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General Terms and Conditions of the No.9 Caffè online store

These General Terms and Conditions (hereinafter: "Terms") govern the operation of the online store at www.no9caffe.com (hereinafter: "online store"), the rights and obligations of the user and the online store, and the business relationship between the provider and the customer.

The online store is operated by:

NOVAGEST d.o.o. Šmarje 15D, 6274 Šmarje, Slovenia Registration number (matična številka): 8901902000 VAT number (ID za DDV): SI50478087 Email: support@no9caffe.com (hereinafter: the "provider" or "No.9 Caffè")

The Terms are drawn up in accordance with the Consumer Protection Act (ZVPot-1), the Electronic Commerce Market Act (ZEPT), the Personal Data Protection Act (ZVOP-2), the Code of Obligations (OZ), and other applicable legislation.

By placing an order, the customer confirms that they have read these Terms and agree to them.

1. Information to the customer

Before the customer is bound by the contract, the provider makes the following information available in a clear and comprehensible manner:

  • the identity of the provider (name, registered office, registration number, VAT number),
  • contact details enabling fast and efficient communication (email),
  • the essential characteristics of the goods,
  • the availability of the goods,
  • the terms of delivery (methods, timeframes, and costs),
  • all prices, clearly and unambiguously set, showing whether they include taxes and delivery costs,
  • the method of payment and delivery,
  • the time within which it is possible to withdraw from the contract and the conditions for withdrawal,
  • information on the complaint procedure, including contact details.

2. Products and availability

The online store sells fresh-roasted coffee and related products. Products are shown with a description and price. The provider makes every effort to ensure product information is accurate and up to date.

Product photographs are illustrative and may not always correspond in every detail to the actual product. In the event of an obvious error in price or product information, the provider reserves the right to withdraw from the contract, inform the customer, and refund any amount already paid.

3. Prices

All prices are in euros (EUR) and include value added tax (VAT). Prices are valid at the moment the order is placed and do not have a predetermined validity period.

Delivery costs are shown separately and are added to the product price at checkout, unless the order qualifies for free delivery (see section 6).

The provider reserves the right to change prices without prior notice. The price valid for the customer is the price shown at the moment the order is confirmed.

4. Placing an order and conclusion of the contract

The customer places an order by selecting products, adding them to the cart, and completing the checkout process.

After the order is placed, the customer receives confirmation by email. The sales contract between the provider and the customer is concluded at the moment the provider confirms the order by email.

The provider stores the concluded contract (order data) and it is accessible to the customer on request via the email above.

5. Payment methods

The customer can pay using the following methods:

  • payment cards (via Shopify Payments),
  • Apple Pay, Google Pay, Shop Pay,
  • PayPal,
  • cash on delivery (payment to the courier on receipt of the parcel).

The provider does not store customers' full payment card details. Card payments are processed by the payment provider in a secure environment.

6. Delivery

The provider delivers within Slovenia. Delivery is carried out by our delivery partner, GLS Slovenia.

  • Orders are dispatched the same or the next business day.
  • Standard delivery: 3 to 5 business days.
  • Express delivery: 1 to 2 business days, at a cost of €12.
  • Free standard delivery on all orders over €45.

Delivery times are estimates and begin from dispatch. The provider is not liable for delays caused by the delivery service or circumstances beyond its control.

7. Right of withdrawal (14-day cooling-off period)

In accordance with the Consumer Protection Act (ZVPot-1), a consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which the customer, or a third party named by the customer, acquires physical possession of the goods.

To exercise the right of withdrawal, the customer must notify the provider of their decision by a clear statement sent to support@no9caffe.com before the withdrawal period expires. The customer may use the model withdrawal form but is not required to do so.

Return of goods: the customer must return the goods without undue delay, and in any event within 14 days of notifying withdrawal. The customer bears the direct cost of returning the goods.

