Refund policy

 

Return

How do I return a product?

You have the right to return within a period of 14 days according to the right of withdrawal.

We would like to ask you to fill out our return form. That way we can process your return quickly. However, you are not obliged to do so. Please enclose the return form with the product and a copy of your receipt in a shipping box.

Don't have a printer? Please write all necessary information on the return form legibly on a piece of paper and enclose it in the shipping box.

If you have discarded the box in which the product was delivered and the accompanying protective material, you must find a replacement box and protective material yourself. Send the box with the return form, the copy of the proof of purchase and the product, well packed, to:

Koffiebranderij OR bv /  OR Coffee roaster
Attn customer service - return (order number)
Dorpsstraat 31
9230 Wetteren
Belgium

Koffiebranderij OR / OR Coffee roasters cannot be held responsible for shipments that do not arrive at Koffiebranderij OR / OR Coffee roasters. So consider whether you want to send your shipment registered and insured. Also make sure you sufficiently frank the shipment, otherwise we cannot accept it.

Returns will be processed by us within 3-5 business days.

Will I get my shipping costs refunded if I return a product?

If your product was the only product in the outbound shipment, you will also receive a refund for any outbound shipping charges you paid.

If your consumable was not the only product in the outbound shipment (and you retained other products), you will not be refunded any outbound shipping costs you may have paid.

I received a broken or defective product. What now?

In this case, we would like to ask you to contact our customer service at webshop@orcoffee.be. They will give you the contact details so that you can return the broken or defective product. Please write your complaint on the packing slip provided, and return it together with the defective product. We will then inspect it.

As soon as we ship a replacement product, you will receive a shipping confirmation. From then on you should receive the new product within the standard delivery time. The delivery time starts when you receive a shipping e-mail from us.

I returned my product, when will I get my money back?

If you withdraw from the contract, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) back from us without delay and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the cost of delivery will not be refunded. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any event, no fees will be charged for the refund. We may wait to refund you until we have received the goods back, or you have demonstrated that you have returned the goods, whichever comes first.

How do I claim my right of withdrawal?

We would like to ask you to fill out the Return Form in. That way we can process your return quickly. However, you are not obliged to do so. Please enclose the return form with the product and a copy of your proof of purchase in a shipping box. If you have thrown away the box in which the product was delivered and the accompanying protective material, you will need to find a replacement box and protective material yourself. Send the box with the return form, the copy of the proof of purchase and the product, well packed, to:

Koffiebranderij OR bv / OR Coffee roasters
Attn customer service - return (order number)
Dorpsstraat 31
9230 Wetteren
Belgium

Koffiebranderij OR / OR Coffee roasters cannot be held responsible for shipments that do not arrive at Koffiebranderij OR / OR Coffee roasters. So consider whether you want to send your shipment registered and insured. Also make sure you sufficiently frank the shipment, otherwise we cannot accept it.

Returns will be processed by us within 3-5 business days.

 

 

We have collected the most frequently asked questions to our customer service about delivery and returns for you in a handy overview. All frequently asked questions can be read here. Our customer service will gladly help you.