Return & Refund Policy
We want you to be satisfied with your Don Tulio purchase. Because we sell food, freshly prepared beverages and other consumable products, different return conditions apply depending on the type of item purchased.
Nothing in this policy limits any rights available to customers under applicable consumer-protection laws.
1. Freshly Prepared and Perishable Products
Freshly prepared drinks, donuts, food combos and other perishable products cannot normally be returned or exchanged because of their nature.
A refund or replacement may be offered where:
- The wrong product was supplied.
- The product arrived damaged, spilled or otherwise unusable.
- The product was materially different from your confirmed order.
- There was a verified quality or safety issue.
Please contact us as soon as possible after delivery, preferably within 24 hours, and provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where applicable.
Personal taste preferences, including finding a beverage too strong, weak, sweet, bitter, hot or cold, do not normally qualify for a refund when the order was prepared correctly.
2. Packaged Coffee and Consumable Products
For health, hygiene and quality-control reasons, opened coffee bags, opened food products and other opened consumables cannot be returned unless they are defective, damaged or incorrectly supplied.
Unopened and unused packaged products may be considered for return within 7 days of delivery, provided that:
- The packaging and safety seal remain intact.
- The product is in its original saleable condition.
- Proof of purchase is provided.
- The product has been stored correctly.
3. Equipment and Non-Consumable Products
Eligible unused coffee equipment and other non-consumable products may be returned within 30 days of delivery.
To qualify for a return, the product must:
- Be unused and undamaged.
- Include all accessories, manuals and components.
- Be returned in its original packaging.
- Include the receipt or other proof of purchase.
Products showing signs of installation, use, misuse, accidental damage or unauthorised repair may not be accepted.
4. Non-Returnable Items
Unless defective or required otherwise by law, we do not accept returns for:
- Freshly prepared drinks and food.
- Opened coffee, food or consumable products.
- Products with broken hygiene or safety seals.
- Custom-made, personalised or special-order products.
- Gift cards or promotional vouchers.
- Clearance or final-sale products clearly marked as non-returnable.
- Products damaged through misuse or improper storage.
- Products purchased from another retailer.
5. Incorrect, Damaged or Defective Orders
Please inspect your order promptly after receiving it.
Contact us immediately if an item is damaged, defective, missing or incorrect. We may ask for photographs, videos, packaging information or other reasonable evidence so that we can investigate the issue.
Where the issue is confirmed, we may offer an appropriate:
- Replacement.
- Repair.
- Store credit.
- Partial refund.
- Full refund.
The appropriate remedy will depend on the product, circumstances and applicable law.
6. Starting a Return
Before sending any product back, email:
Include your order number, the item you wish to return and the reason for the request.
Do not send products to us without receiving return approval. Once approved, we will provide the correct return location and instructions.
Unauthorised returns may be refused or returned to the sender.
7. Return Delivery Costs
Don Tulio will cover reasonable return-delivery costs when a return is caused by:
- A defective product.
- An incorrect item.
- Damage occurring before delivery.
- An error made by Don Tulio.
For an approved change-of-mind return, the customer is responsible for return-delivery costs. Original delivery charges are normally non-refundable unless the entire order was defective, incorrect or not properly delivered.
8. Exchanges
Subject to availability, eligible products may be exchanged.
For faster processing, we may ask you to return the original product and place a separate order for the replacement product. Any price difference will be charged or refunded as appropriate.
9. Order Cancellations
Orders may be cancelled before preparation, roasting, packing or dispatch begins.
Fresh beverage or food orders cannot normally be cancelled after preparation has started. Packaged or equipment orders cannot normally be cancelled after dispatch, although an eligible return may still be requested after delivery.
Contact us immediately if you need to request a cancellation. Cancellation is not guaranteed.
10. Refund Processing
We will notify you after receiving and inspecting an approved return.
Approved refunds will normally be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to display the refund.
Shipping fees, cash-on-delivery charges and other service charges may be non-refundable unless the refund results from our error or is otherwise required by law.
11. Promotional and Bundled Orders
When a product purchased as part of a bundle, promotion or “buy one, get one” offer is returned, the refund may be adjusted to reflect the value of the products retained by the customer.
Any complimentary product associated with the returned purchase may also need to be returned.
12. Contact
For return, cancellation or refund requests:
Email: info@fincadontulio.com
Website: fincadontulio.com