Refund and Returns Policy

How to buy?

It is very easy to buy in our store, in the different categories shown in the menu select the products that interest you, in the tabs of each of these products click on the “Add to cart” button to include them in the shopping cart. Use the search system if you want to find other products you want to buy. You will always find the search field at the top right of the menu on any page of the store. It’s the fastest option. Once you have included all the products you want in the shopping cart, you can place the order using the Checkout button. In the basket you will be able to see all the selected products. At any time you can change the quantities, add a product or delete one if you wish. The VAT of all products within the shopping cart is added and broken down below the subtotal of the purchase. The total price of the purchase always contains VAT, it only appears at the bottom at an informative level. When you accept the basket and proceed with its shipment, you only have to finally indicate your personal billing and shipping information. On that screen you will have the option to register with your email and a password for future purchases.

Forms of Payment

Payment can be made in the following three ways: by Secure Payment with Paypal or by Secure Payment with La Caixa Virtual POS (VISA, MasterCard, Maestro and IUPAY cards). The system will guide you at all times in the payment process in the option you have chosen.


Payments will always be in Euros at the time of payment.

Shipping costs and delivery times

Shipping costs depend on the city of destination, below, we indicate the available options and their delivery times: For orders over € 60,000, shipping is free. (Except international shipments).

Shipments to mainland Spain

Shipments to mainland Spain will be made through: Delivery in MRW Agency mainly or any other contracted supplier: • Your order will arrive at the address indicated before 48h* (working). • You will receive a message prior to the arrival of your order and you can modify the arrival of it. If the delivery cannot be made (for any reason) we will contact you at the number you leave in your shipping information. • The shipping cost is calculated using the shipping calculator prior to purchase. • In this shipping method, cash on delivery is not accepted. • Saturdays, Sundays and holidays are not considered working days. • An order placed on a Friday later than 12:00, would be delivered to the agency on Monday for delivery the next day. IMPORTANT: We are aware of the urgency you have to receive your order, so we work so that most of the orders received from Monday to Friday before 12:00 will be delivered that same day to the transport company, so that you receive it the next day (business). Sometimes, due to accumulation of orders, lack of stock, preparation times, etc., your order may be delayed a little longer and you would receive it within 72 business hours. If we could not meet this deadline, we would contact you, either by email or by phone, to notify you of the estimated delivery time and you would tell us if you want to wait or cancel your order.

Shipments to the Balearic Islands

Delivery at NACEX Agency: • Your order will arrive at the customer’s home before 72H* (business hours). • In case of impossibility of delivery, a notice is left for the client to contact the agency and arrange a second delivery. • In shipments to the Balearic Islands, we usually choose the transport agency that best suits the shipment. That is why we reserve the right to use other agencies other than MRW or Correos Express.

Shipments to the Canary Islands

In shipments to the Canary Islands, in part of the cost of shipping, a fixed cost of entry, fixed cost of exit and cabildo will be charged by the shipping company.

Shipments to Portugal

In shipments to Portugal, we choose the optimal transport company based on the weight and size of the package. Shipments usually arrive within 72 business hours from the delivery of the package to the transport agency. In case of impossibility of delivery, a notice is left for the client to contact the agency and make a second delivery.

Shipments to the rest of Europe

We ship to Europe (check availability in the calculator, before finalizing the order) through the optimal transport agency depending on the country of destination. Packages usually take 8-10 business days. The delivery observations indicated by the customer (call before, delivery time, delivery at the door, etc.) will be transferred to the transport agency, which in turn will try to comply with them without prejudice to the fact that no binding obligation is generated in this regard. Orders are not served to post office boxes either. In any case, delivery times will be counted from the time the goods are delivered to the carrier and working days. Orders received before 12:00 will be delivered the same day to the carrier, orders received after 12:00 will be delivered the next day. At the time your order is delivered to the carrier, a message will be sent with the shipping details to the customer. Occasionally we may send the merchandise through other transport companies. We do not ship by post.

Status of orders

Once the payment of the order has been made, each change in the status of the order will be notified by email, being processed at the time at which the payment has been received and completed when the shipment has been made.


Procesos del Café SL Allows returns according to the law of distance selling, 14 days from the receipt of the product, in case of a defective product the return period is 30 days. If any of the products have not arrived in correct condition or have been sent erroneously, you must communicate it by phone or email, indicating the incident and the order number. You must return the erroneous or defective products through the Post Office service. After the return and verification of the incident, the defective products will be returned or the money will be refunded (including shipping costs). In voluntary returns, if you are not satisfied with the order or for any other reason, you must indicate it by phone and / or email and send the order to Procesos del Café, the shipping costs are borne by the customer, once the shipment is received you will proceed to the refund of the money. The shipping costs incurred will not be refunded. For coffees susceptible to contamination or manipulation, the return is only allowed if the product has not been opened, except if the product is not correct. In add-ons, return is only allowed if the product has not been used, except if the product is defective. In products made to order, personalized, no returns are allowed except for manufacturing defect, never by mistake when choosing the design and personal configuration criteria of the product.


