Refunds & returns

Refunds & Returns

1 – Accepted Payment Methods

Caffèlab accepts payment only through the systems listed below:

  • Credit card (American Express, Visa, or Mastercard)
  • PayPal: an online payment system allowing any company or consumer with an email address to send and receive payments upon registration. Payment is processed through the PayPal payment platform.
  • Nexi Pay: secure payment method using credit and debit cards or innovative payment systems offered by Nexi.
  • Amazon Pay: payment through “Amazon Pay”; choosing this option redirects you to to complete product payments following Amazon Payments Europe S.C.A.’s procedures and terms agreed upon between the user and Amazon.
  • Cash upon Delivery: available only for shipments within Italy and for orders under €100. Payment is made in cash upon product receipt. A shipping fee of €5.90 is required for cash on delivery orders. Peronals financial information (e.g., credit card number or expiration date) will be solely handled by payment circuits or the credit institution. The seller will only use this information to complete product payment procedures, issue refunds for undelivered products, or process returns following the buyer’s exercise of the right of withdrawal described in the subsequent Paragraph 2, or to prevent and report site fraud to law enforcement agencies.

2 – Buyer’s Right of Withdrawal

2.1) The buyer has the right to withdraw from the contract within 10 (ten) working days from the day they received the products purchased on the site. To exercise this right, the buyer must send the return form to the seller’s address (Via delle Torri 55, 50142 / Florence Italy) by registered mail with return receipt. The communication can also be sent via email within the same timeframe, provided it is confirmed by registered mail with return receipt within 48 (forty-eight) hours.

The products must be returned and reach the seller within 30 (thirty) working days from their receipt date. The only expenses incurred by the buyer for exercising the right of withdrawal, as per Paragraph 2, are the direct return shipping costs to the seller.

2.2) The buyer will be considered to have correctly exercised the right of withdrawal if all the following conditions are met:

  • The return form must be correctly completed and sent to the seller.
  • The products must not have been opened, and packaging seals must remain unaltered and undamaged.
  • Wrappers and labels must be in perfect condition.
  • The returned products must be in their original, perfectly sealed packaging.
  • Returned products must be sent to the seller in a single shipment.
  • The Seller reserves the right not to accept items from the same order returned and shipped at different times.

2.3) If the buyer has exercised the withdrawal in accordance with Paragraph 2.2 above, the seller will refund the entire price of the purchased products, excluding the shipping costs for the original product delivery unless the return results from a cause attributable to the seller.

Upon receiving the buyer’s return and confirming that all requirements from Paragraph 2.2 are met, the buyer will receive an email confirming the return acceptance, and the seller will initiate refund procedures within 30 (thirty) working days from the date the seller became aware of the buyer’s exercise of the right of withdrawal.

It’s understood that the actual time for reimbursement or return of the amounts paid by the buyer for product purchases will also depend on the credit/debit card used.

Additionally, if there is no correspondence between the product recipient indicated in the order form and the individual who made the payment for their purchase, the seller will refund the amounts resulting from the buyer’s withdrawal to the person who made the payment.

2.4) In the event that the buyer has not exercised the withdrawal in accordance with Paragraph 2.2) and the buyer’s return cannot be accepted because it does not comply with the above conditions, the seller will inform the buyer via email. In this case, the buyer can choose, by communicating via email to the seller, to receive the purchased products at their expense. If the buyer is not interested, the seller reserves the right to retain the products and the corresponding amount for the purchase of said products.