General Return Conditions
📅 Return period : You have a period of 14 calendar days from receipt of the product to request a return or refund.
📦 Product condition : Returned products must be in their original condition, unopened, unused and with their packaging intact. Returns of products that have been opened or used will not be accepted for hygiene and safety reasons.
❌ Non-returnable products : Returns of perishable products, such as ground or bean coffee, are not accepted if the packaging has been opened, unless the product is defective or there is an error in the order.
Return Process
✉️ Contact the customer service team : Send an email to madresuperioraonline@gmail.com or use our contact form on the website indicating the order number and the reason for the return.
📑 Return Instructions : Once we receive your request, we will provide you with detailed instructions on how to return the product.
📦 Packaging : Make sure the product is properly packaged to avoid damage during transport. Return shipping costs will be borne by the customer, except in cases where the return is due to an error on the part of Madre Superiora Coffee Roasters (defective product or incorrect shipment).
Refund
💳 Refund method : Refunds will be made using the same payment method used for the purchase. Depending on the payment method and your bank, the refund may take between 5 and 10 business days to be made effective.
💵 Refund amount : The full amount of the returned product will be refunded, excluding original shipping costs, except in cases where the return is due to an error or defective product.
📧 Refund Communications : We will notify you by email once your return has been received and inspected. In the event that the return policy conditions are not met, you will be notified by email explaining the reasons.
Defective Products or Wrong Shipments
🔧 Defective Product : If you receive a defective product or one that does not correspond to your order, please contact us via [contact email] within 48 hours of receiving your order. You must provide details of the problem and, if possible, attach photos that demonstrate the defect or error.
🚚 Return costs covered : In these cases, Madre Superiora Coffee Roasters will cover the return costs and offer you the option of replacing the product at no additional cost or, if you prefer, issuing a full refund.
Exceptions
🚫 Returns will not be accepted in the following cases:
- Products that have been manipulated, used or opened after delivery.
- Products purchased during special promotions or sales that do not explicitly include a return option.
- Perishable or immediate consumption products whose packaging has been opened.
📞 Contact : If you have any questions about our return policy, please do not hesitate to contact us by email at madresuperioraonline@gmail.com or by calling us at 601392335. We will be happy to help you.