If you are hiring as a consumer and user, you have the right to withdraw from this contract within 14 calendar days without the need for justification. The withdrawal period will expire 14 days from the day that you or a third party you indicate, other than the carrier, acquires material possession of the last of those products. To exercise the right of withdrawal, you must notify Procesos del cafe SL., with address at Carrer de Vilamajor 26 (Polígono Industrial “Cal Pinxo”) 08410 – Vilanova del Vallès (Barcelona) or to the mail [email protected] the decision to withdraw from the contract, by means of an unequivocal statement (for example, a letter sent by postal mail or email). You can use the model withdrawal form below:


I hereby inform / communicate * that I withdraw from my / withdraw from our * contract of sale of the following product /: 

– order the * / received the * 

– name of the consumer or consumers 

– Address of the consumer or consumers 

– Date 

– Signature (if presented on paper)

 (*) Delete what does not correspond To meet the withdrawal period, it is enough that the communication regarding the exercise on your part of this right is sent before the corresponding period expires.


In case of withdrawal on your part, we will proceed to reimburse you for the payments you have made, except for the shipping costs without any undue delay and, in any case, within 14 days from the date on which we have been informed of your decision to withdraw from this contract. The refund will be made using the same means of payment that you used for the initial transaction. We will not charge you any expenses as a result of the refund. We may withhold the refund until we have received the products, or until you have presented proof of the return of these, depending on which condition is met first.

The products must be returned or delivered no later than 14 days from the date you inform us of your decision to withdrew the contract.

The deadline will be considered fulfilled if you return the products before the 14-day period has expired. 

You should only cover the depreciation in the value of the products if it is the result of improper handling of the merchandise when examining its condition, properties and operation.


You will not have the right to withdraw from the contract whose purpose is the supply of any of the following products:

  • The supply of goods that may deteriorate or expire quickly. 
  • The supply of sealed goods that are not suitable to be returned for health protection or hygiene reasons and that have been unsealed after delivery.

Your right to withdraw from the contract will apply exclusively to those products that are returned in the same conditions in which you received them. No refund will be made if the product has been used beyond the mere opening of it, of products that are not in the same condition in which they were delivered or that have suffered some damage, so you must be careful with the product(s) while they are in your possession. 

Please return the item using or including all its original packaging, instructions and other accompanying documents.

You will be able to make returns:

  • You can return the products to us at our facilities. In this case, you must deliver along with the item, the electronic ticket that you will have received attached to the Shipping Confirmation, which is also kept in your account on the website. You can present the electronic ticket by showing it digitally through the screen of your mobile device or by having it printed.
  • Through courier assuming the return costs.


In cases where you consider that at the time of delivery the product does not comply with the provisions of the contract, you must contact us immediately through our contact channels, providing the data of the product, as well as the damage it suffers and we will tell you how to proceed. You can return the product at our facilities or through a courier company. We will proceed to carefully examine the returned product and will notify you by e-mail within a reasonable time if the refund or replacement of it is appropriate (if applicable). The refund or replacement of the item will be made as soon as possible and, in any case, within 14 days from the date on which we send you an email confirming that the refund or replacement of the non-conforming item is appropriate. The amounts paid for those products that are returned due to a defect or defect, when it really exists, will be refunded in full, excluding delivery costs. The return will be made in the same payment method that was used to pay for the purchase.


If you contract as a consumer and user, we offer you guarantees on the consumer goods that we market through this website, in the legally established terms for each type of product, responding, therefore, for the lack of conformity of these that manifests itself within two years from the delivery of the product. It is understood that the products are in accordance with the contract provided that (i) they conform to the description made by us and possess the qualities that we have presented on this website, (ii) they are suitable for the uses for which products of the same type are ordinarily intended and (iii) they present the usual quality and performance of a product of the same type that are reasonably expected. In this sense, if any of the products are not in accordance with the contract, you must bring it to our attention by following the procedure detailed in the previous section and through any of the means of communication provided for this purpose.


Your comments and suggestions will be well received. We ask you to send us such comments and suggestions, as well as any questions, complaints or claims, through our contact channels or the postal or email address indicated in the clause of these Conditions. In addition, we have official complaint forms available to consumers and users. You can request them through our contact channels. Your complaints and claims to our customer service will be addressed as soon as possible and, in any case, within the legally established period. If as a consumer you believe that your rights have been violated, you can direct your complaints to us through our email address in order to request an out-of-court settlement of disputes. In this sense, if the acquisition has been made online through our website, in accordance with Regulation No. 524/2013 of the EU, we inform you that you have the right to request with us an extrajudicial resolution of consumer disputes accessible through the Internet address