Return Policy

Return Policy

Returns or exchanges for physical product orders are only available if the fault lies with the manufacturer (e.g., delivery failure, product damage, missing or incorrect items) and must comply with the following conditions:

 

a. Order Delays

  • If an order shows no tracking information, remains in progress or in transit, or expires after:

    • 60 days from shipping date (global)

    • 45 days (US orders)

    • 110 days (Brazil orders)
      Zendrop, at its discretion, will either reship the product or issue a refund.

b. Delivered Orders

  • Returns/exchanges will not be processed if tracking indicates the order was delivered.

  • If a package was not received, a certification of non-delivery from the carrier/postal authority is required.

c. Damaged Products

  • A full refund or replacement will be issued if items arrive damaged.

  • Must be reported within 30 days of delivery with valid photo or video proof of the product submitted to the manufacturer, contact details can be found in the contact tab.

    Proof should include a short video or image demonstrating the defect (e.g., product malfunction) along with clear evidence of impact on the item's functionality.

    • Please note that if the packaging is damaged but the product itself is intact and functions correctly, we cannot process a refund. Refunds are only issued when the product itself arrives damaged or defective, not for damaged packaging.

d. Incorrect or Missing Products

  • A full refund or replacement will be issued for incorrect or missing items.

  • Requires photo or video proof within the applicable timeframe.

    • Proof must include clear images of the item received, the original packaging, and the shipping label, along with an indication of the specific issue (e.g., incorrect SKU, size, or color).

e. Order Cancellation

  • A full refund is available if an order is canceled before processing or shipment.

f. Refund Eligibility Window

  • Refunds/exchanges are only possible if payment was made within 90 days prior to the refund request.

  • Any order older than 90 days is automatically ineligible, regardless of the reason.

Detailed Return Process Scenarios

Defective Items

If you receive a defective product, follow these steps:

  1. Capture images and/or videos clearly displaying the defect (e.g., product malfunction).

  2. Submit proof via Coffe'n Go support portal.

  3. Upon verification of the defect, Coffe'n Go will offer.

    • A refund to the original payment method.

    • A replacement product, if applicable.

  4. Returns are generally not required; customers may keep the defective items.

Wrong Items Delivered or Redelivered

If you receive an incorrect item or an incorrect redelivery, here are the steps:

  1. Provide an image of the item received and its original packaging.

  2. Indicate which part of the order was incorrect (e.g., SKU, color, or size).

  3. Submit this information via Coffe'n Go's designated channels.

  4. If confirmed, Coffe'n Go processes refunds within 5–10 business days to the original payment method.

Important Notes

  • Refunds or replacements will only be issued if Coffe'n Go is responsible for the issue.

  • All required proof (photos, videos, certificates) must be supplied to validate claims.

  • All the above exceptions, timeframes, and eligibility requirements must be met for a refund or exchange to be claimed.

  • Refund requests, once approved, are typically processed within 5–10 business days.