Refund policy

RETURNS, COFFEE AND ACCESSORIES

At Kasa we distinguish between:

  • Coffee products (whole bean or ground).

  • Accessories (equipment, utensils, etc.).

10.1. Whole bean coffee and ground coffee

We work with specialty food products, so we must ensure their safety, traceability and hygiene.

As a general rule, we do not accept returns of coffee due to a change of mind, personal taste or other similar reasons, without prejudice to any rights you may have as a consumer.

However, and without limiting your legal rights:

  • If the whole bean coffee packaging is sealed, has not been personalised and you are a consumer within the European Union, you may exercise your right of withdrawal within 14 calendar days from delivery, provided that the product is in perfect condition, unopened and in its original packaging.

  • Coffee ground at the customer’s request (grind selection or other personalised instructions) is considered a product made to the consumer’s specifications and, in accordance with consumer regulations, is not subject to withdrawal once prepared, except in cases of defects or shipping errors.

  • In all cases, any coffee product that has been unsealed (opened) cannot be returned for reasons of health and hygiene protection, unless it is defective or does not match the order placed.

If the coffee arrives damaged, in poor condition, or does not match what you ordered, you must contact us immediately at hola@kasa.coffee, attaching photos if possible and indicating the order number. We will review the case and offer you an appropriate solution (replacement, refund, etc.).

10.2. Accessories: 30-day policy

For accessories, you have a period of 30 calendar days from receipt of the order to request a return.

For us to accept the return, the item must be:

  • In the same condition in which you received it.

  • Unused.

  • With the original tags and packaging.

  • Accompanied by proof of purchase (order number, invoice or receipt).

HOW TO START A RETURN

To start a return (for accessories or, in legally permitted cases, for coffee):

  1. Write to us at hola@kasa.coffee indicating:

    • Order number.

    • Product(s) you wish to return.

    • Reason for the return.

  2. We will let you know whether the return is appropriate and, where applicable, the shipping address:

    [RETURN ADDRESS]

  3. Unless we state otherwise, the direct return costs (shipping) will be at your expense.

Returns that have not been previously notified and authorised by email will not be accepted.

RIGHT OF WITHDRAWAL (EU CONSUMERS)

If you are a consumer and the order is shipped within the European Union, you have a period of 14 calendar days from receipt of the products to withdraw from the contract without giving any reason, in accordance with consumer protection regulations, except in cases of legal exceptions (for example, personalised products, goods unsealed for hygiene or health reasons, etc.).

To exercise this right, it is sufficient to notify us of your decision to withdraw from the contract by sending an email to hola@kasa.coffee within the indicated period. You may use a model withdrawal form, although this is not mandatory.

Once we have received your withdrawal and, where applicable, the returned products, we will proceed with the refund under the terms set out in the following section.

REFUNDS

Once we receive the returned products, we will inspect them and inform you whether the refund has been approved.

If approved:

  • We will issue the refund without undue delay and, in any event, no later than 14 calendar days from the date on which you informed us of your decision to withdraw or from the date on which we confirm acceptance of the return.

  • We may withhold the refund until we have received the goods or until you provide proof of their return, whichever occurs first.

  • The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise.

In the case of returns due to faults, defects, or receipt of an incorrect product, we will also refund, where applicable, the initial shipping costs and the return costs, in accordance with applicable regulations.

If more than 14 days have passed since we confirmed acceptance of the return and you have not received the refund, please contact us at hola@kasa.coffee.