Refund policy

Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for a full refund.

However, please note that because our products are sealed food items, the right to cancel does not apply if:

  • The protective seal has been broken,
  • The jar has been opened, or
  • The product has been tampered with.

This is due to health and hygiene regulations.

If you are eligible to return your item:

  • Ensure the jar is unopened, unused and still sealed.
  • Contact us at hello@machausvietnamese.com or via our contact page within 14 days of receiving your order.
  • If the return is approved, we'll provide instructions and you must then return the item within 14 days.

If your return request is accepted, we’ll send you instructions on how and where to send your package. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect. Upon receiving the returned item, we'll process a full refund within 14 days.

Items sent back to us without first requesting a return will not be accepted.

Subscriptions

Cancelling a subscription prevents future renewals but does not automatically entitle you to a refund for subscription orders that have already been charged, processed or dispatched before the cancellation takes effect.

Nothing in this section affects your statutory rights in relation to faulty, damaged or incorrectly supplied goods.

Fault or Damaged Items or If You Receive the Wrong Item

Please inspect your order upon reception and, within 48 hours of receipt of delivery, contact us at hello@machausvietnamese.com or via our website contact page if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please provide: 

  • Your order number
  • Photos of the issue
  • A description of the problem

If the product is confirmed faulty or damaged, we will:

  • Offer a replacement, or
  • Provide a full refund (including standard delivery costs, if applicable).

Gift cards

We will not accept returns of gift cards Gift cards except where required by law.

Refunds

We will notify you once we’ve received and inspected your return and will let you know if the refund was approved or not.

If approved, you’ll be automatically refunded to your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@machausvietnamese.com or via our website contact page.

Nothing in this policy affects your rights under the Consumer Rights Act 2015.