Refund policy

At the online store coffeetime.si (operated by Nackle d.o.o.), we strive every day to ensure you are completely satisfied with our premium coffee, selected teas, hot chocolates, as well as machines and cups. However, if for any reason the product you received does not meet your expectations, you have the full right to withdraw from the contract and return the goods.

1. Quick order cancellation (with just two clicks)

If you changed your mind immediately after placing an order, you can cancel your purchase easily and quickly:

  • Log in to your user profile on our website.
  • Under order history, you can cancel the selected order with just two clicks (this option is valid as long as the shipment has not yet been handed over to the delivery service).

2. Withdrawal period

As a buyer (consumer), you have the right to notify us within 14 days of receiving the goods that you are withdrawing from the contract, without having to state a reason for your decision. The period begins the day after you physically receive the shipment.

3. Conditions for return approval

Since our product range includes both food items and technical equipment, the following conditions must be met for a return to be approved:

  • Original and unopened packaging (food products): For hygiene and health protection reasons, the return of opened food products (coffee, tea, hot chocolate) is not possible. The product must be returned in its original, undamaged, and unopened packaging (with the protective seal/foil intact).
  • Unused and undamaged product (equipment): Machines, cups, and other accessories must be unused, undamaged, and in their original quantity. There must be no visible signs of use, cleaning, or damage on the products.

4. Return procedure (Step-by-step)

  1. Notice of withdrawal: Before sending the product back, please notify us of your withdrawal from the contract in advance via our email address: info@coffeetime.si. You may also use the withdrawal form available on our website.
  2. Packaging and shipping: Pack the product securely in additional protective packaging to prevent damage during transport. Send it to our return address:
coffeetime.si - RETURNS
NACKLE d.o.o.
Polje 9k
6310 Izola
+386 40 634 074
reklamacije@coffeetime.si

Shipping costs: The cost of returning the goods (postage for sending them back to us) is fully covered by the buyer. We do not accept cash-on-delivery shipments.

5. Inspection of goods and refund

Once our receiving office receives the shipment, our expert team performs a detailed inspection of the returned item:

  • If the product meets all the conditions listed above, we will immediately (and no later than 14 days from receiving the notice of withdrawal or receiving the returned goods) refund all payments received.
  • Purchase price and delivery costs: We will refund the full purchase price of the product, including the costs of the original delivery (unless you chose non-standard/express delivery – in that case, we will refund the amount equivalent to our standard, most affordable delivery).
  • We will process the refund using the same payment method you used for the purchase, unless we explicitly agree otherwise.

6. Exceptions for legal entities (B2B customers)

The right to withdraw from the contract within 14 days without stating a reason applies exclusively to individuals (consumers). For legal entities (companies, cafes, hotels, restaurants) that provide a company tax ID during purchase, the general terms and conditions for businesses or individual agreements apply.