Official Policy

Return & Refund Policy

Guidelines and guarantee of customer rights at MONCHA

Last updated: March 2026

At MONCHA, your satisfaction and tea-tasting experience are our top priorities. We are committed to ensuring every package of tea and accessory delivered meets the highest quality standards.

1. Return Conditions

1.1 Immediate Return Upon Delivery: If you notice that the shipping parcel is damaged, torn, unsealed, or has incorrect recipient details, please refuse receipt directly with the courier.

1.2 Return After Receipt and Payment: After unboxing, you are entitled to request an exchange or refund if the product meets any of the following conditions:

- The packaging is torn, broken, or compromised during transit.

- The items delivered are incorrect in type, weight, or specification compared to your order.

- The order is missing accessories or promotional gifts included in your purchase.

1.3 Food & Tea Product Notice: Due to strict food safety and hygiene regulations for premium Japanese tea, we regret that we cannot accept returns for opened seals, used items, or damage caused by improper storage after delivery (except manufacturing defects).

2. Refund Methods

- Full Order Defect or Inability to Reship: MONCHA will recall the items and provide a 100% refund via direct bank transfer.

- Partial Defect or Missing Items: We prioritize sending replacement or missing items promptly. If out of stock, we will refund the exact value of the affected portion.

3. Return & Refund Procedure

Please notify us within 24 hours of receiving the parcel (excluding weekends and official public holidays). MONCHA reserves the right to decline claims raised after this timeframe.

Step-by-step return process:

3.1 Contact our Customer Care hotline or email with your Order ID and unboxing photo/video evidence. Our team will verify and respond within 24 - 48 business hours.

3.2 Upon approval, please pack all products along with gifts/accessories and send them to:

• Recipient: VIETNAM FNB SERVICES JOINT STOCK COMPANY

• Address: 96 Street No. 6, Binh Trung Ward, Thu Duc City, Ho Chi Minh City, Vietnam

• Phone: (+84)968 099 119

• Package Note: Return Order #[Order ID] - MONCHA

3.3 If MONCHA does not receive the returned goods within 10 days of request confirmation, the return ticket will automatically be closed.

3.4 Refund Timeline: Following inspection and confirmation of eligibility, the refund will be transferred to your bank account within 5 - 15 business days.

4. Return Standards & Validity

4.1 Valid Return Criteria:

- The product matches the condition and issues documented in your initial request.

- Products remain unconsumed, intact in internal vacuum packaging with original labels (for incorrect item deliveries).

- Returned package includes all components, accessories, and gifts.

4.2 Invalid Return Criteria:

- Exceeding 10 days post-approval without shipping the return parcel.

- Missing products or promotional gifts compared to initial declaration.

- Products opened, partially consumed, or damaged due to improper customer storage (high humidity, heat, direct sunlight exposure).

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