Refund policy

RETURNS, RIGHT OF WITHDRAWAL AND REFUNDS

This policy applies to orders placed from 16 September 2026 onwards.

In the event of a return due to change of mind, you can choose between two options:

  • Store Credit: for orders shipped to Italy and the European Union, the first standard return is free of charge. For non-EU orders, the return cost is always borne by the customer.
  • Cash refund: for Italy and the European Union, a fee of €7.00 will be deducted for the standard return. For non-EU orders, the cost indicated by the Returns Portal will apply.

The initial shipping cost of the order is always charged and is calculated at checkout. Any applicable refund arrangements are specified in the sections below.

For orders placed before 16 September 2026, the conditions communicated at the time of purchase remain valid.

STATUTORY RIGHT OF WITHDRAWAL – WITHIN 14 DAYS

In accordance with Legislative Decree 206/2005 (Consumer Code), you have the right to withdraw from the contract within 14 calendar days from delivery of the product, or of the last product in the event of separate deliveries, without having to provide any reason.

You must notify your decision within the prescribed period and return the product within 14 days from notifying the withdrawal.

The right of withdrawal does not apply in the cases provided for by the applicable legislation, including, by way of example, products made to measure or clearly personalised.

In the event of a full return within the first 14 days:

  • Cash refund: Cafe Twin will refund the price of the products and, where required by the applicable legislation, the initial standard shipping cost. The direct cost of returning the goods remains the responsibility of the customer: €7.00 for Italy and the European Union or the amount indicated by the Returns Portal for non-EU orders.
  • Store Credit: at the customer’s request, Cafe Twin may issue Store Credit equal to the amount due. For Italy and the European Union, the first standard return will be free of charge; for non-EU orders, the return cost remains the responsibility of the customer.

EXTENDED COMMERCIAL RETURN – FROM THE 15TH TO THE 30TH DAY

In addition to the right of withdrawal provided by law, Cafe Twin offers the possibility to return products within 30 days of delivery.

The period from the 15th to the 30th day constitutes an additional commercial return and does not limit the rights provided by law during the first 14 days.

  • Store Credit – Italy and EU: credit equal to the net value actually paid for the returned products, with the first standard return free of charge.
  • Store Credit – non-EU: credit equal to the net value paid; the return cost remains the responsibility of the customer.
  • Cash refund – Italy and EU: net value paid for the returned products, less €7.00 for the standard return. The initial shipping cost is not refunded.
  • Cash refund – non-EU: net value paid less the return cost indicated by the Returns Portal. The initial shipping cost is not refunded, without prejudice to any mandatory rights.

The product value is calculated on the amount actually paid, net of any discounts or promotions.

RETURN CONDITIONS

The following conditions apply to returns requested within 30 days of delivery, without prejudice to the consumer’s mandatory rights.

The returned product must be:

  • intact;
  • complete with original packaging, where present, accessories, manuals, small parts and components originally supplied;
  • free from modifications, tampering or damage attributable to the customer.

During the first 14 days, the customer may handle the product only to the extent necessary to establish its nature, characteristics and functioning, as would be possible in a physical shop.

If the handling or use goes beyond what is necessary and results in a decrease in value, Cafe Twin may apply a reduction in the refund proportionate to the decrease in value found, within the limits permitted by law.

The mere opening of the packaging or normal inspection of the product does not, in itself, constitute grounds for refusing the return.

For the commercial return from the 15th to the 30th day, however, the product must be returned intact, unused, uninstalled and free from signs of fitting, wear, modification, tampering or damage.

DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS

If a product is damaged on delivery, we ask you to report it where possible within 5 working days, enclosing photographs of the product and packaging together with a brief description of the problem.

If you have received an incorrect, defective or non-conforming product, please contact us before making the return.

These cases are not considered returns due to change of mind. Where the problem is attributable to Cafe Twin or a valid lack of conformity is recognised, no return cost will be charged.

ORDERS WITH MULTIPLE ITEMS AND PARTIAL RETURNS

A partial return is the return of one or more products from an order where the customer keeps the other purchased items.

The refund or Store Credit will be calculated exclusively on the net value actually paid for the returned products, taking into account any discounts applied.

The initial shipping cost remains the responsibility of the customer and is neither refunded nor converted into Store Credit in the event of a partial return, without prejudice to any mandatory rights provided for by the applicable legislation.

