Refund policy
Cancellation, Withdrawal and Returns Policy
At DeEspecialidadCafe, owned by Astra Mozaiko S.L, we aim to provide our customers with a clear and transparent shopping experience. The following terms apply to order cancellations, the exercise of the right of withdrawal and returns of products purchased through our online store.
1. Cancellation before dispatch
Customers may request cancellation of an order provided that it has not yet been prepared or dispatched from our facilities.
Cancellation requests should be sent to info@deespecialidadcafe.com, stating:
- order number;
- full name;
- email address used for the purchase.
If the order can still be cancelled, we will cancel it and refund all amounts paid.
If the order has already been prepared for dispatch or dispatched and can no longer be cancelled, the customer may, where applicable, exercise their right of withdrawal under the conditions below.
2. Right of withdrawal
Where legally applicable, consumers have 14 calendar days to withdraw from their purchase without giving any reason.
For contracts for the sale of goods, the period begins on the day on which the consumer, or a third party other than the carrier and indicated by the consumer, acquires physical possession of the goods.
Where several products from the same order are delivered separately, the period begins when the final product is received.
3. Online withdrawal function
Consumers may exercise their right of withdrawal using the withdrawal function available on our website, identified by wording such as “Withdraw from the contract here”, “Exercise right of withdrawal” or another clearly equivalent expression.
This function will remain available and easily accessible throughout the statutory withdrawal period.
It will allow consumers to submit an online withdrawal statement and provide or confirm at least:
- their name;
- the information required to identify the relevant order or contract;
- the electronic contact details to which the confirmation should be sent.
Before submission, consumers will be asked to expressly confirm their decision by means of a function clearly identified as “Confirm withdrawal” or equivalent wording.
Once submitted, DeEspecialidadCafe will provide an acknowledgement of receipt without undue delay on a durable medium, such as email, containing the substance of the request and the date and time on which it was submitted.
The right of withdrawal will be regarded as exercised within the applicable period where the online statement was submitted before that period expired.
4. Other ways to exercise the right of withdrawal
The online function does not prevent consumers from exercising their right of withdrawal through other legally recognised means.
They may also send an unequivocal statement to:
We recommend including:
- order number;
- full name;
- email address used for the purchase;
- products concerned.
Consumers may also use the model withdrawal form included at the end of this policy, although its use is not mandatory.
5. Returning products following withdrawal
After notifying us of the decision to withdraw, the customer must return or hand over the products without undue delay and no later than 14 calendar days from the date on which the decision was communicated.
We will provide the necessary return instructions and, where applicable, the return address.
Products must be adequately protected to prevent damage during transport.
Whenever possible, we recommend using the original packaging. The absence of original packaging does not in itself result in loss of the right of withdrawal.
6. Condition of products and consumer liability
Consumers are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where one of the statutory exceptions to the right of withdrawal applies, the right cannot be exercised.
Such exceptions include, among others:
- goods liable to deteriorate or expire rapidly;
- sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;
- other situations expressly excluded under applicable law.
Whether an exception applies depends on the specific nature and circumstances of the product and applicable legislation.
7. Return costs following withdrawal
Unless expressly stated otherwise, the direct costs of returning products following voluntary exercise of the right of withdrawal are borne by the customer.
Customers will not be required to bear these costs where:
- the product is defective or non-conforming;
- it has been damaged during transport in circumstances for which the customer is not responsible;
- a different product from that ordered has been supplied;
- the return is due to an error attributable to DeEspecialidadCafe;
- or applicable law requires us to bear those costs.
8. Refunds following withdrawal
Where the right of withdrawal has been validly exercised, we will refund the amounts due under applicable law.
Where withdrawal concerns the entire order, the refund will include, where applicable:
- the price of the products concerned; and
- the standard delivery costs paid for the original order.
Where the consumer expressly chose a more expensive delivery method than the least expensive standard delivery method we offered, we are not required to refund the additional cost.
Refunds will be made without undue delay and no later than 14 calendar days after we are informed of the decision to withdraw.
We may, however, withhold reimbursement until we have received the goods back or the customer has provided sufficient evidence of having returned them, whichever occurs first.
Unless expressly agreed otherwise, refunds will be made using the same payment method used for the original transaction, at no additional cost to the consumer.
9. Partial withdrawal
Where the consumer withdraws only in respect of some products within an order, the price of the products validly returned will be refunded.
The treatment of delivery costs following partial withdrawal will be determined in accordance with applicable law and the particular circumstances of the order and delivery service.
Nothing in this policy limits the consumer’s statutory rights.
10. Packs, bundles and sets
Where several products are marketed as a single pack, bundle or set, consideration will be given to the way in which the product was marketed and contracted.
Where the subject of the purchase legally and commercially constitutes a single indivisible set, it may be necessary to return the complete set in order to exercise the right of withdrawal, subject to applicable consumer law.
11. Defective, damaged, non-conforming or incorrectly supplied products
The right of withdrawal is separate from the consumer’s rights where goods are defective, damaged, not in conformity with the contract or different from those ordered.
Please contact:
and, where possible, provide:
- order number;
- description of the issue;
- affected product;
- photographs of the product and packaging where they may assist us in assessing the issue.
In such cases, DeEspecialidadCafe will bear the costs for which it is legally responsible and provide the appropriate remedy under applicable consumer protection law, including, where relevant, repair, replacement, price reduction or termination of the contract and refund.
12. Products damaged during transport
If a parcel is visibly damaged upon delivery, we recommend recording this with the carrier and contacting us as soon as possible.
If the damage was not visible at the time of delivery, the customer may still report the issue once it is discovered.
These recommendations do not reduce the consumer’s statutory rights.
13. Return procedure
- Exercise the right of withdrawal using the online function available on our website, where applicable, or contact info@deespecialidadcafe.com.
- We will provide the relevant instructions and, where applicable, the return address.
- Return the products within the applicable period, adequately protected for transport.
- Once received, we will process the return and any corresponding refund, replacement or other appropriate remedy.
14. Statutory consumer rights
Nothing in this policy is intended to exclude, limit or replace any mandatory rights consumers have under applicable Spanish and European Union law.
Consumers residing in another EU Member State also retain the protection afforded by any mandatory provisions applicable in their country of residence.
15. Contact
DeEspecialidadCafe – Astra Mozaiko S.L
Email: info@deespecialidadcafe.com
16. Model withdrawal form
Use of this form is optional.
To DeEspecialidadCafe – Astra Mozaiko S.L:
I hereby give notice that I withdraw from my contract of sale for the following goods:
Products: __________________________________
Order number: ______________________________
Order date: _________________________________
Date received: ______________________________
Consumer’s name: ___________________________
Consumer’s address: _________________________
Email address: ______________________________
Date: _____________________________________
Consumer’s signature (only if this form is submitted on paper): __________________
