Effective Date: 01.01.2025

Note: This Shipping and Return Policy is part of set of Policies of the Seller. Definitions and terms used in this Policy correspond to major definitions and terms as described in “General Terms and Conditions of Sale Policy (General Terms & Conditions of Sale)” unless explained differently herein below.

Policy Owner: BATSAM TRADING S.à r.l. (“the Seller”, the “Company”, “we”, “our”, or “us”)

Registered Office: 8, rue de la Grève, L-1643 Luxembourg, Grand Duché de Luxembourg

Company Number: B 203323

1. Shipping Policy

1.1 Delivery Locations

We proudly offer shipping to all countries within the EU territories. Our aim is to ensure that customers across these regions can conveniently access our premium coffee products. For customers located outside of the EU, we currently do not offer shipping services, but we are continually evaluating the possibility of expanding our shipping capabilities in the future.

1.2 Processing Time

Orders are typically processed within 1 to 3 business days. This includes the time taken to verify payment, prepare the order for shipment, and package it securely to ensure it arrives in perfect condition. While we strive to ship orders promptly, delivery times may vary based on the destination, local postal services, and any holidays or peak seasons that may affect shipping times.

1.3 Shipping Fees

Shipping fees will be calculated at checkout, based on the delivery location and the weight of the order. We aim to provide clear and transparent pricing so that customers can make informed decisions before completing their purchases. Customers will have the opportunity to review shipping costs before finalizing their orders.

We reserve the right to exclude some products from delivery outside of Luxembourg or to certain parts of the country outside of Luxembourg. We will inform you about any restrictions in the detailed description of the article or during the ordering process, if you enter your delivery address.

If you place an order with us for delivery outside of Luxembourg, you may be subject to different import duties and taxes depending on the country of destination. Any additional costs for such a delivery are to be borne by you; we have no influence on these costs. To obtain more detailed information for the destination country you are looking for, we recommend contacting the local customs authorities.

1.4 Tracking Information

All shipments will be accompanied by tracking numbers. Customers will receive an email from e-platform confirmation with tracking details once their order has been dispatched. This enables our customers to monitor their orders during transit, providing peace of mind and ensuring that they know when to expect their delivery.

1.5 Shipping Delays

While we strive to meet the estimated delivery times, unforeseen circumstances such as severe weather, customs delays, or strikes may impact delivery schedules. In such cases, we will communicate with our customers as promptly as possible to keep them informed of any potential delays. We are not liable for any delays caused by third-party carriers, and we recommend allowing extra time for deliveries during peak seasons or holidays.

2. Return and Refund Policy

Due to the perishable nature of Product, we adhere to a strict policy regarding returns and refunds. Once a product has been shipped, we are unable to accept returns or issue refunds, except in circumstances involving faulty or damaged items. This policy ensures the utmost quality and safety of our products for our customers.

2.1 Right of Withdrawal (Cooling-off Period)

2.1.1 Consumer Rights

In accordance with Directive 2011/83/EU, Customers possess the right to withdraw from the purchase within 14 days of receiving the Products. This period begins from the day the Customers (or a third party designated by the Customer) receives the Product. Customers may withdraw from the purchase for any reason and without justification during this period. The Customer must clearly indicate his intention to utilize Right of Withdrawal and inform the Seller of its intention to withdraw from the Agreement within the 14-day period of receiving the Products. This shall be done in writing electronically through e-platform dedicated contact Return Merchandise Authorization (RMA) form through e-platform. This is part of our commitment to ensuring customer satisfaction and allowing consumers to make informed purchasing decisions.

For avoidance of doubt, the day the Customers (or a third party designated by the Customers) receives the Products means the day when the Products is delivered by the courier to the shipping address specified in the invoice.

2.1.2 Exemptions to the Right of Withdrawal

This right does not apply to:

• Perishable Products: Coffee is classified as a perishable item. Once the packaging is opened, the right of withdrawal is forfeited, as the product may no longer be safe for consumption.
• Unsealed Products: For health and hygiene reasons, sealed products that have been unsealed after delivery are not eligible for return. This policy protects both our customers and the integrity of our products.
• Customized Orders: If a Product has been customized or personalized (such as specialty blends or custom packaging), the right of withdrawal is nullified. This is to ensure that Customers receive exactly what they ordered and that we can maintain the quality and freshness of our products.

Since coffee is a perishable product, once the original packaging has been opened or compromised, we cannot accept a return. This policy ensures all customers receive products that meet our high standards of quality and safety.

2.2 Exceptions to the Right of Withdrawal

2.2.1 Damage or Defect

Should a Product arrive damaged or defective, customers must notify us within 48 hours of receipt, accompanied by photographic evidence. This allows us to assess the situation accurately and facilitate a replacement or refund where appropriate. Prompt communication as referred herein above is essential for maintaining our quality standards and customer satisfaction.

