Refund policy

We want you to enjoy your coffee. Because it is a perishable consumable product, specific conditions apply to returns and refunds.

Coffee: a perishable product

For food-safety reasons and because of its perishable nature, we do not accept change-of-mind returns of coffee once the order has been dispatched. This does not affect your legal rights regarding defective products.

Damaged, defective or wrong items

If your order arrives damaged, defective, or is not what you purchased, contact us as soon as possible at info@cafepiedralipe.co with your order number and, where possible, photos of the product and packaging. We ask that you notify us within 72 hours of delivery so we can promptly investigate transit issues; this notice period does not limit the legal guarantee or any other rights granted to you by law.

Once the claim is verified, we arrange the replacement or refund. You do not need to physically return a perishable product unless we ask you to.

Methods and accessories

We offer a voluntary return policy of fourteen (14) calendar days from delivery for brewing methods and accessories. To request a return, the item must be unused, in the same condition in which you received it, with its original packaging and proof of purchase. This voluntary policy is in addition to, and does not replace, the right of withdrawal where it applies or the legal guarantee in case of defect.

Before sending an item, email info@cafepiedralipe.co with your order number to receive instructions. Unless the item is defective, arrives damaged or is incorrect, the customer bears the return-shipping cost. We do not charge a restocking fee. If the item arrived defective, damaged or incorrect, we will bear the reasonable costs needed to resolve the matter.

Refunds

Approved refunds are processed to the original payment method used for the purchase, through the Shopify and Bold flow where applicable. The time it takes to appear depends on your bank, issuer or payment provider. Where the refund follows a valid exercise of the right of withdrawal, the applicable legal timeframe applies.

Right of withdrawal

In distance sales, consumers have a right of withdrawal for five (5) business days from delivery where the legal requirements are met. Article 47 of Ley 1480 of 2011 provides exceptions, including for goods that by their nature cannot be returned or may deteriorate or expire rapidly. For coffee and other food, we will apply only the exception that is legally applicable to the product’s specific characteristics; this policy does not limit the legal guarantee or other consumer rights. Where withdrawal applies, the consumer must return the product in the same condition received and bears the return costs provided by law.

Cancellations

You may request cancellation of an order until it has been dispatched. Contact us as soon as possible at info@cafepiedralipe.co; if the order has already been handed to the carrier, the return rules and applicable legal rights will apply.