Refund Policy

Last updated: 26 May 2025

Our Refund Policy has been created to provide you with clear information regarding returns and refunds for your coffee bean purchases made on www.laguanegra.com. This policy is in compliance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel (Cooling-off Period) - For Online Purchases

As a consumer in the UK, when you buy goods online, you have a legal right to cancel an order and receive a full refund within 14 days without giving any reason. This is known as the "cooling-off period."

• The cooling-off period starts the day after you receive your coffee beans.
• If your order is delivered in multiple instalments, the 14-day period starts the day after you receive the last instalment of coffee.
• To exercise this right, you must inform us of your decision to cancel by a clear statement contacting us through the form online in the portal www.laguanegra.com.
• You then have another 14 days from the day you notify us of your cancellation to return the coffee beans to us.

2. Conditions for Returns (for non-faulty goods under cooling-off period)

For coffee beans returned under your right to cancel:

• The coffee beans must be returned in their original condition, unopened (with the original seal intact), unused, and in their original packaging.
• **Due to the perishable nature and hygiene considerations of food products like coffee beans, we cannot accept returns for opened bags of coffee beans unless they are faulty.** Once the seal is broken, the product's freshness and integrity can be compromised.
• You are responsible for the cost of returning the goods to us.
• We may make a deduction from the refund for any loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (e.g., handling the goods beyond what is necessary to establish their nature, characteristics, and functioning before deciding to cancel).

3. Faulty Goods (Your Statutory Rights)

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. This applies to our coffee beans.

• Within 30 days: If your coffee beans are faulty (e.g., wrong type sent, bag damaged upon arrival affecting coffee, or clearly defective coffee), you have a short-term right to reject them and receive a full refund within 30 days of purchase or delivery.
• After 30 days, within 6 months: If a fault develops (e.g., an unexpected, significant quality issue not related to typical degradation) after 30 days but within six months of delivery, we will have one opportunity to repair or replace the faulty coffee. If the repair or replacement is unsuccessful, you can then claim a refund or a price reduction.
• After 6 months: If a fault develops after six months, you would need to prove that the product was faulty at the time of delivery.

In the case of faulty goods, we will cover the cost of return shipping.

4. Products Not Eligible for Return/Refund (unless faulty)

The following items are generally excluded from the right to cancel or return, unless faulty:

• **Opened bags of coffee beans:** As detailed in section 2, once the original sealed packaging of the coffee beans has been opened, for hygiene and freshness reasons, they are not eligible for return unless found to be faulty.

5. How to Initiate a Return

To initiate a return for either a cancellation or a faulty item, please contact us within the applicable timeframe at our portal.

Please provide:

• Your order number.
• The reason for the return (cancellation or detailed description of fault for coffee beans).
• Photographs if the item is faulty or damaged.

We will provide you with instructions on how and where to send your package of coffee beans.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on this policy.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 calendar days of us receiving the goods back (or 14 days from you providing proof of return, if earlier).
• Original shipping costs will be refunded for cancellations within the 14-day cooling-off period, unless you chose a more expensive delivery option than the standard delivery offered. For faulty items, all reasonable shipping costs (original and return) will be refunded.

7. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

8. Contact Us

If you have any questions about our Refund Policy for coffee beans, please contact us:

• By filling out the contact form on our website: www.laguanegra.com