Refund policy

Returns & refunds

We roast and pack our coffee with care. Because coffee is a food product, our return rules are a bit different from non-food items. Below you’ll find everything explained clearly.

Return period

You can request a return within 30 days of receiving your order.

To be eligible for a return:
 • The product must be unopened
 • The original seal must be intact
 • The item must be unused and in its original packaging
 • You’ll need proof of purchase

Opened coffee products cannot be returned for hygiene and food safety reasons.

To request a return, contact us atinfo@santocafe.co.
Once your return is approved, we’ll share instructions and the return address.

Items sent back without prior approval cannot be accepted.

Damaged or incorrect orders

Please check your order as soon as it arrives.

If your package is:
 • damaged
 • defective
 • or you received the wrong item

contact us within 48 hours of delivery and include a clear photo.
We’ll make it right with a replacement or a refund.

Non-returnable items

The following items cannot be returned:
 • Opened or used coffee products
 • Perishable goods (food and drinks)
 • Custom or special orders
 • Gift cards
 • Sale items

If you’re unsure about a specific product, feel free to reach out before ordering.

Quality concerns

Taste is personal. If something feels off with your coffee, let us know.
We’ll always look for a fair and human solution, even when a return isn’t possible.

Exchanges

We don’t offer direct exchanges.
If you’d like a different product, you can place a new order once your return (if eligible) has been processed.

European Union 14-day right of withdrawal

If your order is shipped within the European Union, you have the right to cancel your order within 14 days of delivery.

This right applies only to unopened products with the original seal intact.
Opened coffee products are excluded from the right of withdrawal, as allowed under EU law for food and hygiene products.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund is approved.

If approved:
 • Refunds are issued to the original payment method
 • Processing takes up to 10 business days
 • Your bank or card provider may take additional time to complete the refund

If more than 15 business days have passed since approval, please contact us at info@santocafe.co