Refund policy
Last updated: October 2, 2026
Your right of withdrawal
Under EU and Spanish consumer law you can withdraw from your purchase within 14 days of receiving it, without giving a reason. At ROS Coffee we extend this to 30 days.
You can exercise this right electronically through our online withdrawal form: Submit withdrawal. If you use the form, we will confirm receipt by email without undue delay. You can also write to us at hello@roscoffee.es with your order number.
What can be returned
To be eligible for a return, the item must be unused, in the same condition you received it and in its original packaging, with proof of purchase.
The following cannot be returned:
- Coffee that has been opened. Coffee is a food product sealed for freshness and hygiene, so once the bag has been opened it cannot be returned. Unopened bags can be returned as normal.
- Items returned after the 30-day period.
- Workshop places. Workshops are leisure services booked for a specific date, so the legal right of withdrawal does not apply to them. The cancellation and transfer terms for each workshop are shown on its page.
Damaged, defective or incorrect items
Please check your order when it arrives. If anything is damaged, defective or not what you ordered, contact us as soon as possible at hello@roscoffee.es with your order number and, if you can, a photo. We will replace it or refund you, and we cover all shipping costs. This does not affect the legal guarantee of conformity you have as a consumer.
How to return an item
Contact us first at hello@roscoffee.es or through the withdrawal form, and we will send you the return instructions. Returns go to: Travesía de Paracuellos 5, Nave 3, 28864 Ajalvir (Madrid), Spain. Items sent back without contacting us first may not be accepted.
If you return an item because you changed your mind, the cost of sending it back is paid by you. If the return is due to our mistake or a defect, we pay it.
Refunds
Once we receive and check your return, we will let you know the outcome. If approved, we refund the price of the items and the standard shipping cost you paid for the original delivery (not any extra cost of an express option), within 14 days of receiving your withdrawal, using the same payment method you used. We may wait until we have received the item back before issuing the refund. Your bank may need a few extra days to process it.
Exchanges
The quickest way to get something different is to return the original item and, once the return is accepted, place a new order.
Failed deliveries
If you are not at home when your parcel arrives, the courier will try to contact you to arrange a new delivery. If the parcel is returned to us because it could not be delivered, we will contact you to arrange sending it again, and the cost of the new shipment may be charged to you.
Customer service
Email: hello@roscoffee.es
Monday to Friday, 9:00 to 17:00 (Spanish time)