Refund and Return Policy

Last Updated: April

At Coir VietNam, we stand behind the quality of our sustainable coconut fiber (coir) products. Because our materials are natural, agricultural, and intended for outdoor use, this Refund & Return Policy is designed to set clear, fair, and transparent expectations for both our customers and our business.

This policy applies to all purchases made on CoirVietNam.com and should be read together with our General Conditions of Sale.

1. Return Window & Eligibility

You may request a return within 14 days of the delivery date, as confirmed by the carrier’s tracking records.

To qualify for a return, the item must meet all of the following requirements:

Unused & Unaltered

The product must be returned in the same condition in which it was received. Items that have been installed, watered, planted, cut, trimmed, modified, or exposed to soil, moisture, or outdoor conditions are not eligible for return.

Original Packaging

The item must be returned in its original packaging, with all labels, tags, inserts, and identifying information still attached and intact.

Clean Condition

Returned items must be clean and free from dirt, debris, moisture, odors, staining, or visible signs of use, wear, or outdoor exposure. Returns that show evidence of use or “wardrobing” will not be accepted.

2. Restocking Fee

For non-defective returns, including but not limited to returns due to change of mind, incorrect size selection, ordering mistakes, or similar customer-related reasons, a restocking fee of up to 15% may apply.

This fee helps cover inspection, handling, repackaging, and inventory processing costs. Any applicable restocking fee will be clearly communicated and confirmed before return authorization is approved.

3. Non-Returnable Items

The following items are considered final sale and are not eligible for return or refund:

  • Custom-cut or made-to-order products
  • Items that have been used, installed, or exposed to environmental or outdoor conditions
  • Products damaged as a result of misuse, improper installation, improper handling, or improper storage
  • Gift cards

4. Damages, Defects & Natural Variations

Please inspect your order promptly and carefully as soon as it is delivered.

Natural Material Disclaimer

Our products are made from natural coconut fiber (Cocos nucifera). Because coir is a natural, biodegradable material, minor variations in color, including shades ranging from golden to brown, as well as slight differences in weave density, texture, thickness, and dimensions, are normal and expected.

These natural characteristics are not considered defects. Claims based solely on these natural variations are not eligible for refunds or returns under “Not as Described” or similar claims.

Reporting Damages or Defects

If your order arrives damaged or defective, you must contact us within 48 hours of delivery.

Please include the following with your claim:

  • Clear photos of the damaged or defective product
  • Clear photos of the outer packaging
  • A photo of the shipping label

Failure to report shipping damage or product defects within this timeframe may affect your eligibility for a replacement or refund.

5. Return Authorization Process (RMA)

All returns require prior authorization from our team. Returns sent without an approved Return Merchandise Authorization (RMA) may be refused or rejected.

  1. Request Authorization: Contact us at support@coirvietnam.com to request a Return Merchandise Authorization (RMA).
  2. Prepare the Return: Once approved, securely pack the item in its original packaging to help prevent damage during return transit.
  3. Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error. Original shipping charges are non-refundable.

We strongly recommend using a trackable shipping service for all returns. We are not responsible for returns that are lost, delayed, or damaged in transit.

6. Refund Processing

Once your returned item is received and inspected, usually within 3–5 business days, we will notify you whether the return has been approved or rejected.

  • You will receive notice of the approval or rejection of your refund
  • If approved, the refund will be issued to your original payment method
  • Approved refunds are typically processed within 10 business days, excluding original shipping charges and any applicable restocking fee

Please note that your bank, card issuer, or payment provider may require additional time to post the refund to your account.

7. Lost or Stolen Packages (Delivery Confirmation)

Once a shipment is marked “Delivered” by the carrier, responsibility for the package transfers to the customer.

If the tracking status shows “Delivered” but the package cannot be found, you should:

  • Check with neighbors, front desk personnel, or building management
  • Check around the delivery location for a safe-drop area
  • Contact the shipping carrier directly to open an investigation

We do not issue refunds or replacements for orders when carrier tracking confirms successful delivery to the shipping address provided at checkout.