Scope

This policy applies to every purchase made on this store. It sits alongside the rights Colombian consumer law grants you as a buyer (Ley 1480 de 2011, Estatuto del Consumidor) and does not limit them. If the law of your country of residence grants you broader rights, those rights apply as well.

Right of withdrawal

Because this is a distance sale, you may withdraw from your purchase within five (5) business days of receiving the order, without giving a reason, as set out in article 47 of Ley 1480 de 2011.

To exercise it, the product must be returned unopened and with its original packaging intact. Coffee is a food product: once the bag is opened we cannot verify its condition or return it to circulation, so an opened bag cannot be withdrawn under this article. That restriction does not apply to the cases in the next section.

Under article 47, the cost of returning the product to us is borne by the buyer. Once we receive the product and confirm its condition, we refund the full amount paid, including the shipping you paid on the original order, within thirty (30) calendar days.

Damaged, defective or incorrect orders

If your coffee arrives damaged, if the bag is compromised, or if it is not the product you ordered, write to us within five (5) days of delivery through our contact page, including your order number and photographs of the product and of the packaging.

We will replace the order or refund your money in full, whichever you prefer, at no cost to you. We do not ask you to return the product first, and we do not charge return shipping in these cases.

Legal warranty

Every product we sell carries the legal warranty required by articles 7 and 8 of Ley 1480 de 2011, covering quality, suitability and correspondence with what was offered. For roasted coffee, that warranty covers the condition of the product on delivery and through the period indicated on the bag.

Taste is not a defect. A coffee you did not enjoy, or that did not suit your brewing method, is not covered by the legal warranty — but we would still like to hear about it, and we will help you choose differently next time.

Payment reversal

Under article 51 of Ley 1480 de 2011, when a purchase is paid by card or another electronic means you may request reversal of the payment: when the transaction was the object of fraud, when the product purchased was never delivered, or when the product delivered does not correspond to what was ordered or is defective.

To request it, notify us and your card issuer or payment provider within five (5) business days of becoming aware of the situation, and return the product if you have received it. We process the reversal with the payment provider within the term the law establishes.

How to request a return or refund

Write to us from our contact page with your order number and a short description of what happened. We reply Monday to Friday, 8:00 a.m. to 5:00 p.m. (Colombia time). We will confirm the procedure and, where a return is needed, the address to send it to.

Please do not send a product back before we have confirmed the return, as we may not be able to identify or process it.

Refunds

Refunds are issued to the same payment method used for the purchase. Once we process a refund, the time it takes to appear on your statement depends on your bank or card issuer and is outside our control.

International orders

Duties, taxes and customs charges in the destination country are the buyer’s responsibility and are not included in the price or the shipping cost. Where those charges have already been paid to a customs authority, they do not form part of the refund we can issue; any recovery has to be claimed from that authority.

Wholesale and business orders

Orders placed under a wholesale, HORECA or supply agreement are governed by the terms of that agreement. The right of withdrawal in article 47 applies to consumers, not to purchases made for resale or commercial transformation.

Complaints

If we do not resolve your claim to your satisfaction, you may take it to the Superintendencia de Industria y Comercio, which oversees consumer protection in Colombia.

Contact

For anything in this policy, write to us through our contact page.