Refund policy

At No.9 Caffè we want you to enjoy your coffee. This page explains your options if something is wrong with your order, if you change your mind, or if the coffee simply isn't for you.

If you have any questions, email us at support@no9caffe.com.

Quick overview

  • Changed your mind (unopened): return unopened bags within 14 days for a refund (statutory right of withdrawal).
  • Didn't like the taste: our voluntary 30-day money-back guarantee lets you open one bag to try it, return the coffee, and get your money back.
  • Damaged or wrong item: contact us and we'll put it right.

1. Right of withdrawal (14 days)

As a consumer, you have the right to withdraw from your purchase within 14 days without giving a reason, in accordance with the Slovenian Consumer Protection Act (ZVPot-1).

The 14-day period starts on the day you (or someone you nominate) receive the goods.

Important for coffee: coffee is a foodstuff. Under ZVPot-1, the right of withdrawal does not apply to sealed goods that cannot be returned for health or hygiene reasons once they have been opened. This means:

  • Unopened bags can be returned under the 14-day right.
  • Opened bags cannot be returned under the 14-day right (but may be covered by our 30-day money-back guarantee below).

How to withdraw: send a clear statement to support@no9caffe.com before the 14 days expire. You may use the model withdrawal form (at the end of this page) but you don't have to.

Returning the goods: return the unopened bags without undue delay, and within 14 days of telling us you're withdrawing. You pay the cost of return shipping.

Your refund: we refund all payments received, including standard delivery costs, within 14 days of receiving your withdrawal notice. We may hold the refund until we receive the returned goods, or proof that you've sent them. Refunds go back to the same payment method you used. If you chose a more expensive delivery option than our cheapest standard one, we refund only the standard cost.

2. 30-day money-back guarantee

On top of your statutory rights, we offer a voluntary 30-day money-back guarantee, so you can actually taste the coffee and still get your money back if it's not for you.

This guarantee is a taste test. It lets you open and try the coffee, which the 14-day right does not. Because it's a taste test, these conditions apply:

  1. First order only, one guarantee per customer.
  2. You must return the coffee to get a refund. This applies to opened and unopened bags. No return, no refund.
  3. One bag may be opened; all other bags must be returned sealed and unopened. One bag is enough to judge the coffee. If your order had more than one bag, every bag beyond the single opened test bag must come back unopened.
  4. Refund amount: we refund the price of the returned coffee (the one opened bag plus any sealed bags returned). Bags returned opened beyond the single test bag are not refunded. Original delivery costs are not refunded.
  5. You pay the cost of return shipping.
  6. When you can claim: from day 15 to day 30 after you receive your order. Any return you ask for within the first 14 days is handled as the statutory right of withdrawal (section 1). Claims after 30 days are not accepted.
  7. How to claim: email support@no9caffe.com and we'll tell you how to return the coffee.

This guarantee is an extra benefit and doesn't limit your statutory rights. Where a request qualifies under both, we assess it in the way most favourable to you.

3. Damaged, defective, or wrong items

If your order arrives damaged, defective, or isn't what you ordered, contact us at support@no9caffe.com with your order number, a description, and a photo if possible.

You have the right to remedies for defective goods under ZVPot-1. We're liable for any lack of conformity that existed at the time of delivery, and we'll resolve it in accordance with the law, at no return-shipping cost to you where the fault is ours.

4. How to return your order

  1. Email support@no9caffe.com with your order number and reason for return.
  2. We'll confirm the return address and next steps.
  3. Pack the coffee securely. For the money-back guarantee, include the opened test bag and all other bags sealed.
  4. Send it to the address we provide. Keep your proof of postage.

We don't accept parcels sent cash-on-delivery.

5. Refund timing

Once we receive your returned coffee (or proof you've sent it, where applicable), we process your refund within the legal timeframe, to the same payment method you used. Your bank or payment provider may take a few extra days to show the refund.

Model withdrawal form

(Complete and return this only if you wish to withdraw from the contract.)

To: NOVAGEST d.o.o., Šmarje 15D, 6274 Šmarje, Slovenia, support@no9caffe.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Ordered on / received on: __________
  • Order number: __________
  • Name: __________
  • Address: __________
  • Date: __________
  • Signature (only if submitted on paper): __________

NOVAGEST d.o.o., Šmarje 15D, 6274 Šmarje, Slovenia · Matična št.: 8901902000 · ID za DDV: SI50478087