This Refund Policy describes how kaffi.store (the “Site,” "Kaffi" or “we”) handles returns, refunds, damages and related issues when the customer (the "customer" or "you") you make a purchase from the Site. These policies are regulated by Norwegian and EU laws, such as "avtaleloven", "forbrukerkjøpsloven", "markedsføringsloven", "angrerettloven" and "ehandelsloven."
If you have purchased coffee beans, then we do not offer refunds or returns in most cases, with some exceptions listed further along in this policy. We only sell freshly roasted coffee beans, which means we can't resell anything that is returned. It goes in the bin, pretty much. So if you suddenly realized that you don't like coffee, there's not much we can do.
If you've bought any other item (that's not coffee beans) we can evaluate any returns and refund requests and see if we can help.
If you have any questions, you can always contact us at firstname.lastname@example.org and we will do our best to help.
With that said, here's the legal mumbo jumbo below.
Payment, Agreement and Delivery
Upon placing an order on our website, the sum of the order will be reserved on your chosen payment method. To avoid delays to your receiving your order, payments are authorized and charged immediately. We do not offer delayed payment and orders are not shipped until payment is recceived. Should you change your mind about the order before it is shipped, a refund can be issued to the same payment method used when the order was placed.
We will endeavour to ship your order as soon as possible after it was placed, and at the latest within two week (see our shipping policy). Delivery has been fulfilled when the customer has received their order.
Right of Withdrawal
There is a 14 day right of withdrawal on all purchases made online in the EU. The time limit starts upon receiving the order and includes all calendar days until the time limit. The customer must formally declare that they wish to make us of their right of withdrawal in writing to Kaffi without delay and at the latest within 14 days after receiving their order. The burden of proof rests on the customer when claiming right of withdrawal. The customer must cover costs of returning the items ordered to us by post, and upon receiving them the order will be reimbursed in full.
Exempt from the right of withdrawal are items that spoil or are impractical to return, items that are sealed and have been opened, items that are made custom according to customer specifications, and items that are unsanitary to return. Since we only sell freshly roasted coffee beans made for human consumption, often ground to customer specifications, these are exempt from the right of withdrawal and we do not offer any kind of returns or refunds on coffee beans. The only exception being damaged or lost orders, as well as coffee beans that have defects that ruin the quality and integrity of the product.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For most cases we will ask for some proof of the damages or defects (such as pictures or for the items to be returned to us) and will offer full refunds after an evaluation, or will send a new product your way if it was damaged during shipping. For us the most important thing is that you get what you wanted (especially if it's coffee!)
If something is missing from your order, please notify us immediately upon receiving it. If an item is missing, the customer can choose to have the missing item delivered to complete the order, demaned that the cost of the missing item be reimbursed, or ask that the whole sale be cancelled and return the order for a full refund.
If the customer has a complaint about a product bought from the Site, that is not covered by the above terms, the time limit to formally complain is 2 months after receipt of the items. The complaint must be made in writing to Kaffi without delay. After formally making a complaint, the customer can choose between having the items corrected/fixed or receiving a new or similar item. We can refuse the complain if the demands of the complaint are unreasonable or causes us unreasonable additional costs.
Exceptions / non-returnable items
As stated above, certain types of items cannot be returned, like perishable goods (such as freshly roasted coffee), and custom products (such as special orders or personalized items, including ground coffee). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
If you have ordered the wrong item and want to exchange it, that can be arranged in some cases. The fastest way to ensure you get what you want is to return the item you have, send us documentation that the items have been sent, and once the return is accepted and reimbursed, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Reasons for the refund to not be approved could be if the item has been clearly tampered with or intentionally destroyed.
When buying coffee subscriptions, there is no binding period and at any time you can cancel, pause or change your subscription through the link you receive when you sign up for the subscription. If you've lost the link, let us know and we'll resend it to you!
There is no expiry date on gift cards. If a gift card is unused, we are only able to offer refunds for gift cards to the original payment method, so if you've received a gift card that you do not want we cannot reimburse you for it.
Conflicts and complaints
Complaints should be sent to Kaffi as soon as possible. Kaffi will endeavour to resolve and complaints and conflicts to be reasonable satisfaction of both parties. If the customer is not happy with how Kaffi resolves the complaint, they may involve a third party for mediation. In Norway this will be Forbrukertilsynet who can be contacted via telephone 23 400 600 or on their website www.forbrukertilsynet.no.
If the customer is a resident of the EU the third party to contact is the European Commision http://ec.europa.eu/odr.