly Phước Hải), Nha Trang.
Collection hours: 08:00–16:00, Monday to Saturday, excluding public holidays, or by an appointment confirmed by ANDAO.
If an ANDAO-arranged shipment is delayed, lost or affected by a delivery issue, ANDAO coordinates with the carrier and updates you on the proposed resolution. If delivery cannot be completed as agreed, ANDAO will agree redelivery, an adjustment, or cancellation and the corresponding refund with you.
4. Checking your delivery
On receipt, please check the parcel’s condition, recipient details, and any signs of tearing, moisture or external damage.
Opening a parcel before paying COD depends on the delivery service confirmed for your order. ANDAO does not assume that every COD shipment allows inspection before payment.
If anything appears wrong, please photograph it, notify the delivery person and contact ANDAO. An unboxing video may help verification, but is not the only acceptable form of evidence and is not mandatory.
5. Incorrect, missing or damaged items
To assist verification, ANDAO recommends reporting incorrect or missing items, torn bags or damage within 48 hours of receipt.
This is a recommendation to report promptly, not an automatic reason to reject a complaint made later.
After verification, ANDAO agrees with you on supplying missing items, replacement, or a refund for the affected items. Where the issue concerns the product, packaging or delivery arranged by ANDAO, ANDAO covers the related collection and replacement delivery costs.
6. Whole-bean exchanges for a change of mind or ordering mistake
You may request an exchange within 7 days of receipt if the coffee remains whole-bean and originally sealed, has not been opened or used, is undamaged and has been stored as instructed.
You cover shipping in both directions and any agreed price difference. The replacement product and handling of any price difference are agreed before the exchange.
This is a voluntary exchange service for a change of mind or ordering mistake; it does not limit the handling of faulty goods.
7. Coffee ground to order
Before grinding, ANDAO confirms the coffee, weight and brewing method or grind size with you.
Coffee ground correctly to your confirmed request is not eligible for change-of-mind returns or exchanges, including ordering mistakes or personal taste preferences.
This condition does not exclude the handling of incorrect products, grinding that differs from your confirmed request, damage, quality defects, or your other statutory rights.
8. Quality concerns
If you suspect a quality or safety issue, stop using the coffee, retain the remaining product and packaging, and contact ANDAO as soon as you discover the issue.
ANDAO reviews the order details, description, photographs and label information. Opening the bag does not automatically prevent a quality concern from being considered.
If the coffee does not suit your preferences but shows no signs of a defect, ANDAO can offer brewing advice. A personal taste preference alone does not establish a product defect.
9. Changes and cancellations
Please contact us promptly if you wish to change or cancel an order.
You may request cancellation without charge for whole-bean coffee not yet handed to the carrier, or a grinding order before grinding has begun.
If the coffee has already been ground or the order handed to the carrier, ANDAO checks its status and discusses the available options with you. Any proposed charge must have a basis, be explained and agreed; ANDAO does not automatically impose a fixed penalty or retain the entire payment solely because you request cancellation.
Cancellations resulting from ANDAO’s fault or the exercise of statutory rights are handled accordingly, rather than as ordinary change-of-mind requests.
10. Requests and refunds
Contact us through the channel used to place your order or the channels listed on ANDAO’s Contact page.
Please provide your name or information identifying the order, describe your request, and share the evidence available. ANDAO will explain any further information needed for the particular case.
Once a refund is approved, processing takes 3–5 working days from confirmation of the resolution and receipt of returned goods if collection is necessary. If no return is needed, the period starts when the refund resolution is confirmed.
ANDAO provides return instructions and the return address in advance; please do not send goods back before arrangements are agreed. Requests for further information or collection must not be used to extend processing beyond applicable statutory deadlines.
Refunds use the original payment method where possible. Another method is used only with your agreement. For COD or cash payments, both parties agree on a bank transfer, MoMo or another suitable method.
The refund includes the approved value of the goods and related delivery costs for which ANDAO is responsible. If the entire order is unusable because of a fault for which ANDAO is responsible, ANDAO refunds the entire amount you paid for that order.
ANDAO notifies you when the refund is made and helps trace it if you have not received it.
11. Time periods and customer rights
For ANDAO’s processing schedule, working days are Monday to Saturday, excluding Sundays and public holidays.
The 48-hour and 7-day periods run continuously from receipt, including non-working days. You may submit a request on a non-working day; its submission time is recorded for the deadline, even if ANDAO processes it on the next working day.
This exchange policy does not restrict rights to complain, seek remedies for faulty goods, claim compensation, or exercise other statutory rights. Where mandatory law differs from this policy, ANDAO follows that law.