Refund policy

Can I return all products?

Only returns of non-food products, such as coffee makers and merchandise, will be accepted. Unfortunately, bags of coffee cannot be returned for hygiene and food safety reasons.

What is the return period?

If you are not completely satisfied with your purchase, you can return it to our shop within 14 days from the day your order is delivered to you, provided that it is returned in its original condition and in its original packaging.

Return conditions

Possible return cases:

1) Non-food products (coffee makers and merchandise)

As a matter of shop policy, only returns of non-food products, such as coffee makers and merchandise, will be accepted. Unfortunately, bags of coffee cannot be returned for hygiene and food safety reasons.

2) The product is defective or has been damaged during transport

If the product has any defect, the customer may request its return, initially bearing the shipping costs, or make the return directly at our physical shop, located at C/Llull 199, Barcelona.

Once the product has been received, Sensorial Coffee Roasters will check the issue. If it is confirmed that the product was defective, we will replace it at no additional cost to the customer and the shipping costs incurred by the return will also be refunded.

To handle the issue, the customer must contact us at shop@sensorial.coffee, giving details of the problem and, where possible, attaching photos of the product and the packaging.

In the event of significant and visible damage to the packaging of the goods caused during transport, it is strongly recommended that the customer record the issue on the carrier’s delivery note and, if possible, take photos of the packaging and the product. The issue must be reported to shop@sensorial.coffee as soon as possible.

3) Withdrawal

Under Spanish law, the customer has the right of withdrawal, which allows them to return the product if it does not meet their expectations. This right may be exercised within a maximum period of 14 calendar days from receipt. However, if the product has been opened, the right of withdrawal does not apply, in accordance with Article 103 of Royal Legislative Decree 1/2007. The refund will be made once the condition of the product has been checked, within the following 14 calendar days, using the same means of payment that was used. Return costs, including shipping costs, shall be borne by the buyer.

Return shipping instructions

Fill in the printed return form included with the delivery note or contact us if you need help. Make sure you pack the items securely in the original order box or in suitable packaging. Use the return label provided inside the original box. Items must be taken to a Correos drop-off point within 14 days of receipt. Once we receive your return, we will process it within 1 to 5 working days and notify you by email when the credit has been issued. It is recommended to use the same procedure and transport company to facilitate tracking and secure the carriage.

Sensorial Coffee Roasters will not be liable for refunds or compensation in the event of loss, theft, tampering or damage to returned parcels.

How is my order refunded?

We will issue the corresponding refund once we have checked that the product is in perfect condition and has not been modified.

We make the refund using the same payment method used for the original purchase. If your order had additional transport and/or payment method charges, these amounts will not be refunded. Only the amount of the returned products will be refunded.

Last updated: 26 March 2024.