1. General
This Refund Policy applies to all purchases made through this website and is governed by the Law on Consumer Protection of the Republic of Serbia (Zakon o zaštiti potrošača). Nothing in this policy limits your statutory rights as a consumer.

 

2. Right of Withdrawal (14-Day Return)
If you are purchasing as a consumer (not for business purposes), you have the right to withdraw from the contract within 14 days of receiving your order, without giving any reason.
To exercise this right, notify us before the withdrawal period expires at: info@sondercoffeeroastery.com 
Important exceptions — the right of withdrawal does not apply to:
Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery — this includes any coffee packaging that has been opened
Goods that deteriorate or expire rapidly — freshly roasted coffee is perishable by nature
Subscription shipments already dispatched for the current billing period
Custom or made-to-order items (personalized blends, custom roast profiles)
If your order consists of multiple items, you may withdraw from the part of the order that is eligible, and we will refund proportionally.

 

3. Returns — Eligible Items
You may return an item if:
The product is unopened and in its original sealed packaging
You notify us within 14 days of receipt
The item is not in the exceptions listed in Section 2
Return shipping costs are borne by the Customer unless the return is due to our error or a product defect.
To initiate a return, email us at info@sondercoffeeroastery.com with your order number and reason for return. We will confirm the return address and procedure within 2 business days.

 

4. Damaged, Incorrect, or Non-Conforming Products
If you receive a product that is damaged in transit, incorrect, or does not match your order, you are entitled to a remedy under the Law on Consumer Protection.
Please:
Inspect your order upon receipt
Report any issue to info@sondercoffeeroastery.com within 3 days of delivery for transit damage, or 8 days for other non-conformity
Include your order number, a description of the issue, and clear photographs
Upon confirmation, we will offer one of the following at our discretion (or yours, as required by law):
Replacement shipment at no cost
Store credit
Full or partial refund
We will not require you to return visibly spoiled or unsanitary goods.

 

5. Quality Complaints
We stand behind the quality of our coffee. If you are genuinely dissatisfied with the taste, roast, or freshness of a product — even if technically within spec — please contact us. We handle quality feedback on a case-by-case basis and will always try to find a fair resolution.
Note that the following are not considered defects and do not qualify for a refund:
Natural batch-to-batch variation in flavor, color, or aroma
Personal taste preference (e.g. finding a roast too light or too dark)
Brewing results due to incorrect grinder settings, water temperature, or technique

 

6. Subscription Refunds
You may cancel your subscription before the next order is processed (see Shipping Policy, Section 5 for cut-off times)
Already-processed and dispatched subscription orders follow the same policy as regular orders
If you are charged for a renewal after a cancellation request submitted before the cut-off, we will refund the full amount without question
Partial-period refunds are not issued for unused subscription time

 

7. Refund Processing
Once a return is received and inspected, or a refund is approved without return, we will process the refund within 14 days.
Refunds are issued to the original payment method. We do not issue refunds in cash for online orders.
If your original payment was by bank transfer, please provide your IBAN when requesting the refund.
We will notify you by email once the refund has been processed. Depending on your bank, funds may take an additional 3–5 business days to appear in your account.

 

8. Contact
For all refund and return requests: info@sondercoffeeroastery.com Please include your order number in all correspondence.