2.3 Faulty or Damaged Products report

If your product is found to be faulty or damaged upon delivery, please contact our customer service team immediately by sending request via contact RMA form through e-platform. We require evidence of the damage, such as clear photographs of the Product and its packaging along with labels and order documents. Our team will review your case and determine whether a replacement or refund will be issued in accordance with applicable Directive concerning consumer goods and guarantees. Customers are required to send written report any issues related to damaged goods within 48 hours of receipt to ensure a swift resolution.

2.4. Return Process

To mitigate return and refund risks, we strongly encourage Customers to review the Product details thoroughly before placing an order. In the event of a valid withdrawal under applicable law, Customers must return the Products in their original, uncompromised, unopened packaging, unused, intact and in the same condition it had been received, with all tags and labels attached and along with any included accessories, manuals, and accompanying original documents. Any eligible returns require Customer to send request via contact RMA form through e-platform as described above and receive back respective RMA number issued by Seller through e-platform.

2.5 Refund Process

Refund to be justified by our customer service team upon evidenced Products is returned. Refunds will only be granted if the product is proven to be defective upon inspection on return. Shipping costs may not be refundable, depending on the nature of the return. In the event of an approved refund due to faulty or damaged goods, we will process the refund to the original payment method within 14 days of receiving the returned product. Refunds will be issued using the same payment method utilized for the original transaction. Customers will receive confirmation from e-platform once the refund has been processed.

2.6 Return Shipping Costs

Unless the Product is defective or incorrect, Customers are responsible for the return shipping costs. In cases of approved returns for faulty or damaged products, we will cover the return shipping costs. The Seller recommends using a trackable shipping service or purchasing shipping insurance for returns over a certain value, as the Seller cannot guarantee that the returned item will be received. The Seller can deduct the cost of return shipping if the Customer chose a more expensive return delivery method than the standard offered option. The Customer should keep the shipping receipt as proof of return. This policy ensures that we can continue to provide high-quality products while protecting our business interests.

3. Limitation of Liability

Our liability is limited to the value of the product purchased. The Seller’s liability for damages shall be limited to those arising from gross negligence, misinterpretation or willful misconduct, in accordance with applicable law. The Seller shall not be liable for any indirect, incidental, or consequential damages arising from the use, including but not limited to loss or leakage of data including personal data, loss of business opportunities, or any loss arising from the use or inability to use our products, dietary consequences during consumption or limitations arising from such consumptions, or inability to use the Products, including but not limited to loss of profits, business interruption, or personal injury. See other relevant Policies for details.

3.1 Product Quality Assurance

We are dedicated to providing high-quality coffee products. All items are carefully packaged to maintain product integrity. However, we cannot be held liable for minor variations in flavor or quality arising from the natural characteristics of coffee beans. These variations are inherent to the product and do not constitute a defect.

3.2 Storage and Handling Responsibilities

Customers are responsible for the proper storage of coffee products upon receipt. Issues resulting from improper storage or handling after delivery will not be eligible for refunds or returns. We recommend storing coffee in a cool, dry place, away from light and moisture, to maintain its freshness appearance and flavor.

3.3 Compliance with EU Regulation on Food safety

Our products are in full compliance with relevant food safety and hygiene regulations within the European Union. This ensures that all Products sold meet the highest standards of quality and safety for our customers.

3.4. Third-party purchase

This Policy does not apply for orders placed on Amazon, e-Bay, Temu, Alibaba or any other third-party marketplace or purchased in off line stores.

4. Compliance with European Consumer Law

Our Policies and business practices are respect to and are designed to comply with the major related EU directives and regulations associated with consumer protection and product safety practices such as:

4.1. Directive 2011/83/EU (Consumer Rights Directive)

This directive governs and reinforces consumer rights related to distance selling contracts, including clear information about Products, pricing, and the right to withdraw from a purchase within the cooling-off period. The Seller ensures that Customers are informed of their rights and responsibilities before completing a purchase. We are committed to ensuring that our customers are informed of their rights and protections under EU law,, including the right to clear and comprehensive information before purchasing. We adhere to the other consumer rights provisions that apply to online sales, including the mandatory stipulated withdrawal time frame such as 14-day cooling-off period, during which customers have the right to withdraw from their purchase without providing a reason.

4.2. EU Directive on Digital Content

The directive establishes specific rights for consumers regarding the sale of goods, including requirements for conformity, the right to repair or replacement of faulty products, and the right to a reduction in price or withdrawal from the contract. The Seller is committed to ensuring that all Products sold meet these conformity requirements. This concerns certain aspects of contracts for the sale of goods, focusing on consumer guarantees and liability for non-conformity. Our return Policy aligns with these regulations to protect consumer interests by ensuring that goods conform to the contract of sale. We guarantee that our Products meet the quality, performance, and durability standards as required by EU law. Any defective goods are subject to repair, replacement, or refund under the conditions laid out in this directive.

