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Cancellation, Return, and Refund Policy

As a consumer (§ 13 BGB), you have rights to cancel, return, or seek refunds for your online orders with URBUN Coffee. This policy outlines your statutory cancellation rights, return options for defective goods, and refund procedures, in compliance with German consumer law.

Right of Cancellation

For distance contracts (e.g., online orders), you may cancel your order within 14 days from the day you receive the goods without stating a reason (§ 355(2) BGB). This right applies to most goods, including vacuum-sealed coffee beans, but does not apply to:

  • Goods that can spoil quickly, such as freshly roasted coffee beans delivered unsealed (§ 312g(2) No. 2 BGB).
  • Sealed goods, like vacuum-sealed coffee beans, if the seal is broken after delivery, as they are unsuitable for return due to quality concerns (§ 312g(2) No. 3 BGB).

Cancellation Process: To cancel, inform us within 14 days by:

  • Using the model cancellation form below, or
  • Sending a clear statement (e.g., via email) to hello@urbun-coffee.com. A form is not mandatory; any clear statement suffices (§ 355(3) BGB).

Return the goods in their original, unopened condition to the return address provided upon cancellation confirmation, within 14 days of notifying us (§ 357(6) BGB). You bear the cost of return shipping for cancellations, unless the goods are defective.

Returns for Defective Goods

If goods are defective (e.g., spoiled or incorrect), you may return them within two years from delivery for repair, replacement, or refund (§§ 434–437 BGB). Defective goods can be returned regardless of condition (e.g., opened or used). Contact hello@urbun-coffee.com to arrange a return. We cover return shipping costs for defective goods (§ 439 BGB).

Return Process: Contact hello@urbun-coffee.com to initiate a return. We will provide a return address and instructions. Goods must be returned within 14 days of approval.

Refunds

Cancellations: If you cancel within 14 days, we refund all payments, including the cheapest standard delivery cost, within 14 days of receiving the returned goods or proof of return (§ 357(3) BGB).

Defective Returns: For defective goods, we issue a full refund, including all shipping costs, within 14 days of receiving the return (§ 437 BGB).

Refund Method: Refunds use the original payment method unless otherwise agreed. No fees are charged for refunds (§ 357(3) BGB).

Data Processing

We process personal data (e.g., name, address, email, order details, payment details) to handle cancellations and returns, as necessary for contract fulfillment or legal obligations. Data is retained as required by German law (e.g., 10 years for tax purposes). Data is securely transferred to mail carriers acting as GDPR-compliant data processors under contractual agreements. You have the right to access, correct, delete, or transfer your data, or restrict its processing, and to lodge a complaint with a supervisory authority (e.g., Berlin Data Protection Commissioner). Contact hello@urbun-coffee.com or see our Privacy Policy for details.

Model Cancellation Form

To cancel your order, you may use this form and send it to hello@urbun-coffee.com, though any clear statement is sufficient (§ 355(3) BGB).

Model Cancellation Form (per § 312j(2) BGB):

I/We (*) hereby cancel the contract for the purchase of the following goods (*):

  • Ordered on (*)/Received on (*): ____________________________
  • Order number: ____________________________
  • Name of consumer(s): ____________________________
  • Address of consumer(s): ____________________________
  • Signature of consumer(s) (only for paper submissions): ____________________________
  • Date: ____________________________

(*) Fill in or delete as applicable.

Contact: For questions or to exercise your rights, contact hello@urbun-coffee.com.