At MABÓ COFFEE we want every customer to be satisfied with the products they order. If you wish to exercise your legal right of withdrawal or have a complaint about the products you received, please read the information below.

This policy is drafted in accordance with Government Emergency Ordinance (OUG) no. 34/2014 on consumer rights in contracts concluded with traders, as well as with the other applicable consumer protection legislation.

1. Right of withdrawal

Consumers have the right to withdraw from a distance contract, without giving any reason, within 14 calendar days from the date on which they took possession of the products.

The right of withdrawal can be exercised through the digital withdrawal function via the withdrawal button / form available in your customer account (you must be logged in to your mabo.coffee account) or through any unequivocal statement sent to MABÓ Coffee.

Exercising the right of withdrawal does not affect the consumer's rights under the legislation on the legal guarantee of conformity.

2. Products eligible for return

Products for which the right of withdrawal applies, and which are returned under the conditions provided by law, may be returned.

The consumer is liable only for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, in the same way they could be examined in a physical store.

If the value of a product is found to have diminished as a result of excessive use or handling, MABÓ Coffee reserves the right to reduce the amount refunded in proportion to this diminished value, in accordance with the law.

3. Products to which the right of withdrawal does not apply

In accordance with art. 16 of Government Emergency Ordinance (OUG) no. 34/2014, the right of withdrawal does not apply to the following categories of products:

Unsealed food products

Whole bean coffee, ground coffee, capsules, drip or dip bags and any other food products sold by MABÓ Coffee that have been unsealed after delivery, insofar as the exceptions provided by art. 16 letter e) of OUG no. 34/2014 apply.

Once unsealed, these products can no longer be sold under conditions that guarantee their food safety and integrity.

Food products whose sealed packaging is intact are covered by the right of withdrawal, under the conditions provided by law.

Products made to the customer's order

Products personalised or configured according to the customer's specifications, including coffee ground at the customer's express request, according to the chosen grind size.

Services

Courses, training sessions or other services whose performance has begun with the consumer's express consent and with their acknowledgement that they lose the right of withdrawal once the service has been fully performed, under the conditions provided by law.

Digital gift cards

Digital gift cards cannot be cancelled after they have been issued and activated.

4. The particularities of specialty coffee

The coffee sold by MABÓ Coffee is a natural agricultural product and a semi-finished food product.

Each lot comes from a distinct agricultural harvest, and the natural variations between harvests, terroir, processing and sensory profile are part of the nature of specialty coffee.

The final result in the cup may vary depending on numerous factors that cannot be controlled by MABÓ Coffee, including but not limited to:

• the brewing method;
• the grind size;
• the grinder used;
• the water temperature;
• the water composition;
• the coffee-to-water ratio;
• the extraction time;
• the equipment used;
• the user's experience.

Differences in personal preference, taste perception, intensity, acidity, bitterness or aromatic profile do not, in themselves, constitute a lack of conformity of the product, as long as the product matches the specifications communicated and shows no defects or other non-conformities provided by law.

5. Tasting notes

The aromatic notes and taste descriptors presented on the website are indicative.

They are the result of professional tasting sessions (cupping), carried out under controlled conditions, according to specialty coffee industry standards.

Taste perception is subjective and may vary from person to person, as well as with the brewing method and parameters used.

6. Complaints regarding product conformity

If you believe that the product you received shows a lack of conformity, please contact us at orders@mabo.coffee, stating:

• the order number;
• the product concerned;
• a description of the situation;
• relevant photos, if applicable.

Depending on the nature of the complaint, MABÓ Coffee may request additional information or documents needed to assess the situation.

Each complaint is analysed individually, in accordance with the applicable legislation.

If a lack of conformity is established, MABÓ Coffee will apply the measures provided by law.

7. Complaints regarding the taste of the coffee

For complaints about the taste profile of the coffee, we may ask for information about:

• the brewing method;
• the equipment used;
• the grinder;
• the grind size;
• the water used;
• the brewing recipe.

In certain situations, MABÓ Coffee may ask for the product to be returned for analysis or may carry out internal checks on the lot from which the product in question comes.

These checks are necessary to establish whether the reported issue is caused by the product or by the brewing conditions.

8. How to make a return

To start a return, you can use the digital withdrawal function available in your customer account or contact us at orders@mabo.coffee.

Once your request has been confirmed, you will receive instructions for shipping the products.

The products must be properly packed to prevent damage during transport.

9. Return costs

If you exercise your right of withdrawal, MABÓ Coffee will refund the price of the products and the cost of the initial delivery corresponding to the cheapest standard delivery method offered at the time the order was placed.

If you chose a more expensive delivery method, the difference in cost is not refundable.

The direct cost of returning the products is borne by the consumer, except where the applicable legislation provides otherwise or where MABÓ Coffee decides to bear these costs.

If the return is caused by an error attributable to MABÓ Coffee, all costs related to the return will be borne by MABÓ Coffee.

10. Orders refused on delivery or not collected

If you refuse to accept the parcel or do not collect the order from the locker or pick-up point within the period set by the courier, it will be automatically returned to MABÓ Coffee.

In this case, we will refund the value of the products, from which the costs actually incurred and documented for shipping and returning the order may be deducted, to the extent permitted by the applicable legislation.

11. Refunds

Amounts due are refunded using the same payment method used for the purchase, unless the parties expressly agree otherwise.

The refund may be withheld until the returned products have been received or until proof of their dispatch has been provided, whichever is earlier.

12. Products damaged on delivery

If you notice visible damage to the parcel or the products at the time of delivery, please contact us as soon as possible and send us photos of the packaging and the product.

This information allows us to resolve the complaint quickly and, where applicable, to open a claim with the courier.

13. Our recommendation

If the taste profile of the coffee you ordered does not match your preferences, we encourage you to contact us before considering the product non-conforming.

In many cases, adjusting the brewing parameters can significantly change the result in the cup.

The MABÓ Coffee team can offer you recommendations on the brewing recipe or guide you towards other coffees in our range that better suit your preferences.