Exchanges, Returns and Refunds Policy

At Charlie N'Coffee, every order is prepared with care. If you need to request an exchange, return or refund, please review the deadlines and procedures below.

1. How to make a request

Email [email protected] with the subject line “Exchange or return – Order #XXX"

Please include:

• Your full name;
• Order number;
• Reason for the request;
• Photos of the product and packaging in cases involving damage, a broken seal, an incorrect item or a quality issue.

Please wait for our instructions before returning the product.

2. Right of withdrawal for online purchases

Customers may withdraw from a purchase made through our online store within 7 calendar days of receiving the order, without providing a reason.

In this case:

• The customer will receive return instructions;
• Charlie N'Coffee will cover the return shipping costs;
• All amounts paid, including the original shipping fee, will be refunded.

After notifying us of the withdrawal, please do not consume the product and keep it properly stored. Whenever possible, return it in its original packaging and include the invoice.

This right also applies to orders placed through the online store and collected in person.

3. Damaged, tampered, incorrect or defective products

If your order arrives damaged, with a broken seal, with an item different from the one purchased or with a possible quality issue, please contact us as soon as you identify the problem.

As coffee is a non-durable product, the legal period for submitting a complaint is 30 days from receipt. If the issue cannot be identified immediately, the period begins when the problem is discovered.

If you notice any change in smell, taste or appearance, or have concerns about the product’s safety, stop consuming it and contact us. Please also provide the batch number and expiration date shown on the packaging.

After reviewing the request, we will arrange a replacement or applicable refund at no cost to the customer, according to the circumstances and applicable law.

4. Exchanges based on customer preference

In addition to statutory rights, we accept preference-based exchange requests — such as exchanging coffee beans for ground coffee — within 15 calendar days of receipt, provided that:

• the packaging remains closed and the seal is intact;
• the product has not been consumed;
• the packaging, label and product remain in good condition;
• the product is within its expiration date.

Exchanges are subject to stock availability. In this situation, shipping costs will be the customer’s responsibility.

Opened or partially consumed products cannot be exchanged based on preference, but remain covered in cases involving defects, damage or quality issues.

5. Refunds

Refunds will be issued through the same payment method used for the purchase.

For card payments, the time required for the refund to appear on the statement will depend on the card issuer and billing cycle. Other payment methods will follow the processing times of the responsible financial institution.

We will send an email confirmation when the refund has been requested.

6. In-person sales

For purchases effectively completed in person, including sales registered through the Nuvemshop Point of Sale, the right of withdrawal does not apply to a simple change of mind.

All rights concerning damaged, incorrect, unsafe or defective products remain fully protected.

7. Customer service

If you have any questions, please contact us:

Email: [email protected]

This policy does not limit or replace any rights guaranteed under the Brazilian Consumer Protection Code or other applicable laws.