Policies

Returns & refunds

9. Exchange, Return and Refund Policy

PIXTA VIETNAM accepts exchange, return and refund requests for Products falling within the circumstances described in this Section.

Depending on the cause and condition of the Product, Customers may receive an exchange, delivery of missing Products, a partial or full refund, or another appropriate remedy.

The notification periods stated in this Section are timeframes applicable to Quiet Altitude’s commercial return policy and shall not be interpreted as excluding or restricting Customers’ rights under applicable law.

9.1. Incorrect, Missing, Damaged or Non-Conforming Products

Following verification, depending on the circumstances, the Customer may choose or PIXTA VIETNAM may propose:

a) delivery of the missing Product or quantity;

b) replacement with the correct Product;

c) replacement with a new Product of the same type or another Product accepted by the Customer;

d) a refund corresponding to the affected Product; or

e) a full Order refund where the nature of the non-conformity makes the purpose of the purchase unattainable or where required by law.

PIXTA VIETNAM bears reasonable costs necessary for collection, replacement or redelivery where the cause is attributable to PIXTA VIETNAM or a party for whose acts PIXTA VIETNAM is legally responsible.

Where the Product condition can be adequately verified using photographs, video, logistics information or other documents, PIXTA VIETNAM may waive the requirement for Product return.

9.2. Change-of-Mind Returns

In addition to the circumstances under Section 9.1, PIXTA VIETNAM accepts returns due to a change of mind where all of the following conditions are satisfied:

a) the request is submitted within two (02) days from receipt of the Product;

b) the Product bag is unopened and the seal remains intact;

c) the Product is unused and remains in a condition suitable for resale;

d) packaging, labels and accompanying components remain complete, except for reasonable wear resulting from external inspection; and

e) the Product was not clearly identified as excluded from change-of-mind returns before the Customer placed the Order.

The Customer bears return shipping costs for change-of-mind returns.

The original shipping fee is non-refundable unless otherwise provided by PIXTA VIETNAM or required by law.

9.3. Circumstances Excluded from Change-of-Mind Returns

The policy in Section 9.2 does not apply to:

a) opened or unsealed coffee bags;

b) used Products;

c) Products damaged because of improper storage, transport or use by the Customer after delivery;

d) returns requested solely because the Customer dislikes the taste, aroma, roast level or sensory characteristics of a Product after opening the bag; or

e) other exclusions clearly disclosed before ordering and consistent with applicable law.

This Section does not apply to exclude responsibility for defective Products, Products that fail to satisfy quality or safety requirements, or Products inconsistent with information provided by PIXTA VIETNAM.

9.4. Exchange, Return and Refund Procedure

Customers submit requests in accordance with Section 14 and provide information reasonably required by PIXTA VIETNAM for verification, which may include:

a) Order number;

b) Customer contact information;

c) affected Product and quantity;

d) description of the condition and reason for the exchange, return or refund request; and

e) photographs, video, receipts, delivery information or other relevant documentation, where available.

PIXTA VIETNAM may request additional reasonable information necessary to verify the request.

The absence of photographs or video does not automatically deprive the Customer of the right to request an exchange, return or lodge a complaint where the request can be supported by other documents or evidence.

After receiving sufficient information, PIXTA VIETNAM will notify the Customer of the outcome and provide return instructions where necessary.

Customers should not send Products back before receiving the return address and applicable instructions from PIXTA VIETNAM unless otherwise instructed.

9.5. Exchange and Return Costs

PIXTA VIETNAM does not charge exchange or return fees other than charges disclosed or reasonably supported under these Terms and Conditions of Sale.

9.6. Refund Amount

For an accepted Product return, the refund is based on the amount actually paid by the Customer for the relevant Product, after allocation of discounts and promotions applied to the Order.

Where an Order contains multiple Products, Combo Discounts and vouchers are allocated to each Product proportionately based on the Product’s value relative to the total Product value used to calculate the relevant promotion, unless the specific promotional mechanism provides otherwise.

A partial return does not result in separate recovery of discounts or previously waived shipping fees in respect of Products retained by the Customer unless:

a) the Customer engaged in fraud or promotional abuse; or

b) applicable law or the conditions of a promotional programme disclosed before ordering provide otherwise.

Where an exchange or return arises from a cause attributable to PIXTA VIETNAM, shipping fees actually paid by the Customer for the affected portion of the Order will be refunded to a reasonable extent.

9.7. Refunds

Refund methods, timeframes and notifications are governed by Section 7.5.

For change-of-mind returns under Section 9.2, the refund processing period begins when:

a) PIXTA VIETNAM has received the returned Product; and

b) PIXTA VIETNAM has completed a reasonable inspection confirming that the Product satisfies the return conditions.

