Refund policy

RIGHT OF WITHDRAWAL

In accordance with Legislative Decree 206/2005 (Consumer Code), you have the right to withdraw from the purchase contract within 14 days from the date of delivery of the product, without having to provide any reason. Cafe Twin voluntarily extends this right to 30 days from the delivery date, to offer greater flexibility to its customers.

Return Conditions

  • Products must be intact and unused
  • Original packaging complete with accessories, manuals and components
  • No tampering beyond what is necessary to verify the nature and functioning of the product

It will not be possible to accept returns of damaged or altered items that do not comply with these conditions.

Products damaged on delivery

In the event of a damaged product, the report must be submitted within 5 working days of delivery, attaching photographs and a brief description of the damage.

Return inspection

Once the returned product has been received, Cafe Twin reserves up to 10 working days to verify its integrity and condition.

FREE RETURNS IN EUROPE

Returns made within Europe are free of charge. Cafe Twin covers the return shipping costs and refunds the price of the returned products, in compliance with the conditions set out in this policy.

IMPORTANT: FREE SHIPPING AND PARTIAL RETURNS

Free shipping applies exclusively to orders that reach and maintain the minimum spend threshold required.

Where promotions provide free shipping upon reaching a minimum order threshold (for example: “free shipping from 130 €”), the benefit remains valid only if the final order value, after any returns, still meets the required threshold.

If a partial return is requested and the final total of the order falls below the minimum threshold, the shipping can no longer be considered free of charge.

In this case, the cost of the initial shipping — previously waived — will be deducted from the refunded amount, applying the following standard rates:

  • 7,90 € for shipments within Italy
  • 9,90 € for shipments within Europe

PRACTICAL EXAMPLE

Initial order: 135 € → free shipping (130 € threshold)
Partial return: -20 €
Final total: 115 € (below threshold)

Result: the cost of the initial shipping will be deducted from the refund (7,90 € in Italy / 9,90 € in Europe).

This condition does not limit the right of withdrawal, but serves exclusively to realign shipping costs with the actual economic conditions of the order.

HOW TO MAKE A RETURN

  1. Book the return through the Returns Portal
  2. Print the label and drop off the parcel at the indicated collection point
  3. For returns outside Italy, find the nearest FedEx location: https://local.fedex.com/

Refund times: within 14 working days from receipt and inspection of the return.

Gift Card / Voucher: if the refund is made via Gift Card, the credit will be restored to the Gift Card used, in accordance with applicable legislation. The credit will generally be restored within 3 working days from completion of the return inspection.

Please note: the first return for each order is covered by Cafe Twin. Any additional returns will be at the customer's expense.

Do you have any doubts or questions? Contact us here.

PRODUCT WARRANTY

All products are covered by the legal guarantee of conformity for 24 months from the delivery date, pursuant to Legislative Decree 206/2005.

Procedure: contact us within 2 months of discovering the defect, providing a detailed description. Photos or the shipment of the product for inspection may be requested.

Limitations: the warranty does not cover improper use, modifications, normal wear and tear, or claims made after 24 months.

If repair or replacement is not possible, you may request a price reduction or a refund.

SIZE EXCHANGE

To make a size exchange, you must return the item received and place a new order. The return follows the same conditions indicated above.

Order cancellation requests

In accordance with applicable European legislation and with the features made available by the Shopify platform, customers may submit any requests to cancel their order by accessing their customer area at the following address:

https://shopify.com/58046349505/account

Requests will be assessed based on the processing and fulfilment status of the order and on the conditions of sale applicable to the purchased product.

For more information, please see our Returns and Refunds Policy.