Refund policy
1. Introduction
This policy sets out the conditions under which LUMIRIA COFFEE ROASTERS S.A.C., trading as Café NOS (RUC: 20611436671), accepts requests for exchanges and returns of products purchased through the online store www.cafesnos.com. This policy applies to all products sold on the Platform and is governed by the Consumer Protection and Defense Code (Law No. 29571) and the health regulations applicable to food products.
2. General conditions for exchanges and returns
The customer may request an exchange or return within seven (7) calendar days from the date the product is received, provided that the following conditions are met:
- The product must be in its original packaging, sealed and with no signs of having been opened, handled or consumed.
- The product must not show damage caused by the customer.
- The customer must have the proof of purchase (electronic receipt or invoice) or the order confirmation email.
Exchanges and returns will not be accepted in the following cases:
- Food products (whole bean coffee or capsules) whose packaging has been opened or whose safety seal has been broken, unless they have manufacturing defects or do not correspond to the product ordered.
- Products purchased in promotions or clearance sales expressly marked as "final sale".
- Subscription orders that have already been processed and dispatched according to the renewal cycle (the customer may cancel their subscription before the next cycle to avoid future charges).
- Ground coffee, at any grind level (see section 2.1 below).
2.1 Ground coffee: special condition (no exchanges)
Orders of ground coffee, at any grind level (coarse, medium, medium-fine, fine or extra fine), are not eligible for exchange or return for reasons of customer preference (for example, change of mind, change of grind level, variety or size). This restriction applies even if the package arrives sealed and unopened.
This is because:
- Grinding is a customization process that Café NOS carries out specifically at each customer's request, according to the level requested at the time of purchase.
- Once ground, the bean is exposed and loses the preservation and food-safety conditions required for repackaging or commercial recirculation, so the product cannot be returned to inventory for sale to another customer.
This condition is based on the following Peruvian regulations:
- Consumer Protection and Defense Code (Law No. 29571): recognizes exceptions to the right of exchange or withdrawal for goods made or customized according to the consumer's specifications, and for goods whose hygiene or health conditions prevent their subsequent sale once opened or handled.
- Regulation on Health Surveillance and Control of Food and Beverages (Supreme Decree No. 007-98-SA, as amended): establishes the hygienic-sanitary conditions required in the handling, portioning and sale of food, and requires guaranteeing the safety of the product released to the market.
- Food Safety Law (Legislative Decree No. 1062): makes the supplier responsible for ensuring that the food sold is healthy and safe, a condition that cannot be guaranteed for ground coffee already delivered to the consumer.
This special condition does not apply to cases of error attributable to Café NOS (wrong, defective or damaged-in-transit product), which remain covered by the warranty described in section 6.
Recommendation: if you have doubts about the right grind level for your brewing method, write to us before completing your purchase at ventas@cafesnos.com or via WhatsApp; we will gladly advise you to avoid any inconvenience.
3. Process to request an exchange or return
To start an exchange or return request, the customer must follow these steps:
Step 1: Contact the customer service team at ventas@cafesnos.com or via WhatsApp at +51 989 814 645 within the seven (7) calendar day period.
Step 2: Provide the following information: order number, full name of the purchaser, description of the reason for the request and photographs of the product and its packaging.
Step 3: The Café NOS team will evaluate the request within a maximum of three (3) business days and will communicate the decision to the customer by email.
Step 4: If the request is approved, the customer will receive instructions for returning the product (where applicable) or for coordinating the exchange.
4. Refund and exchange options
Once the request is approved, the customer may choose one of the following options:
- Refund of the amount paid: it will be made through the same payment method used in the original purchase, within five (5) to ten (10) business days from approval.
- Store credit: the amount will be credited to the customer's account for future purchases.
- Product exchange: replacement with the same whole bean product in a different size or another product of equal or greater value (paying the difference, if applicable). Does not apply to ground coffee, in accordance with section 2.1.
5. Shipping costs and responsibility
When the exchange or return is due to an error by Café NOS (wrong, defective or damaged-in-transit product), the shipping costs of the return and of the new dispatch will be fully borne by the company.
If the exchange or return is requested for the customer's personal preference and the product is eligible for exchange (for example, whole bean coffee: change of variety or package size), the round-trip shipping costs will be the customer's responsibility. Remember that ground coffee is not eligible for exchanges due to preference, in accordance with section 2.1.
6. Exceptions and warranties
In the case of products that arrive damaged, defective or that do not correspond to the order placed —including ground coffee—, Café NOS will proceed with an immediate replacement or a full refund at no cost to the customer, subject to photographic verification of the product received.
Café NOS guarantees that all its products comply with current food quality standards and applicable health regulations (DIGESA). The expiration date and production lot are printed on each package.
7. Applicable legal basis
This policy is drawn up in accordance with the following regulations in force in Peru:
- Law No. 29571 — Consumer Protection and Defense Code.
- Supreme Decree No. 007-98-SA — Regulation on Health Surveillance and Control of Food and Beverages (DIGESA).
- Legislative Decree No. 1062 — Food Safety Law.
- Law No. 26842 — General Health Law.
8. Contact and customer service
For any inquiry related to exchanges, returns or complaints, the customer may contact us through:
- Email: ventas@cafesnos.com
- Phone / WhatsApp: +51 989 814 645
- Address: Calle Carlos Porras Osores 440, Lima, Perú
- Business hours: Monday to Friday from 9:00 a.m. to 6:00 p.m.