Returns and refunds policy

Last updated: August 5, 2026

This policy applies to purchases at coffeaproject.com and is administered by Juan José Aristizábal, responsible for Coffea Project. Nothing in this policy limits the non-waivable rights recognized by Colombian consumer-protection law.

How to submit a request

Email hola@coffeaproject.com and include:

• the buyer’s name;
• order number;
• email address used for the purchase;
• reason for the request;
• relevant photographs or documents, where applicable;
• your preferred way to receive a response.

We will acknowledge receipt and provide the applicable instructions. Do not send products back before receiving return instructions.

Right of withdrawal

Where legally applicable, the buyer may exercise the right of withdrawal within five (5) business days after receiving the product.

The product must be returned by the same means and in the same condition in which it was received. Shipping and other costs of a withdrawal return are the buyer’s responsibility.

Once withdrawal has been validly exercised, all necessary information supplied and the product returned in the condition required by law, we will refund the sums paid without deductions or withholding. For electronic purchases, the refund will be made within a maximum of fifteen (15) calendar days, to the payment instrument used or by a method agreed with the buyer.

Withdrawal does not apply to cases excluded by law, including perishable goods or goods that may deteriorate or expire quickly, personalized products and personal-use goods. For food-safety reasons, opened, unsealed, used or altered coffee bags will not be accepted under withdrawal. Each request will be assessed according to the product’s nature and condition, without affecting the legal warranty for defects, lack of quality or incorrect delivery.

Incorrect, incomplete or affected orders

If you receive a different product, an incorrect quantity, compromised packaging or a product that does not meet the stated conditions, contact us as soon as possible. We will verify the case and, where appropriate, arrange replacement, delivery of missing items or a refund at no cost to the consumer.

Legal warranty

Products are covered by the legal warranty regarding quality, fitness, safety and conformity with the information offered. For food products, the warranty will be assessed taking account of the best-before or expiry date, packaging condition, stated storage conditions and the nature of the product.

The warranty does not cover damage arising from improper storage, handling after delivery, incorrect preparation, normal wear or failure to follow product instructions. These exclusions do not apply where the damage is attributable to Coffea Project, the producer or the delivery.

Payment reversal

Where payment was made by card, debit or another electronic payment instrument and there is fraud, an unauthorized transaction, non-receipt, delivery of a different product or a defective product, the consumer may request a payment reversal in the cases provided by law.

The complaint must be submitted to Coffea Project within five (5) business days after the consumer became aware of the fraudulent or unauthorized transaction, should have received the product, or received the defective or different product. Within the same period, the consumer must notify the payment-instrument issuer through its channels.

The request sent to hola@coffeaproject.com must state at least the grounds, amount claimed, transaction identification and payment instrument charged. Where applicable, the product must be made available for return.

Cancellation before dispatch

You may request cancellation by emailing hola@coffeaproject.com. If the order has not been dispatched, we will try to stop it and arrange a refund. If it has already been handed to the carrier, the applicable withdrawal, warranty or reversal rules apply.

Refunds

Crediting times after processing may depend on Mercado Pago, the financial institution and payment method. Coffea Project will state the date on which it ordered the refund and retain evidence of the transaction.

International shipping quotes

If international delivery is not possible, or you decline the shipping quote before dispatch, we will cancel and refund the amount paid for the order.