SERJJ INC.  – “The New Coffee Wave“ Return Policy

 

Section 1 – Payments

The New Coffee Wave accepts only payment via Wix Payment (Visa, MasterCard, American Express, Apple Pay, Google Pay) and Paypal.

For any questions, please don’t hesitate to contact us at hello@thenewcoffeewave.com.

 

Section 2 – Shipping

The delivery time applied to orders outside of Quebec is five (5) to seven (7) working days for all orders submitted before 11:59 p.m. ET on Sunday. The majority of our orders are delivered in less than 48 hours in Quebec.

If for some reasons, you would like a faster shipping, please contact us at hello@thenewcoffeewave.com.

Shipping is free within Canada for purchases of CAN$49.00 (before taxes) or more.

For all other orders, shipping costs will vary according to your order and your area.

We want to ensure the best shipping rate to our customers; therefore, we are working with Machool Technologies Ltd. to determine the best shipping courier in Canada among Fedex, Canada Post, UPS, Purolator, and DHL.

Once your order has been shipped, you will receive an email including your tracking number. Simply click on it, and you will be redirected to the carrier’s website for more information.

If you haven’t received your package one week after reception of your tracking number, please check your tracking as your package might simply be waiting for you at the post office. If no information is listed on your tracking, please contact us at hello@thenewcoffeewave.com.

If you received the wrong item, send us an email at hello@thenewcoffeewave.com and our team will take care of you. If you realized you entered the wrong address, send us an email at hello@thenewcoffeewave.com. If your order hasn’t been shipped yet, we will change the address for you.

 

Section 2.1 – Wrong Address

If your package was sent but didn’t make it through because of an error when entering your delivery address upon checkout, you will be charged an extra delivery fee in order to send back the package to the correct address.

Section 2.2 - Modification of Order

It is not possible to change or cancel your order once it has been placed. Packing and delivery is carried out by an independent distribution centre.

 

Section 3 - Refund, Exchange and Return

We do not issue refund or exchange, regardless of the reason for returning the product, unless the good is defective, in which case we will issue a credit equivalent to the amount of the defective product. Also, a promotional code of 15% discount will be offered for the next order.

 

Article 3.1 - Defective product

You must first contact us at hello@thenewcoffeewave.com within 21 days from the date of receipt of your order indicating the defect of the product. In some cases, you may be asked to provide detailed information about the damage and photos of the defective products. Once we have established the defect, we will email you a postage paid shipping label. To return your product, you must mail it to us at 3780 St. Patrick Street, Montreal, Quebec, H4E 1A2. The time it takes for the exchanged product to reach you may vary depending on where you live. If you are shipping an item over $60, you should consider using a tracked shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. No credit will be accepted after the 21-day period.

Article 3.1 - Product Damaged in Transit

In the event that the item is damaged in transit, please do not accept delivery of the item, but advise the carrier to return the package to us. Upon receipt of the goods from the courier company, we will exchange the damaged items at no cost to you. If you are unable to return the package to us via the courier, please contact us via the contact form or at hello@thenewcoffeewave.com and we will try to find other methods of return. In some cases, you may be asked to provide detailed information about the damage and photos of the damaged products before we arrange the return and exchange.

 

Client Satisfaction

No refunds are given for incorrect purchase or change of mind. We do not offer an exchange or refund if you are not satisfied with the product.

The New Coffee Wave team ensures high quality products and aims to reflect the highest standards of the industry. All our products are carefully intended to satisfy customers. Although we do everything to avoid defects, we are at your disposal if your item is unfortunately tainted with an error. Please contact us at hello@thenewcoffeewave.com with your name and a photo of the product in question. We will do our best to accommodate you in a short time.

Last update: 26/05/2020. If you have any questions, please contact us.