Refund policy

Last updated: November 24, 2025

1. Introduction

This Returns and Refunds Policy governs the methods of returning products purchased on the website www.mokacolors.it , managed by:
Moka Colors Srl
Via GB Bertini 12, 20154 Milan (MI) – Italy
Email: info@mokacolors.it

2. Returns for food products (coffee beans and ground coffee)

Food products cannot be returned if opened or used, pursuant to Article 59, paragraph 1, letter e) of the Consumer Code.
You can only return an item if:
  • the package is sealed
  • the product is intact, undamaged
  • the original packaging is present
  • the request is made within 14 days of receipt
Under these conditions, the customer is entitled to a refund of the product, excluding shipping costs.

3. Returns for non-food products (merchandising or accessories)

If available on the site, these products can be returned within 14 days of delivery, provided that:
  • have not been used
  • are intact
  • are returned in the original packaging
The customer is responsible for return shipping costs.

4. Damaged or defective products

In case of delivery of a product:
  • damaged,
  • with manufacturing defects,
  • or incorrect with respect to the order,
the customer must send:
  1. detailed photos of the defect or damaged packaging
  2. order number
  3. problem description
to info@mokacolors.it within 48 hours of delivery.
In these cases, the return is free and the customer can choose between:
  • replacement of the product, or
  • full refund

5. Return procedure

To request a return, send an email to:
info@mokacolors.it
Indicating:
  • name and surname
  • order number
  • products to be returned
  • reason for return (for statistical purposes only)
The customer will receive via email:
  • return instructions
  • the address of the returns warehouse
  • shipping label (if applicable)

6. Refund times

Once the return has been received and verified, Moka Colors will proceed with the refund within:
5–10 working days, using the same payment method chosen by the customer.
Any bank fees or processing times depend on the payment providers and not on Moka Colors.

7. Conditions that prevent reimbursement

Refunds are not possible in the following cases:
  • opened or tampered coffee package
  • damaged product
  • Return made after 14 days of receipt
  • return shipment not traceable and not received
  • products purchased on sale or promotion (if specified)

8. Loss or non-delivery of the return

Moka Colors is not responsible for returned packages:
  • lost by the courier chosen by the customer
  • not delivered
  • untracked
Tracked shipping is recommended.

9. Contacts

For any inquiries regarding returns or refunds:
info@mokacolors.it