Refund policy

Returns and Refunds Policy

Sensorio Coffee Lab

Our return policy allows you to request a return within 14 days from the date you receive your order.

Return Conditions

To be eligible for a return, the item must:

  • Be in the same condition in which it was received

  • Not have been used

  • Include any accessories

  • Be in its original packaging

  • Be accompanied by a receipt or proof of purchase

To initiate a return request, please contact us at: ordini@sensoriocoffeelab.com

Please indicate your order number and the reason for the request.

Returns must be shipped to the following address:

Via Flaminia 69

00196 Rome (RM)

Italy

Items sent without prior return authorization will not be accepted.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases of:

  • Defective product

  • Item damaged during transport

  • Incorrect item sent by mistake

In these cases, Sensorio Coffee Lab will cover the return shipping costs.

Damages or Issues

Please inspect your order upon delivery.

In the event of a damaged, defective, or incorrect product, contact us immediately at ordini@sensoriocoffeelab.com, attaching photos of the issue if possible.

We will assess the case and arrange for a replacement or refund as quickly as possible.

Non-Returnable Items

The following items cannot be returned:

  • Food products that have been opened or have had their seal removed for hygiene and health reasons

  • Personalized or custom-made products

  • Gift cards

Items purchased on sale may be returned in accordance with the right of withdrawal provided by applicable law.

If you have any doubts about a specific product, please contact us before proceeding with the return.

Exchanges

The fastest way to receive a different product is to:

  1. Request a return for the item received

  2. Place a separate new order

Once the return has been received and approved, we will proceed with the refund.

Right of Withdrawal – European Union

If your order was shipped within the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing any reason.

To exercise the right of withdrawal:

  • The item must be in the same condition in which it was received

  • It must not have been used

  • It must include the original packaging

  • It must be accompanied by proof of purchase

Opened food products or items without a seal are excluded from the right of withdrawal for hygiene and health protection reasons, as provided by applicable law.

Refunds

Once we have received and inspected your return, we will notify you by email whether your refund has been approved or rejected.

If approved:

  • The refund will be issued using the same payment method used for the purchase

  • Within 10 business days from approval

Actual processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not yet received the credit, please contact us at: ordini@sensoriocoffeelab.com