Refund policy
Return Policy — Colombia and Peru | Llacta Café
- Request period: Customers have up to 3 calendar days from the date the order is received to request a return or exchange.
- Product conditions: Requests are only accepted when the product arrives damaged, in poor condition, has a manufacturing defect, or is different from what was ordered. Because these are food products, returns of opened, handled, or partially consumed coffee are not accepted.
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Request process: Customers must write to info@llactacafe.com, including:
- order number;
- reason for the request;
- photographs of the product, packaging, and shipping label, when applicable.
- Return shipping costs: If the return is due to an error by Llacta Café, a defective product, or confirmed damage, Llacta will cover the applicable costs. If the cause is attributable to the customer, any return or reshipping costs will be the responsibility of the buyer.
- International shipments: Because orders to Colombia and Peru are shipped from Ecuador via FedEx, Llacta Café may determine, on a case-by-case basis, whether the product must be physically returned or whether the issue can be resolved through a replacement or refund without requiring an international return.
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Resolution: Once the request has been reviewed and approved, Llacta Café may offer, as applicable:
- a refund to the original payment method; or
- a replacement or exchange for a product of equal value.
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Non-eligible products: Returns or exchanges do not apply to:
- opened or consumed coffee;
- correctly delivered products when the reason is solely a personal taste preference;
- products stored improperly after delivery;
- requests submitted more than 3 calendar days after receipt;
- orders where the issue results from incorrect information provided by the customer.