Refund policy

This policy sets out the conditions for withdrawal, return and refund of orders placed on kups.ma.

Right of withdrawal

In accordance with Law No. 31-08 laying down consumer protection measures, you have seven days from receipt of your order to exercise your right of withdrawal, without having to give reasons or pay a penalty.

One essential condition: an unopened product

Our products are foodstuffs. For reasons of hygiene and food safety, a return is accepted only if the product is unopened, unsealed and in intact original packaging.

An opened bag of coffee cannot be taken back, refunded or resold.

How to proceed

Write to contact@kups.ma within seven days of receipt, stating your order number and the products concerned.
We confirm the procedure and the return address.
Send the product back in its original packaging, properly protected.
After receipt and inspection, we process the refund.

Return address: Kup's — Zone Industrielle Oulad Saleh, Lot 175 RDC, 25108 Oulad Saleh, Casablanca.

No return can be accepted without prior agreement: a parcel sent back spontaneously cannot be processed.

Return costs

Return shipping costs are borne by the Customer when exercising the right of withdrawal.

They are fully covered by KÚPS where the return results from an error on our part: a product not matching the order, a damaged item or a missing item.

Refunds

The refund covers the price of the returned products. It is processed after the parcel has been received and inspected.

For a card payment, the refund is made to the card used for the purchase. For cash on delivery, it is made by bank transfer, using the details you provide.

Where the entire order is returned, the original delivery charges are also refunded, unless the return results solely from exercising the right of withdrawal.

Damaged, non-conforming or missing product

Check your parcel on receipt. In the event of an anomaly, contact us promptly at contact@kups.ma with your order number and, if possible, a photograph of the product and packaging.

After verification, we replace the product or refund it in full, with return costs borne by us.

What does not constitute a defect

Coffee is an agricultural and living product. Slight variations in colour, bean size or aromatic profile between two lots of the same origin are normal and do not constitute a defect of conformity.

Likewise, a matter of personal taste is not a defect: a coffee can be perfectly conforming without matching your expectation. Our product pages detail origin, processing and aromatic profile to help you choose, and our grind guide helps you brew it correctly.

Cancellation before dispatch

Every order is confirmed by call or message before dispatch. You may cancel free of charge at that point, or by writing to us as long as the parcel has not been handed to the carrier.