Refund policy

In the online store  coffeetime.si (operated by Nackle d.o.o.), we strive every day to ensure you are completely satisfied with our premium coffee, selected teas, hot chocolates, as well as our machines and cups. If, for any reason, the product you received does not meet your expectations, you have the full right to withdraw from the contract and return the goods.

1. Quick Order Cancellation (in just two clicks)

If you change your mind immediately after placing an order, you can easily and quickly cancel your purchase:

  • Log in to your user profile on our website.
  • Under order history, you can cancel your selected order with just two clicks (this option is valid as long as the shipment has not yet been handed over to the delivery service).

2. Withdrawal Period

As a buyer (consumer), you have the right to notify us within 14 days of receiving the goods that you are withdrawing from the contract, without needing to state a reason for your decision. The period begins the day after the day you physically received the shipment.

3. Conditions for Return Approval

As our product range includes both food items and technical equipment, the following conditions must be met for return approval:

  • Original and unopened packaging (food products): For hygiene and health protection reasons, returns of opened food products (coffee, tea, hot chocolate) are not possible. The product must be returned in its original, undamaged, and unopened packaging (with the protective seal/foil intact).
  • Unused and undamaged product (equipment): Machines, cups, and other accessories must be unused, undamaged, and in their original quantity. Products must not show any visible signs of use, cleaning, or damage.

4. Return Process (Step by Step)

  1. Withdrawal Notification: Before sending the product back, please notify us of your withdrawal from the contract in advance via our email: info@coffeetime.si. You can also use the withdrawal form available on our website.
  2. Packaging and Shipping: Securely package the product in additional protective packaging to prevent damage during transport. Ship it to our return address:
coffeetime.si - RETURNS
NACKLE d.o.o.
Polje 9k
6310 Izola
+386 40 634 074
reklamacije@coffeetime.si

Shipping Costs: The cost of returning the goods (postage for shipping back to us) is entirely covered by the buyer. We do not accept cash-on-delivery shipments.

5. Goods Inspection and Refund

Once the shipment is received at our receiving office, our expert team will conduct a thorough inspection of the returned item:

  • If the product meets all the above conditions, we will promptly (within a maximum of 14 days of receiving the withdrawal notice or upon receipt of the returned goods) refund all payments received.
  • Purchase Price and Delivery Costs: We will refund the full purchase price of the product, including the costs of the original delivery (unless you chose non-standard/express delivery – in this case, we will refund the amount equivalent to our standard, most affordable delivery option).
  • We will process the refund using the same payment method you used for the purchase, unless we explicitly agree otherwise.

6. Exceptions for Legal Entities (B2B Customers)

The right to withdraw from the contract within 14 days without stating a reason applies exclusively to individuals (consumers). For legal entities (companies, cafes, hotels, restaurants) that provide their company tax number at the time of purchase, the general terms and conditions for businesses or individual agreements apply.

To further tailor this text to your brand and prepare other marketing materials (e.g., emails, social media posts, or product descriptions), I would like to ask for some additional information:

  • Who is your target audience? Are you primarily selling to passionate home coffee enthusiasts (B2C) who appreciate the coffee ritual, or are you focusing more on businesses and hospitality providers (B2B)? If you need help defining personas (ideal customers), I'm happy to assist.
  • What are your brand's guidelines (Tone of Voice)? Do you want your communication to be relaxed, warm, and a bit playful (like the aroma of morning coffee), or more serious, minimalist, and professional?