RETURNS
RETURNS POLICY AND D·O GUARANTEE
At D·Origen Coffee Roasters, our priority is to give you the best specialty coffee experience. If you're not happy with your purchase, here's how to return or exchange it.
1. D·O Guarantee: a coffee you love, or we'll swap it
We know trying a new coffee can be quite an experience. That's why we offer our D·O Guarantee: if the coffee you chose doesn't win you over, we'll swap it for another one. This guarantee applies once per customer and only to specialty coffees.
2. Right of withdrawal and returns
You have 14 calendar days from receiving your order to return it, no questions asked.
Email us at info@dorigencoffee.es before sending anything back and we'll tell you how to do it.
Products must arrive in their original condition, unopened and with their packaging intact.
If the return is due to our mistake (wrong or faulty product), we cover all return and resend costs.
In all other cases, return costs are paid by the customer. We'll refund the product price and the standard shipping cost of the original order within 14 days of receiving the return.
If a parcel arrives visibly damaged, refuse it on delivery and let us know as soon as possible.
3. How to make a return
Email us at info@dorigencoffee.es with the subject RETURN, and include your order number, full name and a contact phone number.
We'll reply with instructions for collection or shipping.
Once we receive the product and check its condition, we'll process the refund or exchange.
4. Exceptions
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For food safety reasons, we don't accept returns of opened coffee, except under the D·O Guarantee.
Products that are part of a pack or a promotion are assessed individually, without prejudice to your right of withdrawal.
If you have any questions, email us at info@dorigencoffee.es. We want to make sure you enjoy every cup with the best possible experience.
RETURNS AND WARRANTY FOR MACHINES AND EQUIPMENT
At D·Origen Coffee Roasters, we know choosing the right equipment is key to getting the best coffee. We want your investment to be safe, so we offer warranties and return options in case anything goes wrong.
1. Equipment warranty
- All equipment bought from D·Origen Coffee Roasters comes with the manufacturer's official warranty, which covers manufacturing defects for the period set by each brand.
- The warranty does not cover damage caused by misuse, incorrect installation or lack of maintenance.
- The machine brand's technical service is responsible for repairs and support if problems arise. The buyer must contact the manufacturer's technical service directly to request support or make a warranty claim.
2. Equipment returns
You have 14 calendar days from receipt to return the machine.
It must arrive uninstalled, in its original packaging and with all its accessories and documentation.
Return costs are paid by the customer, except in the case of a manufacturing defect or a shipping error.
3. Return procedure
Step 1: Contact us at info@dorigencoffee.es with the subject “EQUIPMENT RETURN” and include:
- Order number
- Full name
- Invoice number
- Reason for the return
- Photos or videos in case of a defect
Step 2: We'll review your request and tell you what to do next. If the product has a manufacturing fault, we'll arrange the repair or replacement.
Step 3: If the return is accepted, you'll receive shipping instructions. Return costs are paid by the customer, except in cases of a defect or a shipping error.
4. Technical service and support
If you have a problem with your machine after the return period, you must contact the brand's technical service directly for support. Each manufacturer offers specialist technical support, including:
- Diagnosis and troubleshooting.
- Preventive maintenance.
- Official repairs and spare parts.
For any other questions, email us at info@dorigencoffee.es.
SPECIFIC TERMS FOR ESPRESSO AT HOME D·Origen Coffee Roasters
1. Nature of the contract
The Espresso at Home subscription is a supply contract with built-in financing. The monthly price includes the proportional cost of the Sage Barista Express Impress machine and the monthly coffee supply. The minimum contract term is 12 monthly payments.
Accepting these terms means expressly acknowledging that financing exists and the associated minimum commitment period.
2. Machine delivery
The machine is delivered with the first order and becomes the customer's property from that moment. Its value is spread across the 12 instalments of the contract. Delivery of the machine is not a gift or a commercial incentive, but part of the subject of the contract.
3. Payment and billing method
Payment is made by a recurring monthly charge to a credit or debit card. Accepting the recurring charge is a necessary condition to formalise the contract. Bank transfers are not accepted as an ordinary payment method.
The charge is made on the same day each month, starting from the sign-up date.
4. Minimum commitment period
The contract has a minimum term of 12 months. During this period the subscription cannot be suspended, paused or cancelled, because the monthly price includes the repayment of the financed machine.
A request to cancel, suspend or pause during the first 12 months does not end the payment obligation. Outstanding instalments up to the end of the contracted period will be payable in full.
5. Consequences of non-payment
If an instalment is not paid, D·Origen will notify the customer by email, giving 7 calendar days to settle the payment.
If the non-payment has not been resolved after that period, D·Origen may:
- Stop coffee shipments immediately.
- Claim all outstanding instalments up to the full 12 months, regardless of the instalments already paid.
- Charge late-payment interest as provided for in Spanish Law 3/2004 on measures to combat late payment.
- Assign the debt to an external debt collection company.
- Report the debt to credit reference files (ASNEF, Equifax or others), after notifying the debtor, under the terms of current data protection regulations.
A debt will only be reported to credit reference files when it is due, payable, certain and has been previously notified to the debtor.
6. Voluntary cancellation before month 12
The customer may request cancellation at any time. However, cancelling before completing 12 months does not exempt the customer from paying the remaining instalments.
The outstanding amount will be calculated by multiplying the number of unpaid instalments by the monthly price of the contracted plan, and will be invoiced as a single charge.
Returning the machine is not accepted as full or partial substitute for the outstanding amount.
7. Automatic renewal — D·O SUBSCRIPTION
After 12 months, the contract automatically becomes a D·O SUBSCRIPTION in the option matching the contracted plan:
- ESPRESSO AT HOME 500 → LEAGUE 2 coffees → €23/month
- ESPRESSO AT HOME 1 KILO → LEAGUE 4 coffees → €46/month
From month 13 there is no minimum commitment. The customer can change or cancel their subscription at any time without penalty.
8. Returns and withdrawal
In accordance with Spanish Royal Legislative Decree 1/2007, the customer has 14 calendar days from receipt of the first order to exercise their right of withdrawal, provided the machine has not been used and is returned in its original packaging and in perfect condition.
After that period, or if the machine has been used, the right of withdrawal can no longer be exercised and the contract is fully binding for its 12 monthly payments.
Return costs in case of withdrawal are paid by the customer.
9. Machine issues
Technical issues with the machine are handled directly by Sage's official technical service. D·Origen accepts no liability for the product's operation once delivered, without prejudice to the applicable legal guarantees.
A technical issue with the machine does not suspend or exempt the customer from the monthly payment obligation.
10. Changes to the terms
D·Origen reserves the right to change these terms with at least 30 days' notice. Changes will not apply to contracts already in force during their minimum commitment period.
11. Jurisdiction
Any dispute arising from this contract will be submitted to the courts of the consumer's place of residence, in accordance with Spanish consumer protection law.
These terms must be expressly accepted by the customer at sign-up.