Política de reembolso
1. Returns & Exchanges
1.1. Cancelling the order before shipment
Customers can cancel their order as long as it has not yet been shipped. If you place an order and want to cancel it you should contact our Customer Service and request the cancellation of your order, through the email address orders@fabricacoffeeroasters.com.
If the cancellation request is successful, you will be notified by email of this decision and the cancellation will be processed at no cost. If the cancellation request is not possible, the products will be sent to the customer who, if they still want to cancel the order, must refuse to receive them. The products will be returned and, upon receipt, the cancellation will be processed.
1.2. Return of defective products
Customers have the right to return delivered products if they are defective or otherwise do not conform to the products that were ordered. The return can be made within 7 days after receipt of the order. This does not affect your statutory rights. If your complaint is justified, the price and shipping costs will be refunded. For more information on how to return and chargeback information, please refer to the Help/FAQs menu on the website.
1.3. Cooling off return of products
If for any reason you are not satisfied with the products you ordered you can return them within 7 calendar days of receipt, provided that:
- The products have not been used;
- The product is unaltered and the packaging is not damaged (carefully opened packaging will not be considered damaged).
1.4. Returning gifts
It is currently not possible for a person who has received a product as a present from another person to return it. In this case, to proceed with the return you must contact the person who bought it, so that they can return it, according to the Return Conditions.
1.5. Exchange of products or sizes
To exchange one item for another or to change sizes, please follow the steps in Returns.
1.6. Return Information
Should the customer wish to return the items, Fábrica will bear the shipping and return costs for all orders.
Refunds will be made based on the payment method. If the customer makes the payment by ATM reference, the customer must give their bank details to our Customer Support when they start the return process. This information is necessary so that we can proceed with the refund of the money to your account. The customer will receive a refund after the product(s) have been returned and processed.
For additional information on the return process and refund times, please refer to the Help/FAQ section of the website. Please read the help instructions in that section and follow the instructions carefully to avoid unnecessary delays.
2. Refunds
2.1. Once the returned product passes our quality check, refunds are processed to the original payment method within 5-10 business days, depending on your bank. Customers may opt for a voucher of equal value instead.
2.2. If you have questions, contact us at orders@fabricacoffeeroasters.com.
3. Return Costs
3.1. Returns are free of charge. Schedule a collection at your convenience via email, and our courier will pick up the package.
