Refund policy
FREE RETURNS ACROSS EUROPE
Return Policy, Right of Withdrawal and Warranty
Want to return your order? No problem, we're here to help you!
Return and Refund Policy - Here Are Some Rules to Follow
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. However, we extend this right to 30 days to ensure greater flexibility and customer satisfaction.
Return Conditions: Products must be returned in their entirety, unused, and in the original packaging, including all accessories and manuals. We cannot refund damaged products or products that have been handled in any way other than what is necessary to ascertain their nature, characteristics, and functioning.
Product Inspection: We reserve 10 working days to verify if the product has a manufacturing defect or if it has been tampered with subsequently. In case of defects, the customer is entitled to restore the product's conformity, at no additional cost, through repair or replacement, pursuant to Articles 130 and 132 of the Consumer Code.
Damaged Products: If you receive damaged products, you must submit the return request within 5 working days from the date of delivery. It is advisable to document the damage with photographs and details to send along with the request.
Free Returns Across Europe:
Returns within the European territory are always free!
Cafe Twin will refund you exclusively the price of the product and will bear the return shipping costs.
Book the return through our Returns Portal.
Print the label and go to the nearest post office. For returns outside of Italy, find your Fedex pickup point here: https://local.fedex.com/
We await the verification of the product's integrity.
The refund will be processed within 14 working days using the same payment method chosen during the order.
If you choose to be refunded with a Gift Card or a Voucher, the issuance time is about 3 working days.
Note: We will only refund the first return; any additional returns related to the same order will be at the customer’s expense.
Do you have any doubts or questions? Contact us here.
Extra EU Returns
For returns made from countries outside the European Union, return shipping costs are the responsibility of the customer. For more information or assistance, do not hesitate to contact us.
Product Warranty
In accordance with Legislative Decree 206/2005 (Consumer Code), all products purchased online are covered by the legal warranty of conformity valid for 24 months from the date of delivery of the product. This warranty covers conformity defects that make the product unsuitable for its intended use or that appreciably diminish its value.
Warranty Claim Procedure: To request the application of the legal warranty, contact us within two months of discovering the defect via email or phone, providing a detailed description of the problem encountered. You may be asked to provide photographic evidence of the defect or to send the product for inspection. If the defect is covered by the warranty, we will proceed with the repair or replacement of the product at no additional cost.
Refund Limitations: It will not be possible to request a refund in the following cases:
- Damage caused by misuse: If the defect was caused by non-compliant use or failure to follow the provided instructions.
- Modifications to the product: If the product has been modified or altered in any way.
- Warranty expiration: If the refund request is made after 24 months from the delivery date.
- Wear defects: If the defect is considered normal wear of the product.
If repair or replacement is not possible, you can request a price reduction or, in applicable cases, a full refund.
Warranty Claim Procedure: To request the application of the legal warranty, contact us within two months of discovering the defect via email or phone, providing a detailed description of the problem encountered. You may be asked to provide photographic evidence of the defect or to send the product for inspection. If the defect is covered by the warranty, we will proceed with the repair or replacement of the product at no additional cost. If repair or replacement is not possible, you can request a price reduction or a full refund.
Size Exchange
To change the size of a product, you must return the item with the incorrect size and place a new order. The return of the incorrect size follows the same conditions outlined in our return policy.
We are committed to making the return process as simple and clear as possible to ensure your complete satisfaction, in compliance with current regulations.
