Returns, Exchanges, and Product Replacements

We strive to ensure that every customer is satisfied with their purchase. If, for any reason, you need to return, exchange, or replace an item, please review the terms and conditions below.

1. Return of goods of substandard quality

In accordance with the Law of Ukraine “On the Protection of Consumer Rights,” the buyer has the right to return goods of unsatisfactory quality or exchange them for similar items.

Signs of a product of substandard quality include:

• expiration date at the time of purchase;
• the presence of mold, rot, foreign objects, or insects inside the package;
• a breach of the factory packaging’s seal due to the fault of the manufacturer or the Seller;
• A discrepancy between the actual content and the information stated on the label.

The Seller is fully responsible for the return shipping costs for such merchandise.

How to Request a Refund

1. Please contact the online store manager by phone, Viber, or Telegram at the following numbers:
   +38 (068) 364-44-05, +38 (093) 014-87-62. These contact numbers are also listed at the bottom of this page.
2. Please provide your order number and describe the product defects in detail.
3. The manager will let you know where and how to ship the goods.
4. After receiving the package, the Seller will inspect the condition of the merchandise.

The inspection is conducted within 14 calendar days of receipt of the goods.

Once the inspection is complete, the Seller:

• will refund the funds to your bank card; or
• We will replace the item with a similar one at your request.

2. Replacement of a Product of Acceptable Quality

The replacement of a product of satisfactory quality after the package has been opened and the product has been partially used is an additional loyalty program offered by the Seller. Such replacement is carried out exclusively under the terms set forth in the Public Offer Agreement and is not an obligation of the Seller under Ukrainian law.

If, after opening the package and tasting the coffee, its flavor does not meet your expectations, the seller may offer to replace the product.

A replacement is possible under the following conditions:

• no more than 50 g of coffee was used;
• The item must be returned in its original packaging;
• The exchange is made only once;
• The new product has the same price.

The Seller is fully responsible for the costs of returning the merchandise and delivering a replacement.

How to Request a Replacement

1. Please contact the online store manager.
2. Please provide your order number and describe exactly what you are not satisfied with.
3. A manager will help you find another product that best meets your needs.
4. The manager will let you know where and how to ship the goods.
5. Upon receipt of the merchandise, the Seller will inspect its condition.

Products may be exchanged within 14 calendar days of receiving the package.

3. Returns or Exchanges of Items Sent in Error

If the Seller mistakenly ships the wrong item, the Seller is responsible for all costs associated with its return and reshipment.

The item must show no signs of use, and its original condition and completeness must be fully preserved.

How to Submit a Request

1. Please contact the online store manager.
2. Please provide your order number and describe the issue.
3. The manager will review the information and let you know the next steps.
4. Once the error has been confirmed, the Seller will arrange for the return of the item.

Within 14 calendar days of the confirmation of the request, the Seller shall:

• ship the correct item; or
• will refund the funds to your bank card.

All shipping costs are paid by the Seller.

4. Returning Goods Damaged During Shipping

Returns of goods damaged during shipping are handled in accordance with the Law of Ukraine “On the Protection of Consumer Rights” and the carrier’s rules.

Until the Buyer accepts the goods, the Seller or the carrier is responsible for their integrity.

Procedure

Step 1. Document the damage

When receiving the goods, you must:

• inspect the goods in the presence of a representative of the carrier;
• prepare a damage report (claim form);
• take photos or videos of any damage to the packaging and the merchandise;
• refuse to accept damaged merchandise.

It is not recommended to pick up damaged goods from the carrier’s facility, as this may make it more difficult to determine the cause of the damage and identify the party responsible.

Step 2. Notify the Seller

Please contact the online store manager and send:

• photos;
• a copy of the damage report;
• Your order number.

Step 3. Reviewing the Request

The seller will contact the carrier and investigate the circumstances of the damage.

The review is conducted within 14 calendar days of receiving the request.

Once the inspection is complete, the Seller:

• will refund the funds to your bank card; or
• will replace the item.

The buyer does not pay any costs associated with returning or replacing a damaged item.

5. Receiving an Incomplete Order

The customer must check that the order is complete upon receipt.

If any goods are found to be missing, it is recommended to immediately draw up a nonconformity report in the presence of a representative of the carrier.

You must notify the Seller of any missing items immediately upon receipt of the merchandise or no later than three calendar days from the date of receipt of the package.

If the shortage is confirmed, the Seller is responsible for rectifying the deficiency.

How to Submit a Request

1. Please contact the online store manager.
2. Please provide your order number.
3. Please indicate which items were received and which are missing.
4. The manager will review the information and suggest one of the possible solutions.

Possible Solutions

Free shipping

The seller will ship the missing items at their own expense, including shipping costs.

Proportional Refund

If the out-of-stock item is no longer needed by the Buyer or is unavailable, the Seller will refund the cost of the undelivered portion of the order to the Buyer’s bank card.

Compensation

By mutual agreement, the Seller may offer the Buyer a promo code, bonuses, or another form of compensation.

Full refund

If, due to an item being missing, the product cannot be used for its intended purpose, the Buyer has the right to return the entire order. In this case, the Seller will refund the full purchase price to the Buyer’s credit card.

Any of the specified solutions will be implemented within 14 calendar days after the request is confirmed.

All shipping costs for incomplete orders are borne by the Seller.

Contact Information

If you have any questions regarding returns, exchanges, or replacements, please contact the online store’s customer service representatives:

Phone: +38 (068) 364-44-05

Phone: +38 (093) 014-87-62

Viber and Telegram —at the numbers listed.