Condition of goods: the customer may inspect the goods as they would in a shop. Coffee is a foodstuff. Under ZVPot-1, the right of withdrawal does not apply to sealed goods which are not suitable for return for health or hygiene reasons if they have been unsealed after delivery. This means an unopened bag may be returned; an opened bag cannot be returned under the 14-day right (but may be covered by our separate money-back guarantee, see section 8).

Refund: the provider refunds all payments received, including standard delivery costs, without undue delay and no later than 14 days from receiving the notice of withdrawal. The provider may withhold the refund until the returned goods are received. The refund is made using the same payment method the customer used, unless otherwise agreed.

If the customer chose a more expensive delivery method than the cheapest standard option offered, the provider is not obliged to refund the extra cost.

8. 30-day money-back guarantee

In addition to the statutory 14-day right of withdrawal (section 7), the provider offers a voluntary 30-day money-back guarantee, so a customer can taste the coffee and still be refunded if it is not for them.

This guarantee is a taste test. It allows the customer to open and try the coffee, which the 14-day statutory right does not. Because it is a taste test, the following strict conditions apply:

Conditions:

  1. The guarantee applies to a customer's first order only, and one guarantee is allowed per customer.

  2. The coffee must be returned to claim the refund. No refund is made without the coffee being returned. This applies to both opened and unopened bags.

  3. One bag may be opened; all other bags must be returned sealed and unopened. Since the guarantee exists so the customer can taste the coffee, opening a single bag is enough to judge it. If the order contained more than one bag, every bag beyond the one opened test bag must be returned unopened.

  4. Refund amount. The provider refunds the price of the returned coffee, being the one opened bag plus any bags returned sealed. Bags returned opened beyond the single permitted test bag are not refunded. Original delivery costs are not refunded.

  5. The customer bears the cost of return shipping.

  6. Claim window. The guarantee can be claimed from day 15 to day 30 after the customer receives the order. Any return requested within the first 14 days is always treated as the statutory right of withdrawal under section 7 and is judged in full under that section. Claims after 30 days are not accepted.

  7. How to claim. The customer emails support@no9caffe.com within the claim window, and the provider explains how to return the coffee.

This guarantee is an additional voluntary benefit and does not affect or limit the customer's statutory rights, including the 14-day right of withdrawal (section 7) and the right to remedies for defective goods (section 9). Where a request qualifies under both this guarantee and the customer's statutory rights, it is assessed in the way most favourable to the customer.

9. Complaints and defective goods (reklamacije)

The customer has the right to remedies for defects in accordance with ZVPot-1.

If a product is damaged, defective, or does not correspond to the order, the customer should contact the provider at support@no9caffe.com with a description and, where possible, a photograph. The provider will respond and resolve the complaint in accordance with the law.

The provider is liable for any lack of conformity of the goods that existed at the time of delivery.

10. Personal data protection

The provider processes personal data in accordance with the GDPR and ZVOP-2, as described in the Privacy Policy, available on the website.

11. Out-of-court dispute resolution

In accordance with legal requirements, the provider does not recognise any out-of-court consumer dispute resolution provider as competent for resolving consumer disputes.

The provider enables the customer to submit any complaints via email at support@no9caffe.com. The provider will confirm receipt of the complaint and inform the customer of its progress.

The European Commission's online dispute resolution platform is available at: https://ec.europa.eu/consumers/odr.

12. Final provisions

The provider reserves the right to change these Terms. The version valid at the moment an order is placed applies to that order. The current version is always published on the website.

For any matters not regulated by these Terms, the applicable legislation of the Republic of Slovenia applies. In the event of a dispute that cannot be resolved amicably, the competent court in Slovenia has jurisdiction.

These Terms are valid from 8 August 2026.

NOVAGEST d.o.o.

Model withdrawal form

(Complete and return this form 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 of consumer: __________
  • Address of consumer: __________
  • Date: __________
  • Signature (only if this form is submitted on paper): __________