Cancellation 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 to cancel orders and/or subscriptions placed through the online store www.cafesnos.com.
2. Order cancellation (one-time purchase)
The customer may request the total or partial cancellation of an order as long as it has not yet been dispatched.
- Orders not yet dispatched: may be cancelled at no cost. Remember that, according to our shipping policy, orders placed before 4:00 p.m. (Monday to Friday) are dispatched the next business day, so the window to cancel at no cost is usually brief.
- Orders already dispatched: once the order has been handed over to the courier company or picked up in store, it can no longer be cancelled. In that case, the customer may rely on our Refund Policy to request an exchange or return, as applicable.
- Orders for in-store pickup: if the order has not been picked up, it may be cancelled by contacting our team before the scheduled pickup date.
3. Subscription cancellation
For products that the customer purchases under a subscription or recurring delivery model (for example, capsules or packs with periodic shipping):
- The customer may cancel their subscription at any time from their account at www.cafesnos.com or by writing to our customer service team.
- To avoid the charge for the next cycle, the cancellation must be requested at least 3 business days before the scheduled renewal/billing date.
- Cycles already processed and dispatched are not refundable due to cancellation; the customer will still receive that shipment, but no future charges will be generated.
- Cancelling a subscription does not affect the status of independent orders placed outside that subscription.
4. How to request a cancellation
Step 1: Contact our team as soon as possible through:
- Email: ventas@cafesnos.com
- WhatsApp: +51 989 814 645
Step 2: Indicate your order number (or the name associated with your subscription), the reason for the cancellation and, if applicable, whether you wish to cancel the entire order or only part of it.
Step 3: Our team will confirm whether the order can still be cancelled (according to its dispatch status) and will communicate the decision to you within a maximum of 24 business hours.
5. Refunds due to cancellation
If the cancellation is approved and payment had already been made:
- The refund will be processed through the same payment method used in the original purchase, within five (5) to ten (10) business days.
- Credit/debit card payments: card payments are processed through our payment gateways (Culqi or Mercado Pago, depending on the method chosen at the time of purchase). The time it takes for the amount to be reflected in the customer's account statement depends on the timeframes set by the card's issuing bank, which are beyond the control of Café NOS. The treatment of the transaction fee varies depending on the gateway used:
- If the payment was processed through Culqi, the gateway deducts from the amount to be refunded the fee generated when processing the charge, so the amount refunded will be the amount paid minus that fee.
- If the payment was processed through Mercado Pago, the sales fee is not deducted when making the refund, so the customer receives the full amount paid.
- If the payment was made via Yape or another direct method, the fastest way to refund will be coordinated with the customer.
- Alternatively, the customer may choose to receive the amount as store credit for a future purchase, in which case no fee deduction will apply.
6. Exceptions
The following cannot be cancelled:
- Orders already dispatched or delivered.
- Products made or customized specifically at the customer's request (where applicable).
- Subscription cycles already processed as indicated in section 3.
7. Contact and customer service
Email: ventas@cafesnos.com
Phone / WhatsApp: +51 989 814 645
Business hours: Monday to Friday from 9:00 a.m. to 5:00 p.m.