Returns and Refunds
At ALGRÀ we select, roast and prepare each order individually to ensure your coffee arrives home in the best possible condition. Due to the nature of the product, all our coffee bags are considered perishable food products and are therefore subject to special return conditions.
Products not eligible for return
For food safety and hygiene reasons, we do not accept returns of products that have been opened, handled, or correctly delivered, even if the customer later decides they no longer wish to keep them.
Likewise, we cannot accept returns in the following cases:
- The product was purchased by mistake by the customer.
- The customer did not collect the order within the timeframe set by the shipping company.
- An incorrect or incomplete delivery address was provided.
- The product was stored or handled improperly after receipt.
- The customer is not satisfied with the sensory profile or personal preferences regarding the coffee purchased.
Issues and defective products
If your order has any issue, we will be happy to help you.
We will only proceed with a refund, product replacement, or any other suitable solution in the following cases:
- The product arrived damaged during transport.
- You received a different product than the one ordered.
- The product has a defect in its packaging or sealing that compromises its proper preservation.
- The order could not be delivered due to an error attributable to the shipping company.
- Any other issue attributable to ALGRÀ prevents you from enjoying the product under the intended conditions.
Reporting issues
You have a maximum of 24 hours from receipt of the order to report any issue to us.
You can write to us at info@algra.cafe
To speed up the handling of your request, please provide:
- Order number.
- Detailed description of the issue.
- Photos of the product received.
- Photos of the outer packaging and shipping label, when necessary.
ALGRÀ reserves the right to request additional information or documentation when necessary to verify the reported issue.
Refunds and replacements
Once the claim has been reviewed and accepted, we may proceed, as appropriate, to:
- A full or partial refund of the amount paid.
- Replacement of the affected product.
- Sending a new order at no additional cost to the customer.
Refunds will be made using the same payment method used for the purchase. Processing time will depend on the relevant bank or payment service provider.
Order cancellation or modification
If you wish to modify or cancel your order, please contact us as soon as possible at info@algra.cafe.
If the order has not yet been prepared or dispatched, we will do everything possible to accommodate your request. Once the order has been shipped, we cannot guarantee its modification, cancellation or refund.
Final considerations
ALGRÀ reserves the right to reject return or refund requests that do not comply with the conditions described in this policy.
Our commitment is that every bag of coffee arrives fresh and in perfect condition. If something didn't go as it should, we will be happy to resolve it as quickly and fairly as possible.