Return policy and right of withdrawal
Return Policy for B2B Professional Customers
raffreddalatte.com sells exclusively to professional operators (cafés, coffee shops, resellers, distributors) holding a VAT number. B2B (business-to-business) contracts are not subject to consumer protection legislation (EU Directive 2011/83/EU or equivalent national laws), which apply exclusively to private end consumers.
MASMAS S.R.L. nonetheless voluntarily grants its professional customers the option to request a return within 14 (fourteen) days of receipt, under the conditions set out below.
1. How to Request a Return
To request a return, the customer must send a written notice to info@brino.coffee within 14 days of the delivery date, including:
- Order number
- Reason for the return request
- Country of shipment
All returns must be explicitly authorised by MASMAS S.R.L. before the product is shipped back. Unauthorised returns will not be accepted.
2. Return Acceptance Conditions
- The product must be returned intact, complete with all parts, accessories, and original packaging.
- MASMAS S.R.L. reserves the right to refuse the return or reduce the refund amount if the product shows damage or signs of improper use.
- The validity of the return will be confirmed only after inspection of the returned product.
3. Return Shipping Costs
Return shipping costs are entirely at the customer's expense. MASMAS S.R.L. is not responsible for loss or damage occurring during the return shipment. Use of a tracked and insured shipping service is strongly recommended.
4. Refund — What Is and Is Not Refundable
Once the returned product has been received and verified, MASMAS S.R.L. will process the refund within 14 days using the same payment method as the original purchase.
Will be refunded:
- The product price (subject to deductions for damage or improper use).
Will NOT be refunded:
- Original outbound shipping costs.
- Return shipping costs.
- The DDP surcharge (import duties and taxes advanced by MASMAS S.R.L. on behalf of the customer) — these amounts have already been paid to customs authorities and are non-recoverable.
5. Extra-EU Orders Shipped Under DDP Terms
For orders shipped outside the European Union under DDP (Delivered Duty Paid) terms, the following additional conditions apply.
Case A — Voluntary Return (within 14 days of receipt)
In the event of an authorised return, MASMAS S.R.L. will refund only the product price.
The following are not refundable: outbound and return shipping costs, and the DDP surcharge (import duties and taxes already paid to the customs authorities of the destination country). These costs are non-recoverable.
The return must be arranged and funded by the customer. Contact info@brino.coffee within 14 days of receipt.
All returns must be pre-authorised.
Case B — Refusal of Delivery or Failure to Collect from Customs
If the customer refuses delivery or fails to collect the goods from customs within the applicable deadline, the parcel will be returned to MASMAS S.R.L. at the customer's expense.
In this case, no refund will be issued: not for the product price, shipping costs, or DDP surcharge. The costs of return shipping and any re-importation duties into Italy will be charged to the customer
6. Damaged or Lost Goods in Transit
If goods are received in a damaged or non-conforming condition, the customer must:
- Document the damage with photographs within 24 hours of receipt.
- Contact info@brino.coffee within 48 hours of receipt.
MASMAS S.R.L. will file a formal claim with the carrier and keep the customer updated. If the claim is recognised by the carrier, MASMAS S.R.L. will arrange a replacement shipment or refund of the product.
In the event of goods lost in transit, MASMAS S.R.L. will initiate a trace procedure with the carrier and provide an update within 5 business days.
Legal Warranty — B2B
B2B contracts are governed by the warranty provisions of the Italian Civil Code (arts. 1490–1495), with a duration of 1 year from delivery. Defects must be reported within 8 days of discovery. In the event of confirmed defects, the customer is entitled to contract termination or a price reduction.
This return policy represents a voluntary commercial concession by MASMAS S.R.L. and does not derive from any legal obligation applicable to contracts between professional operators (B2B). MASMAS S.R.L. reserves the right to amend this policy with prior notice to customers.
For any queries: info@brino.coffee