Returns & Complaints Policy

EL CAFETERO

This Returns Policy sets out the rules for withdrawing from a purchase agreement and submitting complaints regarding Products purchased through the www.elcafetero.pl online store operated by:

EL CAFETERO Konrad Zielonka
Słoneczna 4, 21-540 Małaszewicze Duże, Poland
VAT ID (NIP): 7010978863 | REGON: 385921925
E-mail: biuro@elcafetero.pl | Tel.: +48 518 622 717

1. Right to Withdraw from the Agreement

Consumers and eligible business customers acting under consumer rights may withdraw from a distance sales contract concluded through the www.elcafetero.pl online store within 14 days of receiving the Product, without giving any reason.

To exercise your right of withdrawal, please submit a clear statement:

by email to: biuro@elcafetero.pl or by post to: Słoneczna 4, 21-540 Małaszewicze Duże, Poland.

2. Returns of Coffee & Food Products

Due to the nature of the Products offered (coffee and other food products):
only Products returned in their original, unopened, and factory-sealed packaging are eligible for return,
food products cannot be returned once the packaging has been opened for health and hygiene reasons,
ground coffee or coffee prepared according to the Customer's individual specifications is considered a personalized product.

Information regarding these return restrictions is also displayed on product pages and during the checkout process.

3. Return Procedure

1. After submitting a withdrawal statement, the Customer must return the Product within 14 days.

2. The Product should be properly secured for transport.

3. Please send returns to:
   EL CAFETERO Konrad Zielonka
   Słoneczna 4
   21-540 Małaszewicze Duże, Poland

4. The Customer is responsible for the direct cost of returning the Product, unless the Seller decides otherwise.

4. Refunds

The Seller will refund all payments received from the Customer, including the cost of the least expensive standard delivery option, no later than 14 days from receiving the withdrawal statement.

The Seller may withhold the refund until:

• the returned Product has been received, or

• the Customer provides proof of having sent the Product back.

Refunds will be made using the same payment method used for the original transaction unless the Customer expressly agrees to a different method.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• coffee and other food products once their packaging has been opened,

• perishable goods or products with a short shelf life,

• Products made according to the Customer's individual specifications (e.g. coffee ground to order),

• sealed Products that cannot be returned after opening due to health or hygiene reasons.

6. Complaints (Defective or Non-Conforming Products)

The Seller is liable for the conformity of the Products with the contract in accordance with applicable consumer protection laws.

Complaints may be submitted:

• by email: biuro@elcafetero.pl,

• by post to: Słoneczna 4, 21-540 Małaszewicze Duże, Poland.

A complaint should include:

• a description of the issue,

• information enabling identification of the order.

The Seller will respond to the complaint within 14 days of receiving it.

7. Difference Between Returns & Complaints

• Return (Withdrawal from the Agreement) applies when the Customer wishes to cancel the purchase without giving a reason and is only available for food products in their original, unopened packaging.

• Complaint applies to defective or non-conforming Products and is independent of the right of withdrawal.

8. Contact

If you have any questions regarding returns or complaints, please contact us:

EL CAFETERO Konrad Zielonka
E-mail: biuro@elcafetero.pl
Phone: +48 518 622 717
Website: https://elcafetero.pl