Refund policy

*WARNING - For coffees and teas: returns are ONLY possible if the original packaging is still sealed AND if the use-by date is less than 3 months from the date of sending the return.

1. Cash on delivery

I WOULD LIKE TO MAKE A CASH ON DELIVERY RETURN?

A contribution of €5.90 for Belgium and €7 for other destinations will be deducted from the refund of the items for postage and handling of the returns. To return items purchased on our website (coffees, teas, accessories, machines, ...), please contact customer service who will provide you with our label* to affix to your return package.

* The use of our return label is strongly recommended. The lack of visibility on spontaneous shipments does not allow us to track or guarantee the receipt of these packages: if the package is lost, we will not be able to refund the returned items. We do not refund shipping costs for returns of packages sent without our label.

Conditions of return within 90 days of purchase:

Please return the products in the condition in which you received them with all the elements delivered (accessories, original packaging, instructions, etc.)
Coffees and teas that have been opened cannot be returned or refunded
Coffee machines can only be returned to us in new condition.
Please do not affix the return label directly to the original packaging of the product but use an appropriate shipping carton
Refunds are made after verification of the returned items and can only be processed if the products can be put back on sale

Conditions Return within 14 days of receipt of your package (legal withdrawal period):

If you return your order in its entirety and within 14 days of receiving your package (legal withdrawal period):

The above-mentioned conditions of acceptance and reimbursement of your return remain applicable (return of coffee and tea allowed if the original packaging has not been opened)
You are responsible for the shipping and handling of returns (€5.90 for Belgium and €7 for other destinations) and will be deducted from your refund
If you return your order in full within the legal withdrawal period, we will refund the postage costs of your original order, if these were not offered to you.
Beyond the 14-day limit or if your return concerns only a part of your order, only the returned products will be refunded, excluding the original postage costs (if applicable) and after deduction of the return costs (5.50 € for Belgium and 7 € for other destinations).
WHICH ITEMS CANNOT BE RETURNED?
Coffee and tea bags that have been opened cannot be returned
Coffees and teas with a best before date of less than 3 months (date of sending the return as proof) cannot be returned
In general, items that cannot be resold cannot be returned. Reasons for non-return :

They show signs of wear or use
Some elements are missing (original packaging, instructions, accessories, etc.)

3. Return for exchange

I WANT TO RETURN AND EXCHANGE ONE OR MORE ITEMS?

We do not exchange items: all returns are cash on delivery only. We invite you to order the item(s) you are interested in directly on our website, in order to receive them as soon as possible. We would like to draw your attention to the fact that return packages sometimes take some time to reach us and we thank you for your patience.

4. Return after an error

I HAVE RECEIVED A PRODUCT THAT I DID NOT ORDER OR A DEFECTIVE PRODUCT?

We do our utmost to ensure that your order reaches you in perfect condition. However, problems can still occur. If you have received the wrong product or if one of the items in your order appears to be faulty, please contact our Customer Service Department within 14 days of receiving your package and we will assist you as soon as possible. Do not return the item(s) by your own means*. In this case, the return will always be made with our return label and of course at our expense.

* Do not return a faulty item to us by your own means: apart from the lack of tracking, we will not be able to reimburse you for the return costs you have paid for shipping without our return label, nor guarantee the reimbursement of your items in the event of a lost package.

ATTENTION: we will not be able to consider this type of complaint beyond the 14-day period granted, the date of your complaint email being taken as proof.

Questions about returns? Contact us via the chatroom at the bottom right of your screen for more information.