Política de reembolso

Eligible Products for Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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.

Return Request Process

To start a return, you can contact us at hello@roscoffee.es with the following information:

• Order number.
• Description of the issue.
  

Please note that returns will need to be sent to the following address: Travesia de Paracuellos 5, Nave 3, 28864, Madrid, Spain.

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. We will cover the return and reshipping costs. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@roscoffee.es.

Exceptions / non-returnable items

We cannot process returns in the following cases:

• The product has been opened or used.
• The return request is made after the 30-day return policy.
  
• If the recipient is absent at the time of delivery, the shipping company will attempt to contact them via phone, SMS, and/or email to arrange a new delivery date. If these attempts are unsuccessful and the package is returned to us, ROS Coffee is not responsible for the failed delivery or the associated costs.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. As above, your item must be in the same condition that you received it, unworn or unused, with tags, 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 hello@roscoffee.es.

Customer Service Contact

For any questions or issues related to returns, please do not hesitate to contact us:

Email: hello@roscoffee.es

Customer Service Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. (local Spain time).