Refund policy

Returns, Claims and Refunds Policy — Green Coffee

 


Last updated: 27.09.2026


This policy applies to orders of green coffee sold by Curador Green. Dispatch takes place from the location where the negotiated inventory is held, and the incoterm (EXW, DAP or other) is the one agreed in each order or contract. The terms of the contract or the order confirmation prevail over this policy.


 

1) Scope: consumers (B2C) and businesses (B2B)

 

 

  • Consumers (B2C): a right of withdrawal exists, with limitations due to the nature of the product (see section 4).

  • Businesses/professionals (B2B): the B2B claims and non-conformity rules apply (see section 5).

 


Green coffee is an agricultural product whose quality may be affected by handling and storage after delivery.

 

 

 

A) Delivery, receipt and inspection (applies to all)

 


 

2) Delivery, unloading and transfer of risk

 


Under EXW, risk passes when the goods are placed at the customer's disposal at the designated warehouse; the customer arranges collection and transport.

Under DAP, Curador Green arranges and bears the transport to the agreed place of delivery.

Under DAP, unloading is always for the customer's account (unless otherwise agreed in writing).


Once the goods have been placed at the customer's disposal at the agreed place (DAP), the customer must carry out receipt and inspection in accordance with section 3.


 

3) Inspection on receipt (48-hour deadline)

 


The customer must inspect the order on receipt or collection and notify any issue in writing within 48 hours of delivery, including:

 

  • visible damage to bags, packaging or pallets,

  • shortages (bags, units or weight),

  • wrong lot or reference,

  • damage attributable to transport.

 


Evidence requirement: clear photos of:

 

  • outer packaging, pallet and wrap,

  • lot labels,

  • damaged bags,

  • and proof of delivery.

 


Critical recommendation: if the carrier allows it, note the issue on the delivery note/receipt (“accepted with reservation due to…”) and keep the packaging for inspection.

 

 

 

B) Policy for consumers (B2C)

 


 

4) Withdrawal (14 days) and limitations due to the nature of green coffee

 


As a consumer, you may withdraw from the purchase within 14 calendar days of receipt only if the product meets the integrity conditions described below.


B2C customers may purchase any presentation (e.g. full bags, packs or available formats), but the withdrawal conditions apply equally to every presentation.


 

4.1 Conditions for accepting withdrawal (B2C)

 

For withdrawal to be accepted:

 

  • the product must be unopened, untampered with and in its intact original packaging;

  • the labels and lot identification must remain intact and legible;

  • the coffee must not have been repacked, blended or altered.

 


 

4.2 Cases not accepted (B2C)

 

Returns on grounds of withdrawal are not accepted where:

 

  • the product has been opened, repacked, blended or altered,

  • there are signs of handling or of subsequent storage that cannot be verified,

  • the lot has lost traceability due to broken labels/identification,

  • the product shows deterioration attributable to conditions after delivery.

 


Reason: because it is a food/agricultural product, and for reasons of hygiene, safety and traceability.


 

4.3 Cost of return (B2C)

 

Unless the error is attributable to Curador Green or there is a validated transport incident, the direct cost of the return is borne by the customer.


 

4.4 Refunds (B2C)

 

If withdrawal is accepted:

 

  • we will refund the product price and standard shipping (if applicable),

  • within a maximum of 14 days of notification, and we may withhold the refund until we receive the product or proof of return,

  • using the same payment method, unless expressly agreed otherwise.

 

 

 

 

C) Policy for businesses/professionals (B2B)

 


 

5) Returns (B2B): general rule

 


In B2B sales of green coffee, returns are not accepted for change of mind, for purchasing errors by the customer, or for reasons arising after delivery that are attributable to the buyer's storage/handling.


Returns are only considered in the event of:

 

  • validated transport damage,

  • a lot/reference error attributable to Curador Green,

  • a quality non-conformity validated in accordance with the procedure in section 6.

 

 

 

 

6) Quality non-conformity (B2B): procedure

 


The quality reference is the approved sample and the published specification sheet for the lot. If the non-conformity is confirmed, the remedy (replacement, credit or discount) is agreed between the parties. Failing agreement, the dispute shall be settled by arbitration under the European Standard Contract for Coffee (ESCC).

If the buyer considers that there is a quality non-conformity, the buyer must:

 

  1. Give written notice within 21 calendar days of delivery or collection (or of discovery of the defect, if it was not reasonably detectable at the initial inspection).

  2. Provide:

     

    • order number and lot,

    • a specific description of the problem,

    • evidence (photos/video),

    • internal control results, if any (moisture, defects, etc.),

    • storage conditions since delivery (temperature/humidity/ventilation/odours).

     

 


Curador Green may request:

 

  • samples of the lot (e.g. 300–500 g) for verification,

  • additional inspection or analysis,

  • confirmation of lot traceability/identification.

 


 

6.1 Limits and exclusions (B2B)

 


Claims will not be accepted where:

 

  • the coffee has been repacked, blended or altered,

  • lot traceability cannot be verified,

  • there is evidence of improper storage/handling after delivery,

  • the claim is submitted out of time,

  • the variation is reasonably consistent with the nature of the agricultural product and the lot information (unless otherwise specified in the contract).

 

 

 

 

7) Damage in transit (B2B/B2C)

 


If the damage is attributable to transport and is validated in accordance with sections 3 and 6, Curador Green may offer, as appropriate:

 

  • replenishment/replacement (subject to availability),

  • partial credit,

  • a credit note,

  • or a full/partial refund of the affected product.

 

 

 

 

8) Documentation, traceability and reference errors

 


Any issue relating to documentation or traceability (where applicable) must be notified within 7 calendar days of delivery or of receipt of the documents.

 

 

 

D) Return authorisation (RMA) and return logistics

 


 

9) Mandatory RMA

 


Every return requires prior written authorisation (RMA).

Returns sent without authorisation will not be accepted.


 

10) Return conditions

 


If a return is authorised:

 

  • product intact, in original packaging,

  • lot identification visible,

  • not handled or repacked,

  • securely packed for transport.

 


 

11) Return costs

 

 

  • If the cause is attributable to Curador Green (reference error or validated transport damage): Curador Green coordinates or bears the cost, as appropriate.

  • In other cases: the customer bears the cost of return and handling.

 

E) Contact

 


To start a return or claim:

Email: hola@curador.coffee

Subject: “Claim/Return — Order #___ — Lot ___”

Include: order number, lot, photos and description.

 

RFQ/confirmation

 


“As green coffee is an agricultural product, the customer undertakes to inspect the goods on receipt and to notify any issues in accordance with this policy. Unloading for DAP deliveries is for the customer's account. Responsibility for storage and handling after delivery lies with the customer.”