Dear customers, as Siento Coffee, ensuring a smooth and reliable online shopping experience is our priority. Below are the details of our cancellation and return processes, prepared in accordance with the Law on Consumer Protection and relevant legislation.

1. Order Cancellation

1.1. Cancellation Before Shipment

If your order has not been shipped yet, we can process your cancellation request quickly.

  • Cancellation Process: To cancel your order, please contact our Customer Service as soon as possible (preferably by phone or email).
  • Refund: After your cancellation request is approved, the payment amount is generally refunded to your original payment method (Credit Card/Debit Card, etc.) within 3–7 business days, depending on your bank.

1.2. Cancellation After Shipment

If your order has already been shipped, cancellation is not possible. In this case, you will need to proceed with a return according to the Return Conditions (Article 2) once the product reaches you. You may initiate the return process by refusing to accept the delivery.

2. Return Conditions (Right of Withdrawal)

Consumers have the right to withdraw from the contract without giving any reason and without paying any penalty, within 14 (fourteen) days from the date they receive the goods.

2.1. Eligibility for Returns

The following conditions must be met for return procedures to be initiated:

  • The right of withdrawal must be exercised within the legal period and the seller (us) must be notified.
  • The product to be returned must be in its original, undamaged packaging, unused, and must not have lost its resaleability feature.
  • Ground Coffee and Food Products: Due to hygiene sensitivity and food safety, the return of food products, including ground coffee, whose packaging has been opened or used is not accepted. Your return request will only be evaluated if the product is unopened, unspoiled, and in its original packaging.
  • The returned products must be sent back complete with the invoice or e-archive.

2.2. Return Procedure

  1. Notify us of your return request before the 14-day period expires, by sending an email to info@sientocoffee.com or by calling our customer service line.
  2. Our customer service will provide you with a return authorization number and a shipping address/cargo code.
  3. Deliver the product to our contracted cargo company with the cargo code provided to you. For shipments made with non-contracted cargo companies, the shipping fee belongs to the buyer.
  4. The return process will be initiated after the returned product reaches us and its compliance with the return conditions is checked (usually within 3 business days).

2.3. Refund

  • The cost of products found to be eligible for return will be refunded to you using the method of payment you used, within 14 (fourteen) days at the latest from the date the product reaches us.
  • When the shipping fee is refunded, the shipping fee collected from the consumer exercising the right of withdrawal (if any) is also added to the refund amount.

3. Defective Product Returns

In case your order contains a defective product (faulty, damaged, missing, or broken):

  • Check the package during delivery by the cargo company. If there is damage to the package, do not accept the product and have the cargo officer prepare a damage report.
  • If you have accepted the delivery of a product you believe to be defective, notify our Customer Service immediately following the date of delivery.
  • In the case of defective product returns, if the defect is confirmed upon product inspection, a product exchange or refund will be made. The shipping costs incurred during this process will be covered by us.

Contact Information:

  • Email: info@sientocoffee.com