At Kaffee, we prioritize customer satisfaction. If any inconvenience arises with your product, you can initiate a claim for resolution.

Deadline to file a claim

The customer has 48 hours from receipt of the order to file a complaint.

Types of claims

  • Manufacturing defects: If the product has manufacturing defects that affect its operation.
  • Incorrect product: If you have received a product that does not match the order placed.
  • Damaged product: If the product has been damaged during the shipping process.

Claim process

Send an email to [email protected] with the reason for the claim. Be sure to include:

  • Clear photographs showing the defect, damage or error of the product.
  • A copy of your identity document.
  • The purchase invoice. If you do not have it available, we can verify the date of purchase in our records.

Evaluation of the claim:

We will evaluate your request within 2 to 3 business days and contact you to let you know if the claim is approved and what the next step will be.

Resolution of the claim:

If the claim is approved, we will proceed to offer you the following resolution options, depending on the nature of the problem:

  • Product replacement: We will send a new product of the same type.
  • Full refund: A full refund will be issued using the same payment method used for the purchase.
  • Exchange for a product of equal value: You may choose to exchange the product for another product available in our store, as long as the value is equivalent.

Conditions to proceed with the claim

  • The product must be in its original packaging or in one that guarantees its protection during the return shipment.
  • All original accessories, manuals and packaging must accompany the product.

Exceptions and restrictions

  • Offered or discounted products: May have additional restrictions for claims.
  • Food products: Not eligible for claims once opened, due to food safety regulations.
  • Normal wear and tear: Damage resulting from normal wear and tear of the product is not considered a defect.
  • Shipping address errors: Kaffee is not responsible for products shipped to incorrect addresses provided by the customer.