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Mate Restaurant & Coffee Hoi An – Return & Refund Policy (Delivery Orders)

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At Mate Restaurant and Coffee Hoi An, we always aim to deliver fresh, delicious food and a great experience. If something goes wrong with your delivery order, we’re here to fix it quickly and fairly.
This policy applies to all delivery orders within Hoi An.

1. Wrong or Missing Items

If you receive the wrong item or something is missing from your order:

  • Please contact us within 30 minutes of receiving your food.
  • We will replace the item or refund the missing item.
  • Please provide a photo of the order received (for accuracy and internal check).

2. Quality Issues

Your food should arrive fresh and in good condition. If you experience:

  • Spoiled food
  • Burnt or undercooked items
  • Poor packaging causing damage

Please contact us immediately (within 30–45 minutes) with clear photos.
We can offer:

  • A replacement, or
  • A partial or full refund, depending on the issue.

3. Temperature Issues

Food may cool down during delivery, especially during peak hours or bad weather.
If your food arrives cold or not at the expected temperature, please let us know.
We will assess the situation and may offer:

  • A replacement
  • A discount on your next order

4. Allergies & Special Requests

We always try to follow your special notes (e.g., “no chili”, “no MSG”, “less sweet”).
If we fail to follow your request:

  • Contact us within 30 minutes
  • We will offer a suitable solution (replacement or partial refund)

5. Non-Returnable Items

Because our products are fresh food:

  • We cannot accept returns of food that has already been eaten (more than 20%).
  • Drinks or dishes that have been opened and consumed mostly are not eligible for full refunds.

6. Delivery Partner Issues

If the problem is caused by a delivery partner (late delivery, spilled food due to mishandling):

  • We will help communicate with the delivery service
  • We will still do our best to support you with a solution from our side

7. How to Contact Us

For any issue, please reach out to us through:

  • Phone/Zalo: (add your number here)
  • Facebook/Instagram: Mate Restaurant and Coffee Hoi An
  • Website: www.materes.com

Please include:

  • Your name
  • Order time
  • Delivery address
  • Photos of the issue

8. Refund Method

Approved refunds will be issued via:

  • Cash (for COD orders)
  • Bank transfer
  • E-wallet (if used for payment)

Refunds are usually processed within 1–3 business days.