Refund policy

Returns, withdrawal and refunds

We roast and pack our coffee with care. Below you can read what to do if you want to withdraw from your purchase, if something is wrong with your order, or if you want to send something back.

Your right of withdrawal (14 days)

You may withdraw from your purchase within 14 days, without giving a reason. The 14 days start on the day after you, or someone you appoint, receive the product. If your order arrives in several deliveries, the 14 days start after you receive the last one. You may also withdraw before your order has arrived.

To withdraw, let us know clearly. Any way works, for example:
 • with the ‘Withdraw from contract here’ button at the bottom of every page of our website;
 • by email to info@santocafe.co;
 • with the model withdrawal form at the bottom of this page.

We will then send you an acknowledgement of receipt by email as soon as possible.

Sending it back

Please send the product back within 14 days of your withdrawal. We will email you a free return label with instructions, so the return shipping costs you nothing.

Return address: Sander & Sander Co. B.V. (Santo Café), Hoefblad 42, 4102 JR Culemborg, the Netherlands.

Refund

We will refund you no later than 14 days after we receive your withdrawal: the purchase price and the standard shipping costs you paid with your order. We use the same payment method you ordered with, unless you agree to another. We may wait with the refund until we have the product back, or until you show that you have sent it back, whichever is earlier.

You are only liable for any loss in value of the product caused by handling it more than needed to inspect it.

When the right of withdrawal does not apply

Coffee is a food product. If the seal of a bag has been broken after delivery, we cannot take it back for reasons of hygiene and health protection. The right of withdrawal therefore does not apply to an opened bag. The same goes for products we made to your personal specifications.

For unopened bags with an intact seal, the right of withdrawal applies as normal, also if you bought them at a discount.

Extra: free returns up to 30 days for unopened bags

On top of your statutory right, we take back unopened bags with an intact seal up to 30 days after you receive them, and returning them is free. Email us at info@santocafe.co and we will send you a free return label and refund the purchase price.

Damaged, defective or wrong item

Please check your order when it arrives. Please report damage or a fault as soon as possible, ideally with a photo. Your statutory rights always apply. We will put it right with a replacement or a refund.

Taste

Taste is personal. If something feels off with your coffee, let us know. Even when a return isn’t possible, we will look for a reasonable solution with you.

Exchanges

We don’t offer direct exchanges. If you would like a different product, you can place a new order.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Sander & Sander Co. B.V., trading as Santo Café, Hoefblad 42, 4102 JR Culemborg, the Netherlands, info@santocafe.co

I/We* hereby give notice that I/We* withdraw from my/our* contract of sale of the following goods:
Ordered on*/received on*:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

* Delete as appropriate.