Return policy

Table of contents

RETURN & REFUND POLICY

1. Return Conditions

Immediate return upon delivery:
If the package shows signs of damage, deformation, tampering, or incorrect recipient information, customers are advised to refuse the delivery at the time of receipt.
After receiving and completing payment:
Customers may request a return if, upon opening the package, any of the following issues are found:
Products are damaged or broken during transportation;
Incorrect items delivered compared to the order;
Missing items, portions, or included gifts;
Products show defects from the kitchen/production side.

As our products are freshly prepared food, Lufina La Kitchen does NOT accept returns in the following cases:

Change of personal preference;
Products have been used or altered after delivery;
Complaints without valid supporting evidence.

2. Refund Methods

For orders returned due to complete order issues: refunds will be processed via bank transfer.
For orders returned due to partial issues: we offer product replacement (if available) or partial refund via bank transfer.

3. Return Process

Customers must notify us within 2–3 hours (excluding weekends and public holidays) from the time of receiving the order. Requests made after this period may be declined.

Steps to request a return:

3.1 Visit lufina.com or contact our hotline to receive instructions from Customer Service and complete the “Return Request Form”.
Within 72 hours, our team will review and confirm whether the request is valid.

3.2 If approved, within the next 48 hours, customers must follow the return instructions provided on the website.

3.3 Return address:

LUFINA CAFE ONE MEMBER COMPANY LIMITED
Address: 90 Hung Vuong Street, An Dong Ward, Ho Chi Minh City, Vietnam
Phone: 088 907 20 25
Content: Return Order No. XXXXX

3.4 If within 2–3 hours after return confirmation we have not received the returned goods, the request may be canceled and considered withdrawn.

3.5 Upon receiving the returned order, Lufina will inspect the items to ensure they meet the return conditions (Section 4). Customers will be notified within 7 days.

3.5.1 Valid returns: Refunds will be processed within 5–15 working days via bank transfer.
If the customer does not have a bank account, the refund will be converted into membership points of equivalent value.
3.5.2 Invalid returns: Lufina will contact the customer to propose alternative solutions.

4. Valid Return Conditions

Return approval is determined case-by-case. Please ensure all information provided is accurate to expedite processing.

4.1 Return Requirements

Products must match the description in the Return Request Form and remain in original condition;
The full order must be returned, including all items, accessories, and gifts;
Each order is eligible for only one return request.

4.2 Invalid Returns

Returns will be considered invalid if:

Missing or incorrect information in the Return Request Form;
More than 10 days have passed since return approval without receiving the returned items;
Returned items are incomplete (missing products, gifts, etc.);
Products do not meet the conditions stated in Section 4.1 after inspection.

5. Refund Processing

If the returned products meet all conditions (Section 4), refunds will be processed within 5–15 working days (excluding weekends and public holidays), via:

Bank transfer; or
Membership points credited to the customer’s account.

If the return does not meet the required conditions, refunds will not be issued. For further assistance, please contact our Customer Service team.

RESPONSIBILITIES OF BOTH PARTIES

1. Seller’s Responsibilities

Provide goods that match the agreed quality and quantity;
Deliver orders on time and as committed;
Provide necessary documentation (invoice, delivery documents, etc.);
Ensure products do not infringe on third-party rights (e.g., intellectual property);
Handle defects, warranty, returns, or exchanges when applicable.

2. Customer’s Responsibilities

Complete payment in full and on time;
Receive goods as agreed and inspect upon delivery;
Notify the seller promptly of any issues with the order;
Provide accurate information (delivery address, contact details, payment method) to facilitate the transaction.