Refund policy

Return and Refund Policy

1. Coffee Products
   Since Hola Coffee's coffee is a fresh and perishable product, returns and refunds will not be accepted once delivery has been made, as its quality may have been affected.

A refund will only be processed if the error in the order was caused by Hola Coffee. To handle the issue, the customer must provide photographic evidence of the shipping label, the box, and the products received in poor or incorrect condition. If a defect in the product cannot be proven, no return will be processed.

1. Other Category Products
   For products other than coffee, the customer will have 30 business days from receipt of the order to express dissatisfaction.

In these cases:

• Hola Coffee will provide a return label.
• The customer must properly package the product and drop it off at the corresponding delivery point.
• Once the item is received at our facilities and its condition is verified, the refund will be issued exclusively in the form of a gift card, excluding shipping costs.

Under no circumstances will a cash refund or refund to the original payment method be made if the decision to return the product comes from the customer. This includes reasons such as a change of mind, subjective dissatisfaction, or any other cause not attributable to Hola Coffee.

1. Electronic Products – 1-Year Warranty
   The electronic products sold by Hola Coffee come with a one-year warranty from the date of purchase.

If the customer believes a product has a malfunction, they must follow this procedure:

• Contact Hola Coffee to report the issue.
• A return label will be provided.
• The customer must properly package the product and drop it off at the corresponding delivery point.
• Once the item is received at our facilities, it will be inspected. Based on this evaluation, two scenarios may occur:
  • If it is determined that the product has no faults or the problem is due to improper use by the customer, no refund will be issued. The item will be sent back to the customer, who will be responsible for the shipping costs.
  • If it is confirmed that the product has a factory defect or an issue not caused by the customer, a full refund will be issued to the same payment method used for the purchase.

1. Failed Deliveries and Customer Responsibility
   Hola Coffee will not be held responsible or issue refunds in the following cases:

• Customer absence at the time of delivery.
• Inability of the courier company to contact the customer.
• Return of the package due to recipient’s failure to respond.

If the order is returned to our facilities for any of these reasons, the customer may request a new shipment by paying the corresponding shipping fees.