Refund policy
Refund Policy
1. RIGHT OF WITHDRAWAL
The Customer has the right to withdraw from the purchase contract for any reason, without providing any explanation and without incurring any penalty, except in the cases expressly excluded under Section IV below.
To exercise this right, the Customer must send a written notice to Essentzia within 14 days from the date of receipt of the Products by registered mail. If the Customer wishes to exercise the right of withdrawal before receiving the Products, the withdrawal notice may be sent at any time prior to delivery.
The notice must be sent by registered mail with return receipt to:
Essentzia Coffee Project
Via Santa Gilla 129A
09122 Cagliari (Italy)
and anticipated by email to:
Upon receipt of the notice, Essentzia Customer Service will open a return request and provide the Customer with instructions regarding the return procedure.
A flat return shipping fee of €5.00 will be charged to the Customer.
The right of withdrawal is subject to the following conditions:
-
The right applies to the Product purchased in its entirety. Therefore, if a Product consists of multiple components or parts, withdrawal cannot be exercised with respect to only part of the Product.
-
In the event of withdrawal, Essentzia will refund the full amount paid for the returned goods, including shipping costs where applicable, within 14 days from the date on which the withdrawal notice is received. Essentzia reserves the right to withhold the refund until the goods have been received. Refunds will be issued using the same payment method used by the Customer.
-
Products must be returned in the same box in which they were received.
In addition to the cases mentioned in the Introduction (non-consumer customers and/or customers requesting an invoice), the right of withdrawal is excluded in the following cases pursuant to Article 59 of Legislative Decree 21/2014:
-
Orders for products made or packaged to the Customer's specifications. For clarity, this category includes coffee roasted to order, regardless of variety and/or package size.
-
Orders for products liable to deteriorate or expire rapidly.
-
Orders for sealed products that are not suitable for return for health protection or hygiene reasons and which have been opened after delivery.
With regard to the exclusions listed above, the Customer acknowledges and accepts that all food products offered on the Website fall within the categories of "products made or packaged to the Customer's specifications" and/or "products liable to deteriorate or expire rapidly," since the characteristics and quality of such products may be altered due to improper storage.
Therefore, for hygiene and consumer protection reasons, the right of withdrawal applies exclusively to non-food products purchased through the Website that can be returned to the market without risk to consumer health (such as gadgets, accessories, utensils, etc.).
Where the right of withdrawal is excluded, Essentzia shall return the purchased Products to the Customer, charging the Customer the related shipping costs.
2. WARRANTY AND LACK OF CONFORMITY
In the event of a lack of conformity of Products sold by Essentzia, the Customer must immediately contact Customer Service at:
The statutory warranties provided under Articles 129, 130, and 132 of the Italian Consumer Code apply to all Products sold.
The Customer is entitled, at their discretion and where the nature of the Product allows, to have the Product restored to conformity free of charge through repair or replacement, or alternatively to an appropriate price reduction or termination of the contract.
The Customer shall lose these rights if they fail to notify Essentzia of the lack of conformity within two months from the date on which the defect was discovered, unless the Product is by nature perishable or subject to a shorter expiry period, in which case the defect must be reported within such shorter period.
3. ERRORS AND LIMITATION OF LIABILITY
The information relating to Products provided through the Website is constantly updated. However, it is not possible to guarantee the complete absence of errors, for which Essentzia shall not be held liable except in cases of willful misconduct or gross negligence.
Essentzia reserves the right to correct errors, inaccuracies, or omissions even after an order has been submitted, and to modify or update information at any time without prior notice, without prejudice to the Customer's rights under these General Conditions and the Consumer Code.
Except in cases of willful misconduct or gross negligence, any right of the Customer to compensation for damages or indemnification is excluded, as is any contractual or non-contractual liability for direct or indirect damage to persons and/or property resulting from the non-acceptance or non-fulfillment, whether total or partial, of an order.
4. COMPLAINTS
Any complaints must be submitted by registered mail with return receipt to:
Essentzia Coffee Project
Via Santa Gilla 129A
09122 Cagliari (Italy)
Essentzia undertakes to respond to all requests received within a maximum of seven (7) working days.
5. APPLICABLE LAW AND JURISDICTION
The sales contract between the Customer and Essentzia shall be deemed concluded in Italy and governed by Italian law.
For disputes relating to the interpretation, execution, or termination of these General Conditions or individual purchase orders:
-
If the Customer qualifies as a consumer under the Consumer Code, jurisdiction shall lie exclusively with the court of the Customer's place of residence or domicile in Italy.
-
In all other cases, exclusive jurisdiction shall lie with the Court of Cagliari, to the exclusion of any other competent court.
Pursuant to Article 1341 of the Italian Civil Code, the Customer declares that they have read and specifically approved the following clauses of these General Conditions:
-
Article 6 (liability for delivery delays)
-
Article 10 (right to correct errors – limitations of liability)