Cases where a refund or exchange DOES apply
Within the period or circumstances of the right of withdrawal
In accordance with article 13-A of the Consumer Protection Act, the customer has the right to unilaterally withdraw from the purchase without needing to justify their decision and without any penalty, provided that the following applies:
- No more than 8 business days have elapsed since delivery
- The product has not been used, meaning that the product packaging has not been opened in any way and the coffee has not been consumed.
Product in poor condition upon delivery
If the coffee arrives visibly damaged, damp, moldy, or with any sign of deterioration that renders it unfit for consumption, the customer has the right to request an exchange of the product or a full refund.
Broken or damaged packaging
If the packaging arrives broken, punctured, or compromised in such a way that the coffee has lost its freshness or presentation, the customer may request an exchange or refund.
Incorrect product
If the customer receives a coffee different from the one ordered (incorrect origin, process, or weight), they have the right to an exchange at no additional cost or to a full refund.
Delivery error
If the order was not delivered for reasons attributable to Café Nativo or to the logistics service, a free reshipment or a full refund is arranged.
Cases where a refund or exchange does NOT apply
Flavor preference
Specialty coffee has complex and unique flavor profiles depending on origin, variety, and processing method. Given that each lot is produced by small Salvadoran coffee growers using artisanal methods, we cannot guarantee that the flavor will match each customer's personal preferences. For this reason, dissatisfaction with the flavor profile is not grounds for a refund.
Brewing method
If the customer is not satisfied with the result in the cup due to factors related to their brewing method, coffee equipment, or inadequate grind, no refund applies. Café Nativo offers brewing guidance and recommendations to help the customer get the most out of their product.
Product already consumed
Refund or exchange requests are not accepted for products that have been mostly consumed, except in cases where the defect was detected from the outset and documented in a timely manner.
Requests outside the time limit
Requests on grounds of withdrawal, and not due to product defects, must be made within the 8 business days following receipt of the order.
Process for requesting a refund or exchange
To protect both the customer and Café Nativo, every request must follow these steps:
- Contact: The customer writes to Café Nativo's support channel (WhatsApp / email)
- Evidence: where the product presents a defect in its packaging, the customer shall send clear photographs of the product and packaging in the condition in which it was received.
- Review: The Café Nativo team will assess the case within a maximum of 24 business hours.
- Resolution: If the case applies, the exchange is arranged with the next available lot or the refund is processed within 3 to 5 business days.
A note from the brand
Café Nativo works directly with local producers, and each coffee lot is an authentic expression of the natural richness of our Salvadoran land. Although we cannot guarantee flavor preferences, we do guarantee quality, freshness, and integrity in every shipment. If you have questions about which coffee best suits your palate, our team is available to guide you before your next subscription.