Last updated: 19 June 2026
1. Introduction
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At Espresso Coffee Shop we care about your satisfaction. This page explains the right of withdrawal, returns, refunds and the handling of defective products, and is an integral part of our Terms and Conditions. All customers may return within 14 days of receipt; for Consumers this is the statutory right of withdrawal, while for Businesses and non-EU customers it is a return granted under the conditions in the dedicated sections.
2. Right of Withdrawal — Consumers (14 days)
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A Consumer has the right to withdraw within 14 days of receiving the goods, without giving reasons (arts. 52–59 Italian Consumer Code). Notify your decision within the 14 days via: Email support@espressocoffeeshop.com · Phone +39 049 9904445 · WhatsApp +39 351 584 6466, stating your order number and the items. You may use the model withdrawal form (Annex I, Part B, Consumer Code).
3. Returning the goods
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Return the goods within 14 days of your notice, in the condition in which you received them; where possible, reuse the original packaging. Unless otherwise stated, return costs are borne by the customer. We recommend a trackable, insured shipping method.
4. Diminished value
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The Consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning (art. 57 Italian Consumer Code). In such cases ECS may deduct from the refund an amount corresponding to that diminished value, assessed case by case. No flat penalties apply.
5. Refund
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The refund is made within 14 days of the withdrawal notice, using the same payment method. ECS may withhold the refund until the goods are received or proof of return shipment is provided. The refund includes the cost of the initial standard delivery; supplementary delivery costs (e.g. express shipping) and return costs are not refunded.
6. Withdrawal exclusions
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Statutory exceptions apply (art. 59), including made-to-measure or personalised goods and sealed products opened after delivery that are unsuitable for return for hygiene reasons.
7. Defective or damaged products (Consumers)
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Goods sold to Consumers are covered by the 24-month legal guarantee of conformity (arts. 128 ff. Italian Consumer Code): in case of a defect you are entitled to repair or replacement free of charge and, where applicable, to a price reduction or contract termination. Please report defects or transit damage as soon as possible, with a description and photos. For minor issues that do not affect functionality, ECS may supply the necessary spare parts. See also the Warranty policy.
Transit damage. Any visible damage caused in transit must be reported within 5 calendar days of receipt, with photos, so we can resolve the matter with the carrier. This time limit applies to apparent transit damage only and does not affect your statutory rights for faulty or non-conforming goods.
8. Purchases by Businesses / Companies (VAT)
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The consumer right of withdrawal does not apply to Businesses (VAT-number holders, companies and entities): a return within 14 days is granted at ECS's discretion, subject to prior written authorisation (RMA), and may incur a restocking fee of up to 15% of the price. Defects are governed by arts. 1490 ff. of the Italian Civil Code (report within 8 days, time-barred 1 year). ECS's liability is limited, to the extent permitted by law, to repair or replacement of the defective goods, excluding indirect, consequential damages and lost profits. Goods sent without an RMA will not be accepted. Exclusive jurisdiction: Padua. See the Terms and Conditions, sec. 9.
9. Non-EU Customers
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A return within 14 days is granted subject to prior written authorisation, provided that: VAT, duties and all shipping costs (outbound and return) are borne by the customer; a restocking/handling deduction of up to 15% may apply; the initial shipping is not refunded. For minor issues that do not affect functionality, ECS supplies only the necessary spare parts (no full refund or replacement); alternatively, warranty repair with shipping to ECS at the customer's expense.
10. Transport damage — insured shipments
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All our shipments are insured. If a product is damaged in transit, the carrier's insurance can be activated provided the damage is reported within 5 calendar days of delivery to support@espressocoffeeshop.com and all of the following are provided:
- a photo of the external packaging (the parcel as received, from all sides, including the damaged areas);
- a photo of the waybill (the shipping label applied to the parcel);
- a photo of the damaged product.
Without this complete documentation the claim cannot be opened with the carrier and, consequently, we will not be able to proceed with replacement or refund for transport damage. On delivery we recommend inspecting the parcel in the courier's presence: if the external packaging is visibly damaged, accept it subject to inspection or refuse the shipment. For consumers, the above does not affect the mandatory rights provided by law: the documentation request serves only to enable the swift handling of the insurance claim.
11. Packaging of returns
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Returned products must be adequately packaged, preferably in the original packaging or in equivalent packaging suitable to protect them during transport. In the event of inadequate packaging, any damage suffered during the return transport is borne by the customer. This applies to all types of return (withdrawal, defect, warranty service).
