Refund and Returns Policy

1. Right of withdrawal

If you are a consumer under the Italian Consumer Code (Legislative Decree 206/2005), you have the right to withdraw from your purchase within 14 days of receiving the Products, without giving any reason and without penalty, except for the exclusions set out in section 4.

The 14-day period starts on the day you, or a third party you have designated other than the carrier, take physical possession of the Products. If your order includes several Products delivered separately, the period starts when you receive the last Product.

2. How to withdraw

Simply send an explicit statement to:

Essentzia di Mereu Gianluca
Via Santa Gilla 129A — 09122 Cagliari, Italy
Email: info@essentziacoffee.live
Phone: +39 351 4773456

Email is the quickest channel and is fully valid. You may use the model withdrawal form set out in Annex I, Part B of Legislative Decree 21/2014, or write a free-form statement giving your order number and the Products you wish to return.

Once we receive your message, we will reply within 2 working days with instructions for sending the Products back.

Conditions for returning Products

• Products must be returned intact, unused, and with the original packaging still sealed.
• Withdrawal applies to the Product as a whole: if a Product consists of several elements, you cannot return only part of it.
• Products must be shipped back within 14 days of your withdrawal notice.

3. Refunds and shipping costs

Situation	Cost of the return	What we refund
Damaged, incorrect or faulty Product	None, we cover it	The price of the Product and the original delivery cost
Withdrawal, you changed your mind	€5.00 flat rate for return shipping	The price of the Product and the original standard delivery cost

Refunds are issued within 14 days of the date we receive your withdrawal notice, using the same payment method you used for the purchase. We may withhold the refund until we have actually received the returned Products, or until you provide evidence that you have sent them back.

If you chose a delivery method more expensive than our standard option when placing the order, the difference is not refunded.

4. When the right of withdrawal does not apply

Under Article 59 of Legislative Decree 206/2005, the right of withdrawal does not apply to:

• Coffee roasted to order, in any variety, roast level or format. These are Products made to your specification and cannot be put back on sale.
• Sealed Products that have been opened after delivery, for reasons of hygiene and health protection. This includes coffee, tea, infusions and any other food Product whose packaging has been opened or tampered with.
• Perishable Products, or Products with a short remaining shelf life, whose sensory qualities may deteriorate if stored improperly during return transit.
• Gift cards and vouchers that have already been issued.
• Courses, masterclasses and Coffee Experiences where delivery has already begun with your express consent. For cancellations made in advance, the conditions stated on each course page apply.

The right of withdrawal does not apply to customers purchasing in the course of their business, trade, craft or profession, including where an invoice with a VAT number is requested.

If you return a Product that falls within one of the exclusions above, we will send it back to you and charge you the relevant shipping costs.

5. Damaged, incorrect or missing Products

Please check the contents of your parcel on delivery. If you find transit damage, a Product different from the one you ordered, or a missing item, email us at info@essentziacoffee.live within 14 days of delivery, attaching a few photographs of the parcel and its contents.

We will arrange a replacement or a full refund including delivery costs, at no cost to you. In these cases you do not need to return anything in advance unless we expressly ask you to.

6. Legal guarantee of conformity

Products sold by Essentzia are covered by the legal guarantees provided for in Articles 128 and following of the Italian Consumer Code, as amended by Legislative Decree 170/2021.

If you are a consumer, the legal guarantee lasts two years from delivery of the Product and entitles you, depending on the circumstances, to have conformity restored free of charge through repair or replacement, or to a proportionate price reduction or termination of the contract. Claims may be brought within twenty-six months of delivery.

For food Products, the guarantee is assessed against the best-before date shown on the packaging.

To make a claim under the guarantee, email info@essentziacoffee.live with your order number and a description of the fault.

7. Complaints

You can submit a complaint by writing to info@essentziacoffee.live or, if you prefer a tracked written channel, by registered post with return receipt to:

Essentzia di Mereu Gianluca
Via Santa Gilla 129A — 09122 Cagliari, Italy

We aim to respond within 7 working days of receipt.

If we cannot reach an agreed solution, you may turn to an alternative dispute resolution body listed by the Italian Ministry of Enterprise and Made in Italy, or to the Chamber of Commerce for your area.

8. Errors and limitation of liability

Product information published on the Site is kept up to date on an ongoing basis. We cannot, however, guarantee the complete absence of errors, for which Essentzia cannot be held liable except in cases of wilful misconduct or gross negligence.

Essentzia reserves the right to correct errors, inaccuracies or omissions even after an order has been placed, and to amend or update information at any time, without prejudice to your rights under the General Terms and Conditions of Sale and the Italian Consumer Code.

9. Governing law and jurisdiction

The contract of sale between the Customer and Essentzia di Mereu Gianluca is deemed to be concluded in Italy and is governed by Italian law.

For disputes concerning the interpretation, performance or termination of the contract, where the Customer is a consumer under the Italian Consumer Code, exclusive jurisdiction lies with the court of their municipality of residence or domicile, if located in Italy. Consumers resident in other European Union member states continue to benefit from the mandatory protections of the law of their country of habitual residence. In all other cases, exclusive jurisdiction lies with the Court of Cagliari.

Contact

Essentzia di Mereu Gianluca
Via Santa Gilla 129A — 09122 Cagliari (CA), Italy
VAT number: IT04174930927
Email: info@essentziacoffee.live
Phone: +39 351 4773456

Opening hours: Monday to Saturday 8.30 am – 2.30 pm. Thursday and Friday also 4.00 pm – 7.00 pm.

Last updated: August 2026.