Refund policy

This Refund & Return Policy applies to orders placed through shop.mongol.coffee.

Mongol.coffee supplies MONIN products, Fonte coffee, and related foodservice products mainly to HoReCa and business customers, including cafés, restaurants, hotels, bars, bakeries, offices, and other professional buyers.

Returns

We accept returns only when the product is:

  • Incorrectly delivered;
  • Damaged during delivery;
  • Defective or unusable due to a product issue;
  • Delivered in a condition that is materially different from the order confirmation; or
  • Eligible for return under a written agreement with Mongol.coffee.

To request a return, please contact us at shop@mongol.coffee or +976 7588 8800 within 3 business days after receiving your order.

Please include:

  • Order number;
  • Company name;
  • Contact person;
  • Product name and quantity;
  • Reason for return;
  • Photos of the product, packaging, and delivery condition, if applicable.

Returns must be approved by Mongol.coffee before products are sent back. Items returned without prior approval may not be accepted.

Approved returns should be sent or delivered to:

Mongol.coffee LLC
Bldg 5, Hunnu 2222, Khoroo 18, Khan Uul, Ulaanbaatar 17013, Mongolia

Condition of returned products

To be eligible for return, products must normally be:

  • Unopened;
  • Unused;
  • In original packaging;
  • In sellable condition;
  • With original label, barcode, and batch/expiry information intact.

We may refuse a return if the product has been opened, used, damaged after delivery, improperly stored, or handled in a way that may affect food safety or product quality.

Damaged, defective, missing, or incorrect items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, missing, or incorrect item, please contact us within 3 business days after receiving your order. Same-day notice is recommended for delivery damage or missing items so that we can verify the issue quickly.

We may request photos, delivery documents, or other evidence to verify the issue.

If the issue is confirmed, we may, depending on the situation:

  • Replace the product;
  • Deliver the missing item;
  • Issue a refund;
  • Issue store credit;
  • Offset the amount against your next order.

Non-returnable items

For food safety and product quality reasons, we generally do not accept returns for:

  • Opened food or beverage products;
  • Products with broken seals;
  • Products that have been used or partially consumed;
  • Products that were stored improperly after delivery;
  • Products damaged after delivery;
  • Short-expiry or clearance products clearly sold as such;
  • Special-order products;
  • Products purchased under special promotion, unless defective or incorrectly delivered;
  • Gift cards, if any.

If you are unsure whether a product can be returned, please contact us before sending it back.

Exchanges

If the wrong product was ordered by the customer, we may consider an exchange only if:

  • The product is unopened and in original condition;
  • The product is not expired or near expiry;
  • The product is not a special-order or clearance item;
  • Mongol.coffee approves the exchange in advance.

Any price difference, delivery cost, or handling cost may be charged to the customer.

Refunds

After we receive and inspect the returned product, we will notify you whether the refund has been approved.

If approved, the refund may be processed by one of the following methods:

  • Refund to the original payment method;
  • Bank transfer;
  • Store credit;
  • Offset against a future invoice or order.

Refund processing time may vary depending on payment method and bank processing time.

Delivery and return costs

If the return is due to our mistake, product defect, missing item, incorrect item, or delivery damage confirmed by us, Mongol.coffee will normally cover reasonable return or replacement delivery costs.

If the return or exchange is requested because of a customer ordering error, the customer may be responsible for related delivery, return, or handling costs.

Business customer orders

Because our store is intended mainly for business and HoReCa customers, returns and refunds may also be subject to the customer’s approved credit terms, sales agreement, supply agreement, or other written arrangement with Mongol.coffee.

In case of conflict between this policy and a signed written agreement, the signed agreement will prevail.

Contact

For return, refund, or delivery issue questions, please contact:

Mongol.coffee LLC
Email: shop@mongol.coffee
Phone: +976 7588 8800
Address: Bldg 5, Hunnu 2222, Khoroo 18, Khan Uul, Ulaanbaatar 17013, Mongolia