This policy applies to the following products:

• Roasted coffee in 125 g, 250 g and 453 g presentations.
• Coffee cream in a 780 ml bottle.

Because these are food products, returns are subject to specific hygiene, safety and product-condition requirements.

Return or guarantee requests will be accepted only in the following cases:

• The product arrives in poor condition.
• The product arrives open or with damaged or compromised packaging.
• The product received is different from the product ordered.

Customers must report any issue within a maximum period of 48 hours after receiving the order.

Requests submitted after this period may not be accepted by DUQCAFÉ.

To begin a return, exchange or guarantee request, the customer must:

1. Contact DUQCAFÉ through one of our official channels.
2. Provide evidence showing the condition of the product.

The following evidence may be required:

• Photographs of the product received.
• Photographs of the packaging.
• A video of the package opening, preferably recorded at the time of delivery or immediately afterwards.

Return shipping costs will be assigned according to the cause of the request:

• DUQCAFÉ error or product in poor condition: DUQCAFÉ will cover the applicable shipping costs.
• Customer ordering error: the customer will be responsible for the return shipping costs.
• Return due to change of mind: the customer will be responsible for the shipping costs.

Once the request has been reviewed, DUQCAFÉ may offer one of the following solutions:

• Replacement of the product.
• Refund of the applicable amount.
• Store credit or a coupon for a future purchase.

The most appropriate solution will be determined according to the specific circumstances of each case.

When a return is requested due to an error made by the customer:

• The product must remain unopened.
• The product must be in perfect condition.
• The original packaging must be complete and undamaged.

Once DUQCAFÉ receives and inspects the product, the applicable refund will be processed if all conditions are met.

Returns will not be accepted in the following cases:

• The product has been opened or consumed.
• The product was stored improperly after being received by the customer.
• The request is based solely on personal preference, such as not liking the flavor, aroma or product characteristics.

DUQCAFÉ reserves the right to evaluate each request individually before approving a return, exchange, guarantee or refund.

Our goal is to provide every customer with a transparent, fair and high-quality purchasing experience.