Returns and Refund Policy

At APU SAS (“APU Café”), we are passionate about delivering the “Supreme Fragrance of the Mountain” to you in perfect condition. We understand that questions or issues may arise when shopping online. That’s why we’ve adapted the standard e-commerce framework to offer you a clear, transparent, and realistic policy regarding our specialty coffee products and souvenirs.

Summary

Our exchange and return policy is valid for 30 calendar days from the date of delivery for our souvenir line. If more than 30 days have passed since your purchase, unfortunately we cannot offer you a full refund or an exchange.

Important Note Regarding Coffee: Because roasted coffee (whole beans or ground) is a perishable food item,you must report any issues, request exchanges due to grinding errors, or file claims for damage during shipping within five (5) business days of receiving your order, subject to the conditions detailed below.

Return Requirements

For a product to be eligible for a return or exchange, it must meet the following requirements:

• The item must be unused and in the same condition as when you received it.
• It must retain its original, unopened packaging. In the case of our coffee (Yellow Bourbon, Caturra, Pacamara, or Gesha), the coffee bag must not have been opened, punctured, or have a broken security seal..
• We will not accept returns of coffee that has already been brewed or whose packaging has been improperly handled.

Products Exempt from Return

Certain types of products are completely exempt from return for reasons of hygiene and food safety:

• Perishable foods: Opened bags of coffee, partially consumed bags, or custom-ground coffee that has already been delivered according to the customer’s request.
• Gift cards.
• Sold-out special editions: Collectible items for which no replacement inventory is available, unless they have packaging defects present at the time of shipment.

Proof of Purchase

To complete your return process, we require a purchase invoice, digital receipt, or proof of payment from our online store that includes the order number.

Please do not send your purchase back without first coordinating with us. We will not accept packages that have not been previously authorized by our technical support team through our customer service channels.

Partial Refunds

Partial refunds will only be granted in very specific situations (if applicable):

• Accessories or souvenirs that are not in their original condition, are damaged, or are missing parts for reasons not attributable to an error on our part.
• Any item eligible for return that is shipped back more than 30 days after physical delivery.

Refund Process

Once we receive and inspect your return at our facility, we will send you a message (via email or WhatsApp) to notify you that we have received the item. We will also inform you whether your refund request has been approved or denied after evaluating the condition of the packaging and the product.

If your request is approved, we will process your refund immediately:

• Credit/debit card payments: A transaction reversal will be processed directly through the payment gateway.
• Bank transfer payments (PSE/Bancolombia): A direct transfer will be made to the bank account agreed upon with the customer.
• Note: Processing times may vary depending on the financial institution (typically 5 to 15 business days).

Delayed or Missing Refunds

If you have not yet received your refund, please follow these steps in order:

1. Check your bank account again to see if there are any pending transactions.
2. Contact your credit card issuer; it often takes some time for the refund to be officially posted.
3. Contact your bank directly, as there is usually an administrative processing time.
4. If you have completed all these steps and still haven’t received your money, please contact us immediately through our official channels: +57 317 854 8974 or +57 320 305 8679.

On-Sale Items

Only items purchased at regular price are eligible for refunds. Items purchased on clearance, during special discount promotions, or marked as “clearance” are not eligible for refunds, unless they have a verifiable manufacturing defect.

Exchanges

We only replace items free of charge if they are defective from the manufacturer or arrived damaged during shipping.

If you made a mistake when choosing your coffee (for example, you selected whole beans instead of ground coffee) and would like to exchange it for the same item in the correct form, you may request an exchange as long as the product is unopened. The customer is responsible for round-trip shipping costs for this type of exchange.

To arrange an exchange, please contact us at our official customer service numbers.

Gifts

• If the item was marked as a gift at the time of purchase and was shipped directly to you, you will receive a store credit for the value of the return once we receive the item in perfect condition.
• If the item was not marked as a gift at the time of purchase, or if the buyer had the order shipped to themselves to give it to you later, we will process the refund directly to the original buyer, who will be notified of the return process.

Return Shipping

To return or exchange your product in person or via a shipping carrier, you must send the package to one of our official locations after coordinating with our team in advance:

• Main Office (Neiva): Cra 6 # 32 – 45
  Units 116 and 130
  Benito Salas Airport in Neiva.

Shipping costs for returning the product are your responsibility and are non-refundable. If you receive a refund due to an exchange resulting from customer dissatisfaction or error, the cost of return shipping will be deducted from your total refund.

Depending on your geographic location in Colombia, the delivery time for the replacement product may vary. We recommend using a courier service with a trackable tracking number, as we cannot guarantee that we will receive the item you send back to us if the third-party carrier experiences any issues.

Need Help?

If you have any questions regarding exchanges, returns, or refunds, please feel free to contact us directly:

• Cell Phone / WhatsApp 1: +57 317 854 8974 [9]
• Cell Phone / WhatsApp 2: +57 320 305 8679 [9]
• Physical Location: Cra 6 # 32 – 45
  Units 116 and 130
  Benito Salas Airport in Neiva.