Refunds & Returns Policy
Effective Date: 01/06/2025
Applies To: All purchases made through Coffeeplaza.co from the United Kingdom and European Union
1. Overview
Coffeeplaza.co is a curated marketplace that connects customers with independent coffee roasters, cafés, and specialty vendors across Europe. While we facilitate the transaction, the fulfillment and shipping are handled directly by each vendor.
This policy outlines your rights and obligations when requesting a return or refund. It balances legal compliance with EU/UK law and the realities of selling fresh, consumable goods.
2. Right of Withdrawal (Statutory Returns)
Under UK and EU law, you have the right to cancel your purchase and return eligible goods within 14 calendar days from the day you receive them, without giving any reason.
To exercise this right, contact us at returns@coffeeplaza.co within that period.
3. Non-Returnable Products
Certain items are excluded from the right of withdrawal under Article 16 of the EU Consumer Rights Directive:
- ❌ Opened or used bags of coffee, as they are perishable goods whose quality rapidly diminishes once unsealed.
- ❌ Personalized or custom-made items
- ❌ Sealed items that were unsealed after delivery and are unsuitable for return for hygiene reasons (e.g., certain accessories)
✅ Unopened bags of coffee may be returned within the withdrawal period, if they are in original, resaleable condition.
4. Return Process & Responsibilities
- All return requests must be sent to returns@coffeeplaza.co with your order number, product, and reason.
- Once approved, we will provide the return instructions and the specific address of the vendor (remitente) who shipped your item.
- Returns must be sent directly to the vendor, not to Coffeeplaza.co.
You are responsible for:
- Choosing a reliable shipping method (we recommend using tracking)
- Covering return shipping costs, unless the product was incorrect or defective
5. Return Eligibility Conditions
To qualify for a refund:
- The return must be initiated within 14 days of delivery (for statutory returns), and received within 28 days
- The item must be unused, unopened, and in original packaging
- The return must be shipped to the correct vendor’s return address, as instructed by us
Returns not meeting these conditions may result in partial or no refund.
6. Refund Method
We distinguish between statutory refunds and voluntary returns as follows:
a.
Statutory Refunds (within 14 days, eligible items only):
- You will receive a full monetary refund to your original payment method (excluding shipping costs) once the vendor confirms receipt and condition.
b.
Voluntary or Goodwill Refunds (after 14 days or for discretionary returns):
- Refunds will be issued as store credit, valid for 12 months.
- Store credit may also be offered at your request for faster resolution.
Note: Original shipping and return shipping fees are non-refundable, unless the return is due to an error or fault by the vendor.
7. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact support@coffeeplaza.co within 48 hours of delivery. Include:
- Order number
- Clear photos of the item and packaging
- Description of the issue
We will coordinate with the vendor to issue a replacement, refund, or solution. In these cases, return shipping will be covered by the vendor.
8. Marketplace Disclaimer
Coffeeplaza.co acts solely as a platform to connect you with third-party vendors. Each vendor remains responsible for:
- Fulfilling your order
- Processing your return once received
- Honoring applicable refund conditions
We assist in coordinating returns and ensure vendors follow our unified policy, but we do not physically receive or inspect returned items.
9. How to Start a Return
Please contact us at returns@coffeeplaza.co with:
- Your full name
- Order number
- Product(s) to be returned
- Reason for return
- Photos (if applicable)
We will guide you through the return process, including the correct return address of the vendor who shipped your product.
10. Need Help?
If you have questions about your return or this policy, contact our team at:
📧 info@coffeeplaza.co
📍 Coffeeplaza.co – United Kingdom