Stainless Steel Espresso Moka Pot

SHIPPING INFORMATION

RETURNS POLICY

At Hamey Coffee, customer satisfaction is important to us. This policy explains how refunds, replacements (resends), returns, and disputes are handled for orders placed on our website.

By placing an order, you agree to the terms outlined below.

⚠ Important Notice

We encourage customers to contact support@hameycoffee.com before opening a dispute with a payment provider. Disputes must be submitted through the appropriate sales or payment platform and are subject to review and verification.

1. Order Delays & Lost Shipments

Orders may qualify for a refund or resend if tracking information is unavailable or the shipment has not been delivered within the following timeframes after shipment:

• United States: 30 days

• International destinations: 60 days

Delivery delays caused by factors outside our control — including customs inspections, carrier delays, or local postal handling — may extend delivery times and do not automatically qualify as lost shipments.

Not considered lost shipments:

• Incorrect or incomplete address provided by the customer

• Uncollected or unclaimed parcels

• Local post office holding periods

Customers are responsible for contacting their local postal service when notified of a delivery attempt.

2. Orders Marked as Delivered

If tracking information indicates that an order has been delivered to the address provided at checkout, refunds or resends are not automatically issued.

In such cases, we may request additional verification, such as a non-delivery certificate or written confirmation from the local postal authority, before reviewing the claim.

Issues related to customs clearance, incorrect address details, or unclaimed deliveries must be resolved directly with the local postal service.

3. Damaged or Defective Products

• Severely damaged or defective items: Eligible for a full refund or replacement

• Minor cosmetic damage (e.g., light scratches, wrinkles, packaging compression): May qualify for a partial refund or replacement

Notes:

• Damage to external packaging alone is not eligible for a refund

• Claims for electronic items must be submitted within 30 days of delivery

• For fragile items, refunds may be offered instead of reshipment

Clear photo or video evidence is required for all damage claims.

4. Incorrect or Missing Items

• Incorrect item received: Full refund or replacement

• Wrong size or color: Refund or resend may be offered if product functionality is not affected

• Missing parts:

  • Partial refund or resend if functionality is not affected

  • Full replacement if functionality is impacted

For size-related claims, clear photos with accurate measurements must be provided.

5. Order Cancellations

Orders may be canceled for a full refund if the cancellation request is submitted before processing or shipment.

Once an order has been processed or shipped, it can no longer be canceled.

Customized items, made-to-order products, and pre-orders cannot be canceled once payment has been completed.

6. Returns

• All returns must be authorized in advance by our support team

• Unauthorized returns will not be accepted or refunded

• Returns are only accepted to designated return locations

• Products must be returned within 30 days of receipt

Due to high international shipping costs, returns are generally not recommended.

Unless the item received is defective or incorrect, customers are responsible for return shipping costs.

7. Dispute Submission Requirements

To ensure efficient resolution, customers may be required to provide:

• Clear photos or videos of the issue

• Relevant screenshots or documentation

• Returned items, if requested by our team

Failure to provide requested documentation may delay or prevent resolution.

8. Dispute Deadlines

• All claims must be submitted within 14 days of delivery

• Claims for damaged or defective items must be submitted within 30 days of delivery

Claims submitted outside these timeframes may not be eligible for review.

9. Shipping & Tracking Limitations

Some shipping methods may provide limited tracking once parcels reach the destination country. In such cases, claims will be reviewed based on available carrier confirmation and supporting evidence.

Remote destinations may experience longer delivery times or additional shipping fees.

10. Force Majeure

Hamey Coffee is not responsible for delays or damage caused by events beyond our reasonable control, including but not limited to:

• Natural disasters

• Epidemics or pandemics

• War, strikes, or political unrest

• Customs inspections or regulatory actions

We will make reasonable efforts to notify customers if such events affect delivery.

11. Non-Refundable Items & Unacceptable Disputes

Refunds, returns, or resends will not be issued for:

• Change of mind

• Normal product variations disclosed on the product page

• Incorrect orders placed by the customer

• Address errors provided at checkout

• Customs rejection due to customer non-compliance

• Force majeure-related delays

Service-based products (including digital or custom services) are non-refundable once fulfilled, unless otherwise stated.

12. Refund Processing

Approved refunds will be processed within 5–10 business days to the original payment method. Processing times may vary depending on your bank or payment provider.

13. Governing Law

This policy is governed by and interpreted in accordance with the laws of Cambodia, without regard to conflict of law principles.

📩 Need Assistance?

If you’re unsure whether your order qualifies for a refund or replacement, please contact us before opening a dispute at:

support@hameycoffee.com our team is here to ensure a fair and transparent resolution.

HAVE A QUESTION?