Return policy
Our return policy
Our policy can be summed up as follows: satisfaction guaranteed or your money back. If our product has a design flaw or arrives damaged, you will either receive a refund or a replacement order will be sent to you.
If you are not satisfied with our products, please contact our customer service department at contact@cafecolo.com.
First, we will try to find a solution to your problem together.
If we are unable to do so, you will be reimbursed according to the conditions set out below.
We are not responsible for any damage that occurs after our products have been received in good order.
Exchange and refund conditions
Our exchange and refund policy lasts 14 days.
If 14 days have passed since receiving the product , we unfortunately cannot offer you a refund or exchange.
Any item that is not in its original condition, is damaged, soiled or has missing parts will be charged according to the scale indicated in the return shipping costs section.
Consumable items (lids, seals, etc.) that have been unpacked or used cannot be returned or exchanged.
Any item that is returned more than 14 days after delivery, with proof from the post office, will not be eligible for a refund or exchange.
If you exercise your right of withdrawal, we must receive the returned package within 14 days of your withdrawal request. If this is not the case, we will not accept the return.
How do I make a return?
To process your return, we require a receipt or proof of purchase. Email us at contact@cafecolo.com with your order number to request a return and await our instructions.
If you send the item to an address other than the one we provided, we cannot guarantee that we will receive the product and we cannot offer a refund if the package is lost.
If the return is accepted, the customer must provide proof of shipment with a tracking number.
We will send you the return address by email.
Refund (if applicable)
Once your return has been received and inspected by our team, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.
If your request is approved, your refund will be processed within 15 days of its approval by our services.
An €8 fee is deducted from returns for refunds. This fee covers a contribution to logistics costs.
Late or missing refunds (if applicable)
If you have not yet received a refund, first check your bank account again.
Next, contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. It often takes some time for a refund to be processed.
If you have done all of this and you still have not received your refund, please contact us at the following address: contact@cafecolo.com
Exchange
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at contact@cafecolo.com and we will provide you with instructions.
In the event that the customer requests an exchange because they have made a mistake with the product reference or for any other reason not due to an error on our part (change of mind of the customer, etc.), processing and reshipping fees will be charged at a rate of 15% of the order amount with a minimum of €5.95 per order.
Shipping
To return your product, you must send us an email to contact@cafecolo.com and we will tell you the steps to follow.
The costs of returning the products remain the responsibility of the buyer and are therefore non-refundable.
The time it takes for the exchanged product to reach you may vary depending on where you live.
You must use a trackable shipping service. We cannot guarantee that we will receive your returned item, and the tracking number is the only valid proof.
It is important that the returned item be in its original condition and packaging. Any missing or damaged items will be charged according to the following scale.
In the event that the package cannot be delivered to the address indicated by the delivery service due to a lack of information, an incorrect or incomplete address, the reshipping costs will be charged to the customer for the return of the order according to the scale indicated below.
If the package is refused by the customer or if the request does not concern a problem of conformity of the delivered product, the delivery costs remain the responsibility of the customer.
Fee schedule
In the event that any items are missing or damaged, or for any other reason mentioned above, deductions from your refund will be applied according to the following scale:
- Soiled or damaged product: 50% of the item's value with a minimum of €8 per item
- Damaged or missing product packaging: €5 per package
- Missing or broken item: product value
- Shipping costs: €9.95 / parcel within Metropolitan France
- Shipping costs: €19.95 per package for the rest of the world