Refund and Returns Policy

Last updated: June 2026

At Flor a Fruto SAS, we are committed to the quality of our products. If for any reason you are not satisfied with your purchase, please find our policies below.

1. Roasted Coffee (B2C Purchases)

Return period: 30 calendar days from the date of purchase.

• The product must be unopened and in its original packaging for a full return.
• Damaged, defective, or incorrect product: we accept returns even if opened. Please include photos of the issue.
• Original shipping costs are non-refundable, except in the case of our error.
• Return shipping costs are the buyer's responsibility, except in the case of our error or a defective product.

2. Green Coffee (B2B Transactions)

• Evaluation samples: Non-refundable.
• Confirmed orders: Returns are not accepted once shipped, unless agreed-upon specifications are not met (SCA score, moisture, defects).
• Quality claims: Within 15 days of receipt, with a cupping report by a certified Q-Grader.
• EXW conditions: Risk transfers to the buyer at the time of delivery to the carrier (Incoterms 2020).

3. Shipments damaged during transport

If your order arrives damaged: take photos of the packaging and the product, and contact us within 48 hours of receipt. We will file a claim with the carrier and offer you a reshipment or full refund.

4. Customs and import taxes

For international shipments, all duties, import taxes, and customs fees are the sole responsibility of the buyer. Flor a Fruto has no control over the customs policies of each country. Prices listed on the Site do not include these charges.

5. Return process

• Contact us by email or WhatsApp with your order number and reason.
• We will confirm the shipping address for the return.
• Once received and inspected, we will notify you by email.
• If approved, the refund is processed to your original payment method within 5 to 10 business days.

6. Changes and cancellations

You may cancel your order at no cost if it has not yet been shipped. For product changes (e.g., ground for whole bean), contact us and we will guide you through the process based on availability.