We want you to be completely satisfied with your purchase. This Returns and Refund Policy outlines the process for returning items, receiving refunds, and understanding exceptions for certain products. This policy complies with Dutch law and EU regulations, including specific provisions for perishable goods, customized products, and international orders.
Table of Contents
1. Your Right of Withdrawal
In accordance with the EU Consumer Rights Directive (2011/83/EU) as implemented in Dutch law, you have the right to withdraw from your purchase without giving any reason within 14 days from the date you received your order (the “cooling-off period”).
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the purchase by sending a clear statement (e.g., a letter, fax, or email) to the contact details provided at the end of this policy. You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired.
Legal Basis: The right of withdrawal is a mandatory consumer right under the EU Consumer Rights Directive (2011/83/EU), implemented in Dutch law through Book 6 of the Dutch Civil Code (Burgerlijk Wetboek). This right allows consumers to reconsider their purchase decisions made at a distance without having to provide any reason.
2. How to Return an Item
- Notify Us: Contact us at support@effendy.com within 14 days of receiving your order. Please include your order number and the items you wish to return.
- Receive Confirmation: We will send you a return authorization and instructions.
- Package Securely: Items must be unused, in their original packaging, and include all accessories, manuals, and documentation.
- Ship Your Return: Send your package using a trackable shipping method to the address provided in our return instructions. Return shipping costs are at your own expense unless the item is defective or incorrect.
- Receive Your Refund: Once we receive and inspect your return, we will process your refund within 14 days. The refund will be issued to the original payment method used for the purchase.
3. Return Conditions
To be eligible for a return and refund, your item must meet the following conditions:
- The return request must be made within 14 days of delivery.
- Products must be in their original, unused condition.
- Products must be in their original packaging with all accessories, manuals, and documentation included.
- Products must not show signs of use, damage, or wear beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
- You must include proof of purchase (order number, receipt, or invoice).
If the returned product does not meet these conditions, we reserve the right to refuse the return or to reduce the refund amount to reflect any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
4. Exceptions to the Right of Withdrawal
In accordance with Article 16 of the EU Consumer Rights Directive (2011/83/EU) and Dutch law, the right of withdrawal does not apply to:
- Perishable goods with a short shelf life, including but not limited to fresh coffee beans and food products.
- Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- Goods that are made to the consumer’s specifications or are clearly personalized.
- Sealed audio or sealed video recordings or sealed computer software, if unsealed after delivery.
- The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and acknowledgment of loss of the right of withdrawal.
- Services that have already begun, with the consumer’s prior express consent, before the end of the 14-day period.
5. Customized and Freshly Branded Coffee
Per-order freshly branded coffee and customized products are specifically created according to your specifications and are therefore exempt from the standard right of withdrawal under EU and Dutch consumer law.
This includes, but is not limited to:
- Coffee beans with custom roasting profiles
- Coffee blends created to your specifications
- Products with personalized packaging or labeling
- Custom-ground coffee to your specifications
- Gift sets assembled to your specifications
Exception for Defects: If customized or freshly branded products arrive with defects or do not conform to the agreed specifications, you retain the right to return them. In such cases, please contact us within 48 hours of receipt with a description and photo of the issue.
Legal Basis: The exception for customized products is based on Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), which states that the right of withdrawal shall not apply to “the supply of goods made to the consumer’s specifications or clearly personalized.” This is implemented in Dutch law through Article 6:230p of the Dutch Civil Code.
6. Exchanges
We do not directly process exchanges. If you need a different product, the most efficient approach is to:
- Return the unwanted item following our standard return procedure.
- Place a new order for the desired item.
This ensures faster processing and allows you to select exactly what you want without delay.
7. Refund Process
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Once your return is received and inspected, we will process your refund according to the following timeline:
- We will notify you by email once we have received and inspected your return.
- If approved, your refund will be processed within 14 days from the date we receive the returned item.
- Refunds will be issued to the original payment method used for the purchase.
- The refund will include the full purchase price of the returned item(s) and the original shipping costs (if applicable).
- Return shipping costs are at your expense unless the item was defective, damaged, or incorrect.
If your refund is not received within the specified timeframe, please check your bank account again, contact your credit card company (it may take some time before the refund is officially posted), or contact your bank. If you have done all of this and still have not received your refund, please contact us at support@effendy.com.
Legal Basis: According to Article 13 of the EU Consumer Rights Directive (2011/83/EU), the trader must reimburse all payments received from the consumer, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which the trader is informed of the consumer’s decision to withdraw from the contract.
8. International Returns
For customers outside the European Union:
- The 14-day right of withdrawal still applies, but please note that international shipping times may affect the process.
- You are responsible for return shipping costs and any applicable customs duties or taxes incurred when returning items.
- Original shipping costs for orders delivered outside the EU are non-refundable.
- Please mark returned packages as “Returned Merchandise” to avoid potential customs charges.
- We recommend using a trackable shipping service for all international returns.
9. Complaints & Warranty
If your item arrives damaged, defective, or incorrect:
- Report the issue within 48 hours of receipt by emailing support@effendy.com.
- Include your order number, a description of the problem, and photos showing the issue.
- We will provide instructions for return or replacement.
- For defective items, we will cover the return shipping costs.
All non-perishable products come with a statutory warranty of conformity for a period of two years from the date of delivery, in accordance with EU consumer law. This warranty covers defects that were present at the time of delivery.
For coffee equipment, specific manufacturer warranties may apply in addition to your statutory rights. Details of any manufacturer warranty will be included with the product documentation.
10. Your Legal Rights
This Returns and Refund Policy does not affect your statutory rights as a consumer. Under EU and Dutch law, you have certain rights that cannot be excluded by contract, including:
- The right to products that are as described, fit for purpose, and of satisfactory quality.
- The right to have defective products repaired or replaced.
- The right to a price reduction or a full refund for defective products that cannot be repaired or replaced.
- The right to a cooling-off period for distance purchases (with exceptions as noted above).
If you believe your legal rights have been violated, you may contact the Dutch Consumer Authority (Autoriteit Consument & Markt) or use the European Commission’s Online Dispute Resolution platform at http://ec.europa.eu/odr.
Model Withdrawal Form
You may use the following form to exercise your right of withdrawal, but it is not obligatory:
To: Effendy – Selection Exclusive (Telesto Group B.V.)
[Address]
Email: support@effendy.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
[Description of goods/services]
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate
11. Contact Us
If you have any questions or concerns about our Returns and Refund Policy, please contact us:
Effendy – Selection Exclusive
A registered brand of Telesto Group B.V.
EUIPO 018734426 – WIPO WO0000001705806 – BOIP 1460547
Email: support@effendy.com
Phone: +31 10 200 4968
Address: Rotterdam Airportplein 22, 3045 AP Rotterdam
This Returns and Refund Policy was last updated on May 21, 2025, and supersedes all previous versions.
Sources: This policy has been drafted in compliance with Dutch law, EU regulations including the Consumer Rights Directive (2011/83/EU), E-Commerce Directive (2000/31/EC), and other applicable laws. For more information on EU consumer rights, visit Your Europe.
