Refund policy

REFUND AND RETURNS POLICY
Last updated: 6 October 2026

This policy explains the 14-day withdrawal right for eligible sealed goods and how we handle incorrect, damaged or non-conforming products. It does not limit any mandatory consumer rights.

SELLER AND RETURN CONTACT

Seller: Konrad Jelinski, ul. Hoża 5/7 ap. 13, 00-528 Warszawa, Poland. 

Contact for withdrawals and complaints: organum.coffee@gmail.com.

1. 14-DAY RIGHT OF WITHDRAWAL

If you are a consumer, you may withdraw from an online purchase without giving a reason within 14 days after the day you, or a person you nominate other than the carrier, receives the goods. If one order is delivered separately, the period begins after receipt of the last item, lot or piece.

To meet the deadline, send an unambiguous withdrawal statement before the 14-day period expires. You can email organum.coffee@gmail.com or send a letter to the address above. You may use the model form at the end of this policy, but you do not have to.

Please include your name, order number, the products concerned, the delivery date and contact details. We will acknowledge an electronic withdrawal without undue delay.

2. SEALED FOOD EXCEPTION

Coffee is food supplied in sealed packaging. The right of withdrawal does not apply to a jar, bag or other package after its protective seal or tamper-evident closure has been broken where, for health protection or hygiene reasons, the product is then not suitable for return.

You may inspect the parcel and the outside of the product packaging. Opening the shipping box does not end the withdrawal right if the product's own seal remains intact. To return coffee under the change-of-mind right, keep each product sealed, unused and protected from damage.

A broken seal does not take away your separate rights if a product is incorrect, damaged, unsafe or does not conform to the contract.

3. RETURNING ELIGIBLE GOODS

After notifying us of withdrawal, send the eligible goods back without undue delay and no later than 14 days after the day you notified us. Send returns to:

ORGANUM coffee returns
Konrad Jelinski
Hoża 5/7 apart. 13
00-528 Warszawa
Poland

Before posting, contact organum.coffee@gmail.com so we can identify the return. Pack glass jars and other goods securely. Keep proof of posting until the return is completed.

For a change-of-mind withdrawal, you pay the direct cost of return shipping. We do not accept parcels sent cash on delivery unless agreed in advance. You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of eligible goods.

4. REFUND AFTER WITHDRAWAL

If you validly withdraw, we refund payments received for the affected goods and the cost of the least expensive standard delivery method we offered for that order. If you chose a more expensive delivery method, the extra delivery cost is not refunded.

We make the refund without undue delay and no later than 14 days after receiving your withdrawal statement. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first.

We use the same payment method used for the order unless you expressly agree otherwise. You will not be charged a refund fee by us. Your bank or payment provider may need additional processing time before the credit appears.

5. INCORRECT, DAMAGED, UNSAFE OR NON-CONFORMING GOODS (REKLAMACJE)

We are responsible for delivering goods that conform to the contract. Contact organum.coffee@gmail.com if an order is incorrect, incomplete, damaged, unsafe, contaminated, has a broken seal on arrival, or otherwise does not match the contract. Please report transit damage promptly so we can preserve evidence against the carrier, but a short reporting request does not reduce the time allowed by mandatory law.

Include:
- your name and order number;
- a clear description of the problem and when you noticed it;
- the remedy you request; and
- where useful, photos of the product, seal, label, shipping box and carrier label.

A receipt is helpful but is not the only acceptable proof of purchase. Do not discard the product or packaging until we tell you whether it is needed to assess the complaint, unless keeping it would be unsafe.

Under Polish consumer law, repair or replacement are the usual first remedies. As food cannot normally be repaired, replacement will often be appropriate. A proportionate price reduction or withdrawal from the affected contract may be available where the legal conditions are met, including where conformity has not been restored or the problem is serious. Withdrawal is not available for a minor lack of conformity.

A valid conformity remedy is provided at no cost to you. We cover collection or return shipping where required. We will respond to a Polish consumer complaint within 14 days after receiving it. Your rights may be broader under the mandatory law of your country of residence.

6. TASTE, GRIND AND NATURAL VARIATION

Specialty coffee can vary naturally between harvests and roast batches. A personal taste preference, a grind option selected by the customer, or a minor natural variation is not by itself a lack of conformity. Please still contact us if you believe the coffee was mislabelled, wrongly prepared, damaged, unsafe or materially different from its description.

7. LOST PARCELS AND DELIVERY PROBLEMS

If tracking has stopped updating, a parcel is significantly overdue, or it is marked delivered but cannot be found, check the delivery location and with household members or neighbours, then contact us. We will investigate with the carrier. Your consumer rights against us are not replaced by a carrier claim. Where the parcel is confirmed lost before risk has passed to you, we will offer the remedy required by law, which may be replacement or refund.

8. SALE ITEMS, GIFTS AND EXCHANGES

Statutory withdrawal and conformity rights apply to discounted goods on the same basis as full-price goods. We do not operate a separate direct exchange service for change-of-mind requests. For an eligible sealed product, you may withdraw and place a new order. A replacement supplied as a conformity remedy is handled under section 5.

9. MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract.

To: Konrad Jelinski, ul. Hoża 5/7 m. 13, 00-528 Warszawa, Poland, organum.coffee@gmail.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

[LIST GOODS]

Order number: [ORDER NUMBER]
Ordered on: [DATE]
Received on: [DATE]
Name of consumer(s): [NAME]
Address of consumer(s): [ADDRESS]
Signature of consumer(s), only if this form is sent on paper: [SIGNATURE]
Date: [DATE]