Following the European Contract of Coffee, you have 21 days to complain about the quality, after the coffee has arrived in the port of destination. We will do our best to ensure that the coffee arrives immediately after landing at your roastery to leave you a maximum of time to evaluate quality. If this is not the case, our partners at the destination can provide samples.
If you taste any subjective difference in quality between your pre-shipment sample and the coffee you received, please immediately send us a message and a sample. This sample will be compared to the two control samples taken at the origin and the port of destination. If our independent evaluation concludes on a quality issue as well, we will be able to start an arbitration process, if needed and to come to an agreement with the producer on the substitution of the coffee, a price reduction or financial compensation.