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, without needing to provide any reason. Cafe Twin voluntarily extends this right to 30 days from the date of delivery, to offer greater flexibility to its customers.

Return Conditions

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

Returns of items that are damaged or altered inappropriately cannot be accepted.

Products Damaged on Delivery

If you receive a damaged product, you must report it within 5 business 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 business days to verify its integrity and condition.

FREE RETURNS IN EUROPE

Returns made within Europe are free of charge. Cafe Twin covers the cost of return shipping and will refund the price of the returned products, provided the conditions in this policy are met.

IMPORTANT: FREE SHIPPING AND PARTIAL RETURNS

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

For promotions offering free shipping once a minimum order value is reached (for example: “free shipping from €130”), this 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, shipping will no longer be considered free.

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

  • €7.90 for shipments within Italy
  • €9.90 for shipments within Europe

PRACTICAL EXAMPLE

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

Result: the cost of initial shipping (€7.90 in Italy / €9.90 in Europe) will be deducted from the refund.

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

HOW TO RETURN A PRODUCT

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

Refund processing time: within 14 business days from receipt and inspection of the return.

Gift Card / Store Credit: if the refund is issued via Gift Card, the credit will be restored to the Gift Card used, in accordance with current regulations. The credit will generally be restored within 3 business days after the return has been verified.

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

Questions or concerns? Contact us here.

PRODUCT WARRANTY

All products are covered by the legal warranty of conformity for 24 months from the delivery date, as provided by Legislative Decree 206/2005.

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

Limitations: the warranty does not cover improper use, modifications, normal wear, 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 request a size exchange, you must return the received item and place a new order. The return follows the same conditions outlined above.