Customer Service Policy

This Customer Service Policy governs the service standards, shopping rules, logistics arrangements, return and refund procedures, and customer support principles for all users and customers of our website. Our core operational principle is centered on transparency, fairness, and customer satisfaction. We are committed to providing every global customer with premium products, favorable purchasing conditions, and a worry-free shopping experience without hidden charges, complicated rules, or unreasonable restrictions. All service contents specified in this policy are uniformly applicable to all orders and all customers worldwide.

1. General Service Principles

We adhere to the service tenet of integrity, efficiency, and customer priority. All our service rules are formulated based on standardized international e-commerce service specifications, aiming to create a stable, reliable, and transparent consumption environment for global coffee enthusiasts. We strictly implement consistent service standards for all customers, regardless of purchase amount, region, or order frequency. There is no differential treatment or hidden threshold in any of our service items.
All descriptions, service commitments, and preferential rules displayed on our official website are valid and enforceable. We always maintain open and transparent pricing and service logic, ensuring that every customer can clearly understand order rules, logistics arrangements, after-sales rights and interests before placing an order. We refuse false publicity, hidden fees, and arbitrary rule changes, and always take customer legitimate rights and interests as the primary consideration.

2. Order Processing & Shipping Service Rules

We provide standardized and efficient order processing services for all valid orders submitted on our website. After customers successfully place and pay for orders, our team will complete order confirmation, product sorting, quality inspection and outbound packaging within the unified processing cycle. All goods will be arranged for shipment in a timely manner to ensure order efficiency and avoid unnecessary waiting delays.
In terms of logistics distribution, we implement a full-benefit global shipping policy. We provide completely free worldwide shipping services for all products and all orders. There is no minimum order quantity requirement, no order threshold restriction, and no additional shipping fee, handling fee or distribution surcharge. All logistics costs are fully borne by our store, and customers do not need to pay any shipping-related expenses.
We have established a stable global logistics distribution network to ensure the stability and timeliness of cross-border transportation. After the order is shipped, the goods will be delivered smoothly according to the unified international logistics cycle, covering all regions around the world. During the transportation process, we strictly control product packaging and protection to avoid product damage, deterioration, quality loss or contamination caused by extrusion, collision, moisture and other external factors, so as to ensure that all products received by customers maintain intact appearance and original quality.

3. Tariff & Cross-Border Fee Commitment

In order to completely eliminate the extra consumption cost and shopping risk of global customers, we undertake all cross-border related expenses arising from international transportation. All tariffs, customs duties, customs clearance processing fees and other official charges incurred during customs clearance are fully borne by our store.
Customers will not receive any additional payment notices from logistics carriers or customs authorities after placing orders and completing payments. The displayed price of all products on the website is the final settlement price, which includes product cost, packaging cost, transportation cost and all cross-border service fees. There are zero hidden costs in the whole shopping process, ensuring that customers’ expenditure is completely consistent with the order amount at the time of payment.

4. Currency Settlement Standard

To unify the global shopping settlement standard and eliminate the confusion and loss caused by exchange rate differences, all transactions on our website adopt a unified currency settlement rule. All product pricing, order settlement, discount calculation, refund amount settlement and other fund-related links are denominated in USD. All customers worldwide will complete payment and fund settlement in accordance with the unified USD standard to ensure standardized, clear and consistent order data.

5. Return Service Policy

We provide customers with a generous and customer-friendly after-sales return guarantee to fully protect customers’ right of experience and right of choice. We implement a unified long-term return window for all products sold on the website. Within the valid return period, customers can initiate a return application for the purchased products for any personal reason, including but not limited to taste experience, personal preference, product matching degree and other subjective experience factors, as well as objective problems such as product quality, packaging and transportation problems.
The return process is simple, efficient and standardized. Customers only need to submit a return application through the official designated channel and complete the relevant return procedures in accordance with the prompt requirements. We do not set complicated review barriers, unreasonable return thresholds or deliberate delay mechanisms. After the customer submits a valid return request and completes the return delivery operation in accordance with the regulations, our team will verify and confirm the returned goods in a timely manner.

6. Refund Processing Rules

On the basis of standardized return services, we implement efficient and standardized refund processing standards. After the returned goods are successfully received and verified by our team, we will immediately start the official refund process. All valid refund applications will be completed within the unified processing cycle to ensure that customers can recover the payment funds in a timely manner.
The refund amount is calculated in strict accordance with the actual payment amount of the customer’s order. For orders that meet the full refund conditions, we will return the full payment amount without any deduction, including product fees and all service fees involved in the order. We refuse arbitrary deduction of refund amount, disguised service charge and unreasonable fee deduction behavior, and fully protect the legitimate property rights and interests of every customer.

7. Customer Support & Communication Channel

We provide professional, standardized and humanized customer support services for all global users. For any problems encountered by customers during browsing products, placing orders, paying fees, logistics inquiry, after-sales return and refund, policy consultation and other shopping links, customers can obtain official support through the designated exclusive service channel.
All customer consultation and feedback can be submitted through the Contact Us page of our official website. Our professional customer service team has received standardized service training, and will provide accurate, patient and detailed reply and solution services for all customer messages. We fully respect every customer’s consultation demand and feedback opinion, take every customer problem seriously, and continuously optimize products, logistics and service details according to customer feedback, so as to upgrade the overall shopping experience.

8. Service Optimization & Rights Protection Commitment

We always regard stable service standards and continuous service optimization as the core foundation of brand operation. All service policies we implement are long-term stable and will not be changed arbitrarily for short-term operation benefits. We maintain consistent service commitments for all stages of customer shopping, ensuring that every customer can enjoy stable, reliable and predictable service rights and interests.
We strictly abide by the principles of fair service, transparent transaction and honest operation, and resolutely oppose any behavior that damages customer rights and interests, including hidden consumption, arbitrary rule modification, perfunctory after-sales processing and differential service. In the process of long-term operation, we will continue to optimize logistics efficiency, refine after-sales procedures, improve customer service response quality, and create a more secure, convenient and comfortable shopping system for global coffee lovers.
All contents of this Customer Service Policy are the official valid service standards of our website. Once customers browse the website, place orders and complete transactions, it means that they recognize and agree to all the rules and commitments of this policy. We will always practice every service commitment with a rigorous and sincere attitude, and protect every shopping experience and legitimate rights and interests of our customers.

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