Return policy
Welcome to the official Caffè Poli Canada return and refund policy page.
We place particular importance on the quality of our products, their preservation and the satisfaction of our customers.
Due to their food nature, whole bean coffee, ground coffee, capsules and pods are generally not eligible for returns due to a change of mind.
However, damaged, defective, expired or non-compliant products may be subject to a claim, in accordance with the rights provided by applicable legislation.
The conditions relating to coffee machines and accessories are specified separately in this policy.
1. Conditions for returning food products
The whole bean coffees, ground coffees, capsules and pods marketed by Caffè Poli Canada are food products subject to special requirements for preservation, hygiene and quality.
For these reasons, we generally do not accept returns or exchanges motivated solely by a change of mind, a customer error in choice, or personal preference.
This policy also applies to food products whose packaging has remained sealed.
Exceptions and consumer rights
This restriction does not apply to damaged, defective, expired or non-compliant products, nor to situations in which applicable legislation provides a right to repair, replacement or refund.
Each eligible claim will be reviewed in accordance with applicable legal rights and guarantees in Canada, including Quebec.
2. Damaged, defective or non-compliant products
If a product received is damaged, defective, expired, incomplete or different from the one ordered, the customer is asked to contact our customer service as soon as the problem is noticed.
To facilitate the processing of your claim, we recommend providing the following information:
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The order number and the purchase date.
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A precise description of the problem observed.
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Photographs of the product, its packaging and, if necessary, its label or expiry date.
Contact address: caffepolicanada@gmail.com
After reviewing the claim, Caffè Poli Canada will offer an appropriate solution, including replacement, repair where applicable, or a refund, in accordance with legal guarantees and consumer rights.
Reasonable costs associated with returning a product found to be defective or non-compliant will be covered in accordance with applicable legislation.
Prompt communication of a problem facilitates its resolution, without limiting the timeframes or the remedies provided by law.
3. Returns and warranties for coffee machines and accessories
Coffee machines and accessories sold by Caffè Poli Canada are subject to return conditions that are separate from those applicable to food products.
Returns for change of mind
Unless otherwise provided by law or a specific commitment communicated at the time of purchase, Caffè Poli Canada does not automatically accept returns of machines and accessories for a simple change of mind.
Any exceptional request may be submitted to our customer service department for evaluation. Any return authorization must be confirmed before the product is shipped.
Defective products and warranties
Coffee machines and accessories are covered by applicable legal warranties, including those provided by Quebec consumer protection legislation.
When a product has a defect covered by a legal warranty or a manufacturer's warranty, the customer can contact Caffè Poli Canada to obtain the information necessary to process their request.
Depending on the nature of the problem and the applicable rights, a repair, replacement or refund may be offered.
The statutory guarantees remain applicable regardless of the conditions of commercial return or any additional guarantee offered by the manufacturer.
Customer service: caffepolicanada@gmail.com
4. Refund procedures and claims handling
Review of applications
All requests for returns, replacements or refunds must be addressed to Caffè Poli Canada customer service at the following address: caffepolicanada@gmail.com .
Each complaint is subject to individual review, taking into account the nature of the product, the circumstances of the purchase, the problem reported and the applicable legal guarantees.
Refund terms
When a refund is granted, it is usually made using the payment method used for the purchase, unless otherwise agreed or there is a specific legal obligation.
The time it takes to receive the refund may vary depending on the bank or payment provider.
Return shipping costs
Any return costs for an exceptional request related to a change of mind are communicated to the customer before any authorized shipment.
When a product is defective or non-compliant and support is required by applicable legislation, the corresponding costs are borne in accordance with consumer rights.
Respect for legal rights
Nothing in this policy is intended to exclude, restrict or replace the mandatory warranties and remedies provided by applicable consumer protection laws.
5. Customer service and general provisions
For any questions relating to a return, exchange, warranty or refund request, our customer service remains at your disposal.
Caffè Poli Canada - Customer Service
Email: caffepolicanada@gmail.com
Telephone: +1 (438) 220-5688
We strive to respond to requests within 24 to 48 business hours.
This policy applies to purchases made on our online store, subject to legal guarantees and mandatory consumer protection provisions applicable in Canada, including Quebec.
In the event of a conflict between this policy and a mandatory legal provision, the latter shall prevail.
Last updated: October 16, 2026.