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CANCELLATION OF ORDERS, RETURNS AND REFUNDS

1. Order cancellation

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The User has the right to cancel an order as long as it has not been processed for shipping. To request the cancellation, the following information should be sent via email to info@cafelabrasilera.com:

  • Full name of the person who made the purchase.

  • Order number.

  • Reason for the cancellation.

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Once the request is received, a response will be provided within a maximum of 24 hours to confirm its processing. If the order has already been shipped, cancellation will not be possible, and the User will need to request a return following the conditions outlined in the next section.

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2. Returns and refunds

If the User is not satisfied with their purchase, they can request a return of the item within a maximum of 14 calendar days from the receipt of the product, in accordance with applicable consumer rights legislation.

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2.1. Conditions for return

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To process a return, the following requirements must be met:

  • The product must be in its original condition, unused, and with the original packaging and labels.

  • Returns will not be accepted if the product shows signs of use, damage, or improper handling.

  • For perishable or personal use products, returns will not be accepted for hygiene and safety reasons, except in cases of manufacturing defects.

  • Return shipping costs will be borne by the User unless it is an error on the part of the company or a defective product.

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To initiate the return process, the User must send an email to info@cafelabrasilera.com, providing the following information:

  • Full name.

  • Order number.

  • Product(s) to be returned.

  • Reason for the return.

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Once the request is received, it will be assessed for acceptance, and the necessary information for shipping the product back to our facilities will be provided.

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2.2. Refund processing

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If the return meets the specified conditions, the corresponding refund will be processed using the same payment method used for the purchase.

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  • Refunds will be processed within a maximum of 7 working days from the receipt of the returned product.

  • The time for the refund to appear on the User’s bank account may vary depending on the financial institution.

  • Original shipping fees will not be refunded, except in cases of order errors or defective products.

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For any questions or clarifications about the cancellation, return, or refund process, you can contact us at info@cafelabrasilera.com.

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