Refund policy
Returns & Refunds Last updated: 27 May 2026
Right of Return We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. This voluntary return policy is in addition to and exceeds the statutory 14-day right of withdrawal for orders within the European Union.
To be eligible for a return, the item must:
- be unopened and unused,
- be in its original packaging,
- be in the same condition in which you received it.
You will also need your receipt or other proof of purchase.
To initiate a return, please contact us at info@suedseite.coffee. If your return is accepted, we will send you a return label along with instructions on how and where to send the package. Returns sent to us without prior authorisation cannot be accepted.
Returns must be sent to the following address:
Suedseite.coffee Untere Neckarstrasse 24 69117 Heidelberg Germany
Important: No Returns on Coffee Coffee is a fresh food product. We roast every Thursday and only ship coffee that is no more than 10 days old from the roast date. As we cannot control storage conditions after delivery, returns of coffee are unfortunately not possible for hygiene and quality reasons.
If you have questions about a specific coffee or have a quality concern, please get in touch directly — we will find a solution together.
Further Exceptions The following items cannot be returned:
- Perishable goods (e.g. food products)
- Custom or personalised items
- Sale items
- Gift cards
For questions about a specific item, please contact info@suedseite.coffee.
Damages and Issues Please inspect your order carefully upon receipt. If an item is defective, damaged, or if you have received the wrong item, please contact us immediately so we can assess and resolve the issue.
Exchanges The quickest way to exchange an item is to return the item you received and place a new order for the item you want separately. Once your return has been accepted, you can place the new order.
European Union — Statutory 14-Day Right of Withdrawal If goods are shipped to the European Union, you have the statutory right to withdraw from your order within 14 days without giving any reason. Our voluntary 30-day return policy goes beyond this and supersedes it. The conditions regarding item condition (unopened, unused, original packaging, proof of purchase) apply in both cases.
Refunds We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, the refund will be processed automatically to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not yet received your refund, please contact us at info@suedseite.coffee.