Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging. Due to the perishable nature of coffee, we cannot accept returns of any coffee products that have been opened or partially consumed. You’ll also need to provide the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us at info@casaortizcoffee.com. Approved returns will need to be sent to an address provided via email.

Please note that customers are responsible for return shipping costs. Additionally, a 10% restocking fee will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted.

For any return questions, feel free to contact us at info@casaortizcoffee.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Perishable goods: such as opened coffee products, food items, or any consumable products.
• Custom products: including special orders or personalized items.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we do not accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get the product you want is to initiate a return of the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As stated above, your item must be in the same condition as when you received it, unopened, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

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, your refund will be processed minus a 10% restocking fee, and you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at info@casaortizcoffee.com.