In the event of a cash refund:

  • for Italy and the European Union, €7.00 will be deducted for the standard return shipping;
  • for non-EU orders, the cost indicated by the Returns Portal remains the responsibility of the customer, including in the case of Store Credit.

If all the products in the order are returned, the conditions provided for a full return shall apply instead.

These conditions do not apply to products damaged on delivery, incorrect, defective or non-conforming where the problem is attributable to Cafe Twin or due to a valid lack of conformity.

ADDITIONAL RETURNS

The free standard return with Store Credit applies exclusively to the first return for each order shipped to Italy or the European Union.

Any additional returns will be at the customer’s expense. For non-EU orders, the return cost is always borne by the customer, regardless of the refund method chosen.

HOW TO MAKE A RETURN

  1. Log in to the Returns Portal and enter your order details.
  2. Select the products and choose between Store Credit and cash refund.
  3. Check the conditions and any cost indicated by the system.
  4. Print the label and drop off the parcel at the indicated point.
  5. Keep the receipt and tracking number until the process has been completed.

RETURN INSPECTION AND TIMELINES

Once the product has been received, Cafe Twin reserves up to 10 working days to check its integrity, condition and compliance with the return conditions.

The refund may be withheld until the product has been received or proof of shipment has been provided, in accordance with the applicable legislation.

After inspection:

  • the Store Credit will generally be issued within 3 working days;
  • the cash refund will be made to the original payment method within the time limits provided for by the applicable legislation.

If a decrease in value attributable to handling other than what is necessary to inspect the product is found, the customer will be informed of any reduction applied to the refund.

Store Credit can be used on cafetwin.com. For commercial returns, once chosen and accepted, it cannot be converted into cash, without prejudice to the mandatory rights provided by law.

GIFT CARDS AND VOUCHERS

If the order was paid, in whole or in part, using a Gift Card or voucher, the amount due will be restored to the same instrument, in accordance with the applicable legislation.

STATUTORY GUARANTEE OF CONFORMITY

All products sold to consumers are covered by the statutory guarantee of conformity for 24 months from the delivery date, in accordance with the Consumer Code.

The guarantee covers product non-conformities in accordance with the applicable legislation. Where a valid lack of conformity exists, the consumer is entitled to the remedies provided by law.

To request assistance, you must write to hello@cafetwin.com, indicating the order number, the product concerned, a description of the problem and, where possible, attaching photographs or videos.

Cafe Twin may request further information or the return of the product in order to verify the nature of the problem.

The €7.00 fee and any non-EU return costs do not apply where a valid lack of conformity is recognised.

CASES NOT COVERED BY THE GUARANTEE

The statutory guarantee does not cover damage, deterioration or malfunctions resulting from use of the product or from causes arising after delivery that are not attributable to a lack of conformity.

By way of example, the guarantee does not cover problems or damage resulting from:

  • normal wear and tear due to use;
  • improper use or use other than that intended;
  • accidental damage, such as impacts, falls, abrasions, scratches, tears or breakages;
  • poor, lack of or incorrect maintenance;
  • incorrect assembly or installation, where the problem is not attributable to incorrect or incomplete instructions provided by the seller or manufacturer;
  • assembly not carried out in accordance with the instructions provided;
  • modifications, tampering or improper work on the product that caused or contributed to the problem;
  • punctures, cuts, welding, painting or other permanent modifications related to the problem;
  • use of incompatible spare parts or accessories that caused the damage;
  • cosmetic deterioration due to normal use, such as scratches, natural discolouration, abrasions or surface wear;
  • external agents such as excessive heat, chemicals, fuels, oils, aggressive cleaning products or water, where the product is not designed to withstand them;
  • failure to follow the instructions for use, installation or maintenance provided by the manufacturer.

The presence of one of the conditions indicated above does not automatically result in the exclusion of the warranty if the reported issue is unrelated to that circumstance and is actually attributable to a lack of conformity.

Cafe Twin will inspect the product and the circumstances of the case to determine whether the issue is covered by the legal warranty, in compliance with the applicable legislation.

SIZE EXCHANGE

To request a size exchange, you must return the item received and place a new order for the desired size.

The return is subject to the conditions of this policy. The new order will be subject to the standard terms of sale and the relevant shipping costs.

ORDER CANCELLATION REQUESTS

Cancellation requests will be assessed based on the processing status of the order. If the order has already been shipped, you will need to use the return procedure provided for in this policy.

For any questions or assistance requests, you can write to hello@cafetwin.com.