Refund policy

At Hacienda Venecia, we take pride in providing high-quality Colombian coffee. Your satisfaction is important to us. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Returns

Due to the perishable nature of coffee and food products, we do not accept returns on opened or used items.

We accept returns only if:

  • You received the wrong item.
  • Your order arrived damaged.
  • The item is defective upon delivery.

To be eligible for a return, you must contact us within 7 days of receiving your order.

Return Conditions

To qualify for a return:

  • The item must be unused and in its original, unopened packaging.
  • Proof of purchase or your order number is required.
  • Photos of damaged or incorrect items may be requested before approving your return.

To start a return, please contact us at:

Email: asistentemercadeoyventas@haciendavenecia.com

If your return is approved, we'll provide you with a return shipping label (where applicable) along with instructions on how and where to send your package.

Items returned without first contacting us and receiving return authorization will not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your order arrives damaged, defective, or you receive the wrong item, contact us within 7 days of delivery so we can evaluate the issue and make it right.

We may request photos of the item and packaging to help process your claim.

Non-Returnable Items

The following items are not eligible for return:

  • Opened or consumed coffee and other perishable food products.
  • Custom or personalized products.
  • Personal care products.
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards.
  • Sale or clearance items.

If you have questions about whether your purchase qualifies for a return, please contact us before sending it back.

Exchanges

We replace items only if they are damaged, defective, or the wrong item was shipped.

If you would like a different product, the quickest option is to request a return (if eligible) and place a new order after your return has been approved.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason.

To qualify, the item must be unused, unopened, in its original packaging, and accompanied by proof of purchase.

Please note that this right does not apply where exclusions are permitted under applicable law, including sealed perishable food products once they have been opened.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

If approved:

  • Your refund will be issued to your original payment method.
  • Refunds typically appear within 5–10 business days, depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is due to our error or a damaged, defective, or incorrectly shipped product.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at asistentemercadeoyventas@haciendavenecia.com