Legal

Refund & Returns

We're committed to delivering exceptional Vietnamese coffee. If something isn't right, we'll make it right — no runaround, no hassle.

Last updated · May 2026

The Saigon Ritual promise

Every bag of Saigon Ritual coffee ships with a roast date printed on the label. We stand behind the quality of our beans from the moment they leave our hands to the moment they reach yours. If your experience falls short of extraordinary, reach out — we genuinely want to fix it.

Returns

Return window: 30 days from your delivery date.

Eligible for return

  • Unopened bags in original packaging
  • Damaged or defective products (including broken phin filters or accessories)
  • Wrong items shipped
  • Orders that arrived after the estimated delivery window by more than 7 business days

Not eligible for return

  • Opened coffee bags — see “Not happy with the taste?” below for how we handle this
  • Brewing equipment that has been used (filters, cups, accessories)
  • Gift cards or digital products
  • Items purchased through wholesale or bulk orders (see Wholesale terms below)

How to start a return

  1. Email us at hello@saigonritual.com with your order number, a photo of the item (if damaged), and a brief description of the issue.
  2. We’ll respond within 48 hours with return instructions or an immediate resolution.
  3. Once we receive your return, we’ll process your refund within 5–7 business days.

Refund method: All refunds are issued to your original payment method. Original shipping costs are non-refundable unless the return is due to our error (wrong item, damaged in transit, etc.).

Not happy with the taste?

Vietnamese coffee has a bold, distinctive flavor profile — earthy, chocolatey, full-bodied — and traditional phin brewing creates a concentrated brew that’s meant to be enjoyed with sweetened condensed milk. It’s different from what most people are used to, and we love helping new drinkers find their perfect cup.

If your coffee isn’t hitting right, email us at hello@saigonritual.comand we’ll:

  • Send brewing tips tailored to your setup and taste preferences
  • Suggest different preparation methods (iced, with milk, blended, cold brew)
  • Offer a one-time replacement with a different roast profile at no cost

Still not satisfied after that?We’ll offer you the choice of full store credit or a refund — even on opened bags. We’d rather lose a bag of coffee than lose your trust.

This open-bag guarantee applies once per customer. After your first taste guarantee claim, subsequent claims on opened bags are eligible for store credit only.

Damaged or defective items

Coffee arrived crushed? Filter broken in transit? Bag torn open? We’ll send a replacement immediately at no cost — no need to return the damaged item. Just email a photo and your order number to hello@saigonritual.com.

If the same item arrives damaged twice, we’ll investigate the shipping issue on our end and work with you on an alternative solution (different shipping method, upgraded packaging, or a full refund).

Exchanges

We don’t do direct exchanges, but we make the process painless:

  1. Email us at hello@saigonritual.com with what you’d like instead.
  2. We’ll ship your new item right away.
  3. Return the original item at your convenience — we’ll provide a prepaid return label.

Exchanges must be initiated within the 30-day return window. If the replacement item costs more, we’ll send you a payment link for the difference. If it costs less, we’ll refund the difference to your original payment method.

Subscriptions

Cancellation: You can cancel your subscription at any time through your account dashboard or by emailing hello@saigonritual.com. Cancellations take effect before your next billing cycle — we won’t charge you again after you cancel.

Skipping a shipment: Need a break? You can skip your next shipment without canceling. Just let us know at least 3 days before your next scheduled ship date.

Refunds on subscription orders:Subscription shipments follow the same 30-day return policy as one-time orders. If a subscription shipment arrives damaged or you’re unhappy with it, reach out and we’ll handle it the same way.

Already-shipped orders:If your subscription order has already shipped, we can’t cancel that specific shipment — but you’re welcome to return it under our standard return policy once it arrives.

Shipping delays

We ship via USPS. Once your order leaves our hands, delivery times are in USPS’s control. Here’s how we handle delays:

  • Minor delays (1–3 business days late): Unfortunately, these happen occasionally and are outside our control. Track your package using the tracking number we email you at shipment.
  • Significant delays (7+ business days past estimated delivery): Contact us. We’ll file a claim with USPS and either reship your order or issue a full refund — your choice.
  • Lost packages:If tracking shows no movement for 14+ days, we’ll reship your order at no cost or issue a full refund.

We are not responsible for delays caused by weather events, postal service disruptions, incorrect shipping addresses provided at checkout, or packages marked as delivered by USPS.

Wholesale & bulk orders

Orders placed through our wholesale program have separate terms:

  • No returns on wholesale orders unless the product arrives damaged or defective.
  • Damaged wholesale shipments:Email us within 7 days of delivery with photos. We’ll replace the damaged portion of your order.
  • Quality concerns on wholesale orders:Contact us within 14 days of delivery. We’ll work with you on a case-by-case basis.
  • Wholesale order cancellations: Orders can be cancelled within 24 hours of placement. After that, orders in production cannot be cancelled.

International orders

We currently ship within the United States only. We’re working on expanding internationally — sign up for our newsletter to be the first to know when we do.

If you’re outside the US and would like to place a special order, email us at hello@saigonritual.com and we’ll see what we can do. International orders, if arranged, are subject to additional shipping costs and are non-refundable due to the complexity of international returns.

Gift orders

Bought a gift and the recipient wants to return or exchange it? No problem:

  • The recipient can contact us directly at hello@saigonritual.com.
  • Refunds on gift orders are issued as store credit to the recipient (not back to the original purchaser’s payment method), unless the original purchaser requests otherwise.
  • Exchanges follow our standard exchange process.

Contact us

Email: hello@saigonritual.com
Response time: Within 48 hours (usually much faster)
Hours: Monday – Friday, 9am – 6pm PST

We’re a small team passionate about bringing authentic Vietnamese coffee to your daily ritual. Every email is read by a real person who genuinely cares about your experience.

Saigon Ritual reserves the right to update this policy at any time. Changes take effect immediately for new orders and do not apply retroactively to existing orders.