Returns & Refund Policy

1. The 14-day window

You may return your purchase within 14 days from the day of delivery, without giving a reason. This is the statutory EU withdrawal right, which we apply worldwide. The seller is IGS Consult Ltd. (see the Legal Notice); contact: support@elegant-coffee.com.

2. How to return

Returns run through your customer account: open the order, choose Request return, and select the items and quantities. You can follow the status there at every step (requested → approved or rejected → received → refunded).

Once your return is approved you receive return instructions by email. A return may be split into more than one parcel with different return addresses — some products return to their fulfilment partner directly. The instructions state exactly which items go into which parcel and to which address; please follow them, as sending everything to one address can delay your refund.

3. Who pays return shipping

• Change of mind: you bear the direct cost of returning the items.
• Defective, damaged or wrong items: we bear the return cost — contact support@elegant-coffee.com first and we arrange it.

Large or heavy items such as professional espresso machines cannot be returned by regular post. Contact support@elegant-coffee.com before returning one: we arrange collection by freight carrier and tell you the cost before it is booked.

4. What cannot be returned

• Goods made to your specification or clearly personalized.
• Sealed goods unsuitable for return for health or hygiene reasons, once unsealed — for example coffee beans or ground coffee whose sealed packaging has been opened.

5. Refunds

Refunds are refund-only — we do not run an exchange workflow. If you want a different size, color or product, return the item and place a new order.

We refund to your original payment method via our payment processor within 14 days of your withdrawal, and we may withhold the refund until we have received the goods back or you have supplied proof of sending them, whichever is earlier. A credit note is issued for every refund and appears in your account next to the invoice.

If a returned item shows handling beyond what is needed to establish its nature, characteristics and functioning, we may deduct the resulting diminished value from the refund.

Banks typically post refunds within 5–10 business days of issue.