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Refund policy

Right of withdrawal and rules for return

In execution of the provisions of Legislative Decree No. 21 of February 21, 2014 implementing Directive 2011/83/EU on consumer rights, the Customer may return the purchased product and obtain a refund of the purchase sum actually paid.
The right of withdrawal may be exercised within the period of 14 days from receipt of the product in the following ways:

1. Prior to the expiration of the aforementioned period, the Customer shall send a registered letter with return receipt to Masaba Sagl or by submitting another explicit statement to that effect. The communication may be sent, within the same deadline, by e-mail to, or communication by telephone to theCustomer Service at +41 91 606 32 17.
2. Customer Service shall contact the Customer by communicating the transport document number.
3. The Customer reports the transport document number on the return form received together with the delivery documents.
4. The Customer is subsequently contacted by Masaba Coffee to take charge of the return.
The return of the product must take place within 14 days from the date of receipt of the notice of withdrawal.

The refund of the price paid for the purchase of the product includes shipping costs.
In the event that the value of the products has suffered a decrease caused by handling other than what is necessary to establish the nature, characteristics and functioning of the products, (by way of example: damaged products, not regularly or completely packed, or in which certain parts, such as components, elements, accessories, packaging materials, boxes, documentation and/or other objects are missing or have been damaged), Masaba Coffee will refund the Customer the purchase sum minus the value of said decrease. In the event that the Customer sends back products after the above deadline or in the case of products that have been opened and/or partially used and do not lend themselves to be returned, the right of withdrawal does not apply and Masaba Coffee will return the purchased goods to the Customer, charging the latter for the shipping costs.

Subject to the above limitations, Masaba Coffee will refund the amount actually paid by the Customer within 14 days of receipt of the notice of withdrawal by credit note to the bank account or credit card, or check.