Refund policy

Return and Refund Policy

Katayala Coffee

At Katayala Coffee, we are committed to offering specialty Colombian coffee, carefully selected and packaged to preserve its freshness, quality, and flavor.

We want every purchase to be a satisfying experience. For this reason, we have established the following return and refund policy.

1. Returns

Due to the nature of our food products and to ensure quality and hygiene standards, we do not accept returns due to a change of mind, personal taste preferences, or purchases made in error once an order has been shipped.

For food safety reasons, we also do not accept returns of coffee whose packaging has been opened or tampered with, except when a resolution is warranted due to a quality issue or a right established by applicable law.

2. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.

Email us at info@katayalacoffee.com and include:

Your order number.
A description of the issue.
Photographs of the product and its packaging, if available.

We will review your request and, when appropriate, offer a replacement at no additional cost or a refund.

This notification period does not limit any rights you may have under applicable law.

3. Lost or Undelivered Orders

If your order does not arrive, please contact us at info@katayalacoffee.com.

We will review the tracking information and, when necessary, initiate an investigation with the shipping carrier.

If we confirm that the order was lost or not delivered, we will offer a replacement or refund, as appropriate.

4. Refunds

Once a refund request has been approved, the funds will be returned to the original payment method used for the purchase.

The time it takes for the refund to appear in your account will depend on your bank or payment provider.

When a full refund is warranted due to an error on the part of Katayala Coffee, it will include the original shipping charges paid for the affected order.

5. Exchanges

We do not offer exchanges based on personal preferences regarding the coffee's flavor, aroma, or intensity.

However, if you receive an incorrect, damaged, or defective product, we will evaluate your request for a replacement at no additional cost.

6. Return Shipping Costs

Please do not send any products back without contacting our team first.

If we determine that a product must be returned due to an error on our part, Katayala Coffee will cover the return shipping costs.

For food safety reasons, in some cases, we may resolve the issue without requiring the physical return of the product.

7. Cancellations

You may request to cancel your order before it has been shipped.

If your order has not yet been dispatched, we will process the cancellation and the corresponding refund.

Once an order has been shipped, it will be subject to the conditions outlined in this policy and applicable consumer rights.

8. Contact Information

If you have any questions about our products, returns, or refunds, please contact us.