The inspection process shall not be used to unreasonably delay the Customer’s refund.

9.8. Customers’ Statutory Rights

Section 9 constitutes PIXTA VIETNAM’s published exchange, return and refund policy for Website transactions.

Nothing in this Section shall be interpreted as excluding, restricting or replacing rights available to Customers under consumer protection, product quality, food safety or other applicable laws.

14. Order Cancellation, Exchange, Return and Refund Procedure

Customers may submit requests to cancel an Order, exchange a Product, return a Product or obtain a refund through the channels specified in Section 10.1.

PIXTA VIETNAM acknowledges and handles requests in accordance with this Section and Sections 9 and 10.

14.1. Information to Be Provided

To allow PIXTA VIETNAM to verify and process the request, Customers should provide, as applicable:

a) Order number;

b) type of request: cancellation, exchange, return or refund;

c) relevant Product and quantity;

d) description of the issue or reason for the request;

e) the remedy requested by the Customer; and

f) photographs, video, receipts, delivery information or other relevant documents, where available.

The absence of photographs or video does not automatically deprive the Customer of the right to make a request where the matter can be verified through other evidence.

Customers generally do not need to provide their refund bank account details again because PIXTA VIETNAM prioritises refunds to the account originally used to pay for the Order under Section 7.5.1.

Where a refund to the original account is objectively impossible, PIXTA VIETNAM may request alternative account information and carry out the verification required under Section 7.5.1.

14.2. Order Cancellation

Order cancellation is handled based on Order status as follows:

PIXTA VIETNAM will endeavour to handle cancellation requests before the Order reaches an irreversible stage.

Submission of a cancellation request does not automatically mean that the Order has been cancelled. PIXTA VIETNAM will notify the Customer of the result by email or another appropriate communication method.

14.3. Product Exchange or Return

The standard exchange or return procedure consists of:

Step 1 – Submit Request

The Customer submits a request through one of the channels in Section 10.1 and provides the information required under Section 14.1.

The request must be submitted within the applicable timeframe under Section 9, where relevant.

Step 2 – Receipt and Verification

PIXTA VIETNAM acknowledges the request and checks relevant information, which may include:

• Order details;
  • Product condition;
  • Product lot or roast-date information;
  • delivery information;
  • photographs, video or documents supplied by the Customer; and
  • information from the logistics provider or another relevant party.

Processing periods are governed by Section 10.4.

Step 3 – Notification of Proposed Resolution

Following verification, PIXTA VIETNAM notifies the Customer of an appropriate solution, which may include:

a) delivery of a missing Product;

b) Product exchange;

c) Product return and refund;

d) refund without requiring Product return where return is unnecessary;

e) rejection of the request with reasons; or

f) another solution agreed by the parties.

Step 4 – Return or Collection of Product, Where Necessary

Where PIXTA VIETNAM is responsible for the Product under Section 9.1, PIXTA VIETNAM will provide return or collection instructions and bear the costs under Section 9.5.

Where the Customer returns the Product because of a change of mind under Section 9.2, the Customer shall return the Product in accordance with PIXTA VIETNAM’s instructions and bear the applicable return shipping costs.

Customers should not send Products to PIXTA VIETNAM’s address unless the return address has first been provided or confirmed by PIXTA VIETNAM.

Step 5 – Inspection of Returned Product

Where the Product must be returned, PIXTA VIETNAM will inspect it within a reasonable period after receipt to determine:

a) the Product condition;

b) whether the return conditions are satisfied; and

c) the appropriate next step.

For change-of-mind returns, a refund will only be processed after PIXTA VIETNAM completes the inspection under Section 9.7.

Step 6 – Implementation

Depending on the outcome:

• exchanged or supplementary Products will be shipped under Section 8;
  • refunds will be processed under Section 7.5; or
  • another agreed remedy will be implemented.

14.4. Refunds

Refund circumstances, methods, timeframes, costs and notifications are governed by Section 7.5.

For returned Products, the refund amount is determined under Section 9.6.

For change-of-mind returns under Section 9.2, the refund processing start date is determined under Section 9.7.

After initiating the refund, PIXTA VIETNAM sends the Customer a notification in accordance with Section 7.5.4.

14.5. Tracking and Further Review

PIXTA VIETNAM may provide a case number or reference information allowing the Customer to track progress.

If the Customer disagrees with the outcome, the Customer may:

a) provide additional information or documents and request further review by PIXTA VIETNAM;

b) request negotiation under Section 10.5; or

c) use the dispute-resolution mechanisms under Section 10.6.

Closure of a request in PIXTA VIETNAM’s internal system does not affect any rights available to the Customer under applicable law.