Refund policy

  1. Warranty Policy

In the event that a product purchased through CAFÉ COHETE S.A.S. presents operational problems or damage after receipt, the customer may contact CAFÉ COHETE S.A.S. so that it can provide adequate support for your warranty request. All warranty requests must meet the following conditions:

  • The product warranty must be valid.
  • The product must have the invoice and warranty documents. In the event that the product does not have a document certifying a warranty period, it must be less than 30 (thirty) days from delivery when it comes to methods and/or accessories for preparing tea or coffee. When it comes to coffee, the legal warranty term will be the expiration or expiration date of the product.
  • In the case of warranties on coffee, the customer will receive a replacement of the purchased coffee when the product's expiration date does not exceed 15 calendar days from the date on which it was delivered, or has the corresponding broken packaging.
  • The Customer will have to take a photo of the condition of the coffee or the method and/or filter for preparing this beverage and send it to the email contacto@cafecohete.com to be able to continue with the warranty process.
  • The product damage must be due to a manufacturing defect, technical failure, or irregularity. No warranty will apply if the product shows signs of misuse, care, or handling by the Customer.
  • CAFÉ COHETE S.A.S. has the right to replace or repair the purchased product or to refund the money used for the payment of the product.
  • At the consumer's choice, CAFÉ COHETE S.A.S. will pick up the product where it was delivered or the consumer may leave the product at a designated service point. In the latter case, CAFÉ COHETE S.A.S. will bear all shipping costs. If transportation is required for the goods, the costs must be borne by CAFÉ COHETE S.A.S.
  • The repaired product or the replacement product must be delivered to the consumer at the same place where they requested the legal warranty, unless the Customer requests another place and CAFÉ COHETE S.A.S. accepts it. If transportation is required for the goods, the costs must be borne by the supplier.
  • In the event that the goods must be replaced by another of the same or similar characteristics, the supplier will proceed to replace it within the following ten (10) business days, provided that this is possible considering the normal delay of the shipment to the place of receipt, after the receipt of the product by CAFÉ COHETE S.A.S.
  • The repair will be carried out within the following thirty (30) business days, counted from the day following the delivery of the goods to CAFÉ COHETE S.A.S. for repair.
  • In the event that a refund must be made, this will be done as follows:
  • From the day following the acceptance of the warranty, CAFÉ COHETE S.A.S. has up to 30 calendar days to make the refund.
  • In the event that the goods cannot be repaired or the product failure is repeated, CAFÉ COHETE S.A.S. will proceed to inform the Customer of its decision on how to make the warranty effective, either by refunding the money or by exchanging the goods for another identical one or one of the same characteristics.
  • Since coffee preparation and/or filter products are imported, their price may vary constantly. Therefore, only the price defined on the day the purchase is made will govern.

2. Exchange and Refund Policy

Any product that the Customer has purchased from CAFÉ COHETE S.A.S. can be exchanged for size or model, however this exchange must be made within 5 days of delivery of the goods and the ID number of the person who made the purchase and the number of the shipping order must be presented.

To request an exchange, it will be necessary for the coffee preparation implements and their packaging to be in perfect condition (not washed, nor used, nor have marks or alterations). The Customer must return the product to CAFÉ COHETE S.A.S. by the same means and under the same conditions in which it was received.

Refunds of money for retraction processes, guarantees or order cancellation will be made using the same payment method used for the purchase of the product. CAFÉ COHETE S.A.S. will only refund the money to the account holder through which the transaction was made, once the refund is approved.

Types of Refund

  • Coupon:The coupon can be used for any product offered by CAFÉ COHETE S.A.S. in any of its commercial channels, in as many purchases as the balance allows. The coupon will be sent within one business day after the order is canceled or the product is returned or guaranteed.
  • Bank Deposit:To receive the money in the bank account, the account holder of CAFÉ COHETE S.A.S. must provide the bank to which they want to receive the money, the account number, account type, full name of the account holder and their identification number. The refund may take up to 5 business days.
  • Credit Card Reversal:Refunds made using this method may be partial or total, as the case may be. CAFÉ COHETE S.A.S. will make the reversal request on the payment platform so that it can notify the cardholder's bank about the reversal of the money. From the confirmation of the request, the bank will have a maximum period of 30 business days for national cards and up to 120 business days for international cards to apply the reversal.

The customer must adhere to the terms of the application process duration stipulated by their bank.

In the event that the account holder of CAFÉ COHETE S.A.S. has used a credit card of a different person, the only enabled refund method will be the reversal to the card used.

Additional Notes:

  • It is important to note that the customer is responsible for all costs associated with exercising the right of withdrawal, with the exception of cases explained in the subsections "claim for erroneous product" and "payment reversal".
  • CAFÉ COHETE S.A.S. reserves the right to modify this policy at any time without prior notice.

