Returns and refunds policy

Right of withdrawal (14 days)

Under Portuguese Decree-Law no. 24/2014, consumers have the right to withdraw from a purchase, without giving a reason, within 14 days of receiving the order, provided the products are unopened, sealed and in their original packaging.

To exercise this right, email comercial@waycoffee.eu with your order number and a statement that you wish to withdraw. We will tell you how to return the product.

Products that cannot be returned

For hygiene and food safety reasons, we do not accept returns of opened coffee bags or bags whose seal was broken after delivery. We also do not accept returns of products that are not in the condition in which they were delivered.

Return costs

The direct cost of returning sealed products under the right of withdrawal is borne by the consumer.

Refunds

We refund the amount paid, including standard delivery charges, within 14 days of learning of your decision to withdraw. We may wait to receive the products before issuing the refund. Refunds are made using the same payment method used for the purchase.

Damaged, wrong or defective products

If you receive a damaged or defective product, or one that differs from what you ordered, contact us as soon as possible, preferably within 48 hours of receipt, with photos. We will resolve the issue by sending a replacement or refunding you, at our expense.

Statutory rights

This policy does not affect the rights granted to consumers by law.