Thank you for choosing our online store for your purchases! Below you can find all the necessary information about our product delivery policy.
Delivery time
Your orders are shipped within 2-5 working days from the confirmation of the order. The exact delivery time depends on the shipping area and the choice of shipping company.
It is understood that if the delay in delivery falls under the content of the paragraph entitled DELIVERY DELAY herein, the company is not responsible for the delivery schedule.
Shipping Cost
The shipping cost is automatically calculated during the order completion process and depends on the weight of the product and the shipping location. For purchases over 50€ we provide free shipping.
Shipping methods
We work with reliable shipping companies for the timely and safe delivery of your orders. We may use different providers depending on your location and the specific needs of the order.
Delivery Delay
On rare occasions, there may be a delay in delivery due to unforeseen factors such as bad weather, strikes, or carrier problems. In such a case, we will notify you immediately and track your order to ensure the fastest possible delivery.
Product Returns & Order Cancellations
If you wish to cancel your order, please contact us within 24 hours of placing the order. For more information on our returns policy, please see our Returns Policy section.
Order tracking
After your order has been shipped, you will receive an email with the tracking number of your order. With this number you can track its progress through the carrier’s platform.
Special Cases
If there is any problem with the delivery, such as wrong product or damaged package, please contact our customer service team directly to resolve it as soon as possible.
Product Return Policy
- Customer satisfaction is our priority and our goal is to offer you high quality products. In case you need to return a product, please read the following terms and conditions carefully:Right to Return Product
- You have the right to return the product within 14 calendar days from the date of receipt. To exercise this right, please contact us by email or telephone within the above timeframe.
Return Conditions
In order for the return of the product to be accepted, the following conditions must be met:
(a) The product must be in its original condition, unused, undamaged, worn or altered.
(b) The product must be returned in its original packaging, together with the original product receipt and all accompanying documentation, instructions and accessories.
(c) Return shipping costs are the responsibility of the customer.
Defective Products
If you have received a product which is defective, please contact us immediately by email within 48 hours of receipt so that we may consider whether it falls within the company’s product warranty terms and stating your desire for either (a) repair of the product and/or (b) free replacement of the defective product at the company’s discretion and/or (c) refund of any purchase payment for a defective product:
GUARANTEE OF PRODUCTS OF KIVU SPECIALITY COFFEE LTD
In order to fully comply with European Union (“EU”) product warranty legislation, KIVU SPECIALITY COFFEE LTD, hereinafter referred to as the (“Company”) offers a 2 year limited warranty to the purchaser of the product (“Customer”). This limited warranty is valid from the date on which the customer purchased the product.
WARRANTY TERMS
1. During the warranty period, KIVU SPECIALITY COFFEE LTD shall repair or replace the defective product free of charge at its discretion. KIVU SPECIALITY COFFEE LTD will return the repaired product or other product to the purchaser in working condition. If the product is repaired, the defective part(s) will be replaced. Please note that the term “parts” or “replacement parts” means all parts of the product without exception.
2. The main condition for the limited warranty to be valid, the buyer is required to present the original product receipt and by delivering the product to the KIVU SPECIALITY COFFEE LTD. Please note that all products must be in their original condition and include all accessories and packing boxes.
3.This limited warranty will not apply in cases of physical damage, as well as in the following cases:
– the defect was caused by the product being subjected to use contrary to the manufacturer’s instructions, exposure to extreme thermal or environmental conditions, moisture, corrosion, oxidation, unauthorized modifications or connections, unauthorized opening or repair, repair using unauthorized parts, misuse, improper installation, accident, natural phenomena, liquid spillage or other actions beyond the reasonable control of KIVU SPECIALITY COFFEE LTD.
– the customer has not notified the Company of the defect within thirty (30) days of the defect occurring during the warranty period,
– the product was not returned to KIVU SPECIALITY COFFEE LTD within thirty (30) days of the occurrence of the defect during the warranty period,
– the serial number of the product or the IMEI number has been removed, erased, altered or is impossible to read,
– the defect has been caused by the use of the product or its connection to a component which is not in conformity with the technical characteristics of the appliance,
– the defect is due to incorrect handling of the product by the purchaser.
4. This limited warranty is the sole and exclusive remedy for customer satisfaction against KIVU SPECIALITY COFFEE LTD and the sole and exclusive obligation of KIVU SPECIALITY COFFEE LTD to the customer for defects or malfunctions of the product. This limited warranty is in lieu of all other warranties and obligations, whether oral, written (non-mandatory) statutory, contractual, tort or otherwise. In no event shall KIVU SPECIALITY COFFEE LTD be liable for any incidental, consequential or indirect damages, costs or expenses.
5. KIVU SPECIALITY COFFEE LTD shall not be liable for any, total or partial loss of data during the repair of the device. The sole responsibility for the safekeeping of data which is on any electronic and/or electrical device, lies with the legal user of the product. Also the Company is not responsible for partial or total loss of data, which may be due to a defect in the electronic and / or electrical device, whether it is caused by a manufacturing error (within warranty), or user error (out of warranty).
6. In the event that the customer does not come within six (6) months to collect the items presented for repair, then the Company shall not be responsible for their safekeeping.
7. The products of KIVU SPECIALITY COFFEE LTD are covered by a guarantee from the Company itself which is located within the territory of the European Union.
8. All consumables or accessories of a product e.g. (circuit board, filters, coffee machine motor belt, steam nozzle, frother, coffee maker stirrer, coffee maker adjustment lever, coffee machine milk adapter, metal coffee shutter head sieve, coffee shutter head sieve screw, coffee maker unit water connector, power supply, coffee maker capsule bucket, coffee maker dosing device, coffee maker filter change indicator, etc.). and so on) are covered by a guarantee of good working order based on the conditions mentioned in point 3, for a period of not more than three (3) months.
A prerequisite for the refund of the purchase of the defective product is that it does not fall under any of the above written terms and conditions of the company’s product warranty.
Refund
Your refund will be completed within 7-10 business days of receipt and inspection of the returned product. The money will be refunded using the same method of payment used at the time of ordering.
Non-Returned Products
For health and safety reasons, certain products cannot be returned. These include:
All coffee, tea and beverage products cannot be returned if the packaging has been opened or tampered with.
Contact
For any queries or assistance, please contact our customer service team on:
KIVU SPECIALITY COFFEE LTD
Nicosia: 21 Mykonos Street, P.O. Box 2480, Cheri, Nicosia,
Tel: 22 426300, Fax: 22 255116 – Email: eshop@kivu.com.cy