By aligning our practices with these directives and regulations, we aim to foster trust and transparency with our customers, ensuring their rights are upheld and providing high-quality products that meet all legal standards.

We continuously monitor changes in legislation to ensure compliance with these and other relevant EU regulations. Our commitment to legal and regulatory compliance allows us to provide a safe, reliable, and trustworthy shopping experience for our customers.

5. Customer Obligations

Customers are required to:

5.1 Provide Accurate Shipping Information

Customers must provide accurate and complete shipping information at the time of order, including their name, address, and contact details. Any incorrect or incomplete information may result in delivery delays, additional shipping costs, or non-delivery, for which we cannot be held responsible. Customers are encouraged to verify their information before submitting their orders to ensure a smooth delivery process.

5.2 Review and Comply with Our Return and Refund Policy

Prior to making a purchase, customers are expected to review and understand our return and refund policy. Familiarity with these policies ensures a smoother transaction and reduces potential misunderstandings. By placing an order, customers acknowledge that they have read, understood, and accepted these terms.

5.3 Notify Us of Any Issues Related to Their Order Promptly

Customers are encouraged to communicate any issues related to their order, such as discrepancies in the received items, damaged packaging, or any other concerns, within 48 hours of delivery. Timely communication helps us address concerns efficiently and maintain high customer satisfaction. Failure to report issues within this timeframe may limit our ability to assist effectively.

5.4 Comply with Product Handling and Storage Instructions

Upon receipt of their order, customers are responsible for following the handling and storage instructions provided with the product. This includes maintaining proper conditions to preserve the quality and safety of perishable items, such as coffee. Customers should store products in a cool, dry place and seal them properly after opening to prevent spoilage.

5.5 Respect Product Limits and Usage Guidelines

Customers should use our products in accordance with any provided guidelines, including recommended serving sizes and preparation methods. Misuse or failure to follow these guidelines may result in dissatisfaction with the product, and we cannot be held liable for any adverse effects stemming from improper use.

5.6 Provide Feedback and Reviews Responsibly

We value customer feedback as it helps us improve our products and services. When providing feedback or reviews, customers are expected to do so in a respectful and constructive manner. Reviews that contain inappropriate language, false claims, or personal attacks will be removed, and we reserve the right to take further action if necessary.

5.7 Monitor Communication Channels

Customers are responsible for monitoring their email and other communication channels for updates regarding their orders, shipping notifications, and any correspondence related to their inquiries or complaints. It is important to check spam or junk folders to ensure that important communications are not missed.

5.8 Be Aware of Local Regulations

Customers should be aware of and comply with any local laws and regulations that may pertain to the importation and consumption of coffee products in their country. It is the customer’s responsibility to ensure that they are legally permitted to receive and consume the products ordered from our e-commerce platform.

By fulfilling these obligations, customers help ensure a smooth and efficient purchasing experience, contributing to a positive relationship with Seller.

6. Governing Law

This policy shall be governed by and construed in accordance with the laws of the Grand Duchy of Luxembourg. The application of the UN Convention on Contracts for the International Sale of Goods (CISG) is excluded.

Any disputes arising from this policy or related to the sale of our products will be subject to the jurisdiction of the competent courts in Luxembourg. The Customer agrees to submit to the personal jurisdiction of such courts for the resolution of any disputes. You agree that any disputes will be resolved on an individual basis and not in a class, consolidated, or representative action. Nonetheless, all disagreements arising from the enforcement of these Rules are to be resolved by negotiation. In case of failing agreement, disagreement is resolved through alternative out-of-court dispute resolution practice.

7. Amendments to the Policy

This policy is subject to amendments without prior notice and is effective as of the date of publication. All changes will be posted on this page and will apply to all orders placed after the effective date. We recommend that customers regularly review this policy to stay informed about any updates.

8. Dispute Resolution

In the event of any disputes arising from this policy or related to the sale of our products, customers are encouraged to contact us directly for resolution. We prioritize customer satisfaction and aim to address concerns promptly and fairly. Should a resolution not be reached through direct communication, customers may seek alternative dispute resolution (ADR) options available under EU law. This process allows for a neutral third party to mediate disputes, ensuring fair treatment for all parties involved.

9. Contact Information

For any inquiries or concerns regarding your order, shipping, or our return policy, please contact us through e-platform or by written correspondence to:

BATSAM TRADING S.à r.l.
8, rue de la Grève,
L-1643 Luxembourg,
Grand-Duché de Luxembourg
Email: info@batsam.lu

---

We appreciate your business and look forward to serving you!