Refund policy

Due to the nature of our products (tea and coffee), for food safety reasons, we cannot accept returns on food items once the seal is broken or the packaging is opened.

To start a return in case of damaged or incorrect items, you can contact us at mail@koyospecialitycoffees.com. Please note that returns will need to be sent to the following address: [CÍMED, ALJEZUR, PORTUGAL]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mail@koyospecialitycoffees.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food/coffee/tea), custom products (such as special orders or personalized items), and personal care goods. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Important: As per EU law, this right does not apply to sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (such as opened coffee or tea). For a valid return, your item must be in the same condition that you received it, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at mail@koyospecialitycoffees.com.