Refund and Returns Policy
Return and Exchange Conditions
What are your return conditions?
For a return to be processed, the product(s) must:
- Be in its/their original box and packaging,
- Have its/their label intact and uncut,
- Include all accessories and any accompanying documentation,
- Be unused, undamaged, and in a condition suitable for resale.
Returns and exchanges are not accepted for products that have been tampered with, altered, modified, or used.
What is the return period?
You can return products purchased from our online store within 14 (fourteen) days from the date of delivery.
Return requests exceeding this period will not be processed. Products to be returned must reach us within 14 days without any problems.
How can I start the return process?
Please notify us of your return request by email to info@nuevocoffeeroastery.net. After your request, you will be informed of the necessary details regarding the return process.
How are shipping costs calculated?
- For returns, the customer is responsible for the shipping cost of sending the product to us.
- For exchanges, the customer is responsible for the shipping cost (including VAT).
When will the product price be refunded?
After your returned product reaches us, our authorized departments will examine it.
- If no defect caused by use is detected
- The product price will be refunded to your credit card or bank account using the same payment method.
Can I exchange items ordered online?
Items purchased from our online store cannot be exchanged. After returning the item, you can place a new order depending on stock availability.
Can I return/exchange items in-store?
Items purchased from our online store can only be returned to our online store. Returns or exchanges cannot be made at our physical stores.
Returns for promotional products
When calculating the refund amount for products purchased under promotions such as “Buy 3, Pay for 2” or similar, the discount amount applied is deducted from the total refund amount in proportion to the product prices.