Our Freshness Guarantee
We’re committed to delivering exceptional coffee to your door. If you’re not completely satisfied with your order, we’ll make it right.
Return Window: 30 days from delivery date
Eligible for Return:
- Unopened bags in original packaging
- Damaged or defective products (including broken phin filters)
- Wrong items shipped
Not Eligible for Return:
- Opened coffee bags (due to freshness/health regulations)
- Equipment used for brewing (filters, cups, accessories)
How to Initiate a Return
- Email us at hello@saigonritual.com with:
- Your order number
- Photo of the item (if damaged)
- Brief description of the issue
- We’ll respond within 24 hours with return instructions or a resolution
- Once we receive your return, we’ll process your refund within 5-7 business days
Refund Method
Refunds issued to original payment method. Shipping costs are non-refundable unless we made an error.
Quality Concerns
Not Happy with the Taste?
If you don’t love your coffee, let’s troubleshoot first! Vietnamese coffee has a unique flavor profile—bold, earthy, chocolatey—and traditional phin brewing creates a concentrated brew meant for sweetened condensed milk.
Email us at hello@saigonritual.com and we’ll:
- Send brewing tips tailored to your setup
- Suggest different preparation methods
- Offer a replacement with a different roast profile
If you still aren’t satisfied, we’ll offer store credit or a full refund—even on opened bags. We want you to love this ritual as much as we do.
Damaged or Defective Items
Coffee arrived damaged? Filter broken in transit? We’ll send a replacement immediately at no cost. Just email a photo to hello@saigonritual.com with your order number.
Exchange Policy
We don’t offer direct exchanges, but we make it easy:
- Email us with what you’d like instead
- We’ll send it out right away
- Return the original item at your convenience (return label provided)
Contact Customer Service
Email: hello@saigonritual.com
Response time: Within 24 hours (usually much faster)
Hours: Monday-Friday, 9am-6pm PST
We’re a small team, but we’re passionate about making your experience great. Every email is read by a real person who genuinely cares about Vietnamese coffee and your satisfaction.