We want every Caffè Perrucci order to arrive correctly and meet reasonable customer expectations. This policy explains the conditions for returns, exchanges, cancellations and refunds.
Customers may request a return or exchange where permitted by applicable law and subject to the conditions described in this policy.
To request a return, please contact Caffè Perrucci using the contact details provided below and include your order number and relevant information about the product.
Returned items must generally be in their original condition, unused and, where applicable, in the original packaging.
A return request should be submitted within the period allowed by applicable consumer protection law or within any additional return period expressly offered by Caffè Perrucci.
The return period is generally calculated from the date the customer receives the order.
Requests submitted outside the applicable return period may be declined unless the product is defective or another legal right applies.
Due to hygiene, food safety and quality requirements, opened, used or unsealed coffee products and other consumable products generally cannot be returned unless they are defective, damaged, incorrectly supplied or otherwise subject to a mandatory legal return right.
Unopened products may be eligible for return where legally permitted and where the product remains in its original saleable condition.
Coffee machines, accessories and other equipment may be returned where the return conditions are satisfied.
Products should be returned with all supplied components, accessories, manuals and original packaging where reasonably possible.
Products showing damage resulting from improper use, misuse, unauthorised modification or improper installation may not qualify for a standard return or refund.
If you receive a damaged, defective or incorrect product, please contact us as soon as reasonably possible.
Please provide your order number and, where useful, photographs or other information that helps us identify the issue.
After reviewing the request, we may offer a replacement, exchange, repair or refund as appropriate.
Customers may contact us to request cancellation of an order before it has been dispatched.
If the order has already been processed or handed to the delivery provider, cancellation may no longer be possible and the return procedure may apply instead.
If a successfully paid order is cancelled before dispatch, any applicable refund will be processed using the refund procedure described below.
Once an approved return is received and inspected, we will notify the customer regarding the status of the refund.
Approved refunds will normally be returned using the original payment method, where technically possible.
The time required for the refunded amount to appear on the customer's account may depend on the payment provider, bank or card issuer.
Original delivery charges may be non-refundable where the return is based solely on a change of mind, subject to applicable law.
Where the return is caused by an incorrect, damaged or defective product supplied by us, applicable return or delivery costs will be handled according to the circumstances and legal requirements.
Before returning a product, customers should contact us for return instructions.
Products should not be sent to an address other than the return address confirmed by Caffè Perrucci.
The responsibility for return shipping costs will depend on the reason for the return and applicable consumer law.
Certain products may not be eligible for return where permitted by applicable law, including opened food or consumable products, personalised items, products damaged through misuse and items that cannot reasonably be resold for hygiene or safety reasons.
This limitation does not affect any mandatory rights relating to defective or incorrectly supplied products.
To request a return, exchange or refund, contact us and provide:
For any questions regarding a return, cancellation or refund, please contact Caffè Perrucci.