I hope this is helpful! Let me know if you have any other questions.

3. Right of Withdrawal

CAFÉ COHETE S.A.S. offers its customers the possibility to withdraw from the purchase during the first 5 business days after delivery of the product, provided that they meet ALL the general conditions set forth below.

The aforementioned withdrawals must be requested through the website or through the email contacto@cafecohete.com.

In order to exercise the right of withdrawal, the consumer must comply with certain general conditions. When a product has specific conditions in order to exercise the right of withdrawal, this will be specified in the product characteristics.

General conditions for withdrawal

  • The product must not be damaged or deteriorated by actions corresponding to the customers.
  • The product must have original labels, sales invoice, accessories, and packaging (including manuals, user guides, warranty certificates, etc.).
  • The product must not show signs of use, dirt, or wear.
  • The product must not be more than FIVE (5) business days from delivery.
  • The purchased product must not be perishable, for personal or intimate use.

Logistics conditions for withdrawal

As a general rule, the customer must go to a physical point of the carrier that initially delivered the product with the shipping guide shared by CAFÉ COHETE S.A.S. to proceed to return the product.

The personnel in charge of collecting the product are not authorized to disassemble or manipulate the product, but only to collect it and transport it as it was delivered.

If the product is not packaged in its original packaging, it will not be collected.

If the product, due to its particular conditions, requires special packaging, such as products that contain glass, it must be packaged in such a way that it does not run any risk during the return.

Refund conditions for withdrawal

If the withdrawal is accepted, CAFÉ COHETE S.A.S. will reverse the charge to the credit card used for the purchase. In accordance with Law 1480 of 2011, CAFÉ COHETE S.A.S. will have 30 (thirty) calendar days to make this refund.

If during the return process, the product subject to withdrawal does not meet the requirements mentioned above to be accepted by CAFÉ COHETE S.A.S., the product will be returned to the address registered by the customer and the refund will not be made.

Claim conditions for erroneous product

In the event that the customer receives a product with different characteristics from those described on the page at the time of purchase, the following procedure must be carried out in order to verify the validity of the claim.

The customer must make the withdrawal request through the email contacto@cafecohete.com within the following 5 business days after receiving the product, explaining the reason for the claim, the order number, and the photos where the type and condition of the product are evidenced at the time of receipt.

Once the Customer Service area has received the required documents and the data has been verified, within 24 to 48 hours, instructions will be sent for the return to be made through the same carrier that initially shipped the product.

Once the return process has been carried out, the reordering will be carried out so that the customer receives the product with the characteristics initially acquired.

Payment reversal

The customer may request that the payment for a product purchased on the portal be reversed directly with their bank (hereinafter the reversal). The reversal of the payment may be requested if:

  • The customer was the victim of fraud.
  • The payment corresponds to an operation not requested by the customer.
  • The purchased product was not received or does not correspond to the one requested.
  • It does not comply with the inherent characteristics or the delivered product is defective.

In the event that the customer has requested the reversal of the payment, the aforementioned causes are not present, and therefore bad faith on the part of the customer is determined, the claimed transaction will be definitively charged to the consumer and the Superintendency of Industry and Commerce may impose sanctions of up to fifty (50) monthly legal minimum wages in force.

To request the reversal of the payment, the customer must file a complaint with CAFÉ COHETE S.A.S. within the following five (5) business days after the date on which he became aware of the fraud, the unsolicited operation, or the inconvenience with the purchased product arose.

In the event that the customer who wishes to reverse the payment is not the same holder of the payment instrument, the request to the issuer must be made by the holder of the financial product.

In the same period of 5 (five) business days, the customer must inform CAFÉ COHETE S.A.S. that the good subject to reversal will be at its disposal. CAFÉ COHETE S.A.S. will send instructions for the return of the object of reversal in the same conditions in which the customer received it.

When the payment corresponds to several products, the customer may request the partial reversal of the payment of those for which the request is made. In this case, the customer must clearly express which product and the amount for which the reversal is requested.

Once the complaint has been filed with CAFÉ COHETE S.A.S. and the reversal request has been made to the issuer of the payment instrument, they will have a period of fifteen (15) business days to make the reversal effective.

Costs

All costs generated by the exercise of the right of withdrawal must be borne by the customer who carries out the process, except in the cases explained in the subtitles "claim for erroneous product" and "payment reversal".

Additional Notes:

  • It is important to note that the customer is responsible for all costs associated with exercising the right of withdrawal, with the exception of cases explained in the subsections "claim for erroneous product" and "payment reversal".
  • CAFÉ COHETE S.A.S. reserves the right to modify this policy at any time without prior notice.