Returns and Order Issues Policy

Our Commitment:

Every The Coffee Canvas order is quality-checked before despatch and includes a digital proof approval stage. We are committed to resolving any issues quickly and fairly.

When Can You Report an Issue?:

You must notify us of any defect, shortage or error within 5 business days of receiving your order, by emailing hello@thecoffeecanvas.com with:

• Your order reference number

• A description of the issue

• Clear photographs showing the defect or error

Our products are custom-made to your specifications and contain specialty coffee, which is a perishable food product with a typical shelf life of 6–12 months. Any defect or quality claim should therefore be raised as promptly as possible after receipt, and in any case within the shelf life of the product. This does not affect your statutory rights as a consumer under applicable EU law.

What We Will Do:

| Situation | Our Response |

• Print defect - text or logo is illegible, missing, or significantly misaligned compared to the approved proof | Replacement order or full refund |

• Structural fault - bag seal is broken, filter is damaged, or bag is unusable as delivered | Replacement order or full refund |

• Significant colour deviation - a dominant colour deviates materially from the approved proof (verified against the proof file) | Replacement or partial refund at The Coffee Canvas' discretion

• Shortage - fewer bags delivered than confirmed in the order | Replacement of missing units or partial refund |

• Minor colour variation - slight differences in tone or saturation inherent to the CMYK printing process | Not covered |

• Error in approved design - incorrect text, logo or layout present in the customer-approved proof | Not covered — customer bears responsibility for proof approval |

The Coffee Canvas reserves the right to assess all defect claims against the original approved proof file and production records. Claims based solely on subjective preference regarding colour, tone or finish that are not supported by a clear deviation from the approved proof will not be accepted.

Where a defect claim is disputed, The Coffee Canvas may request the return of all affected goods for inspection before issuing any remedy.

Cancellations:

• Before proof approval and before production starts: Free cancellation, full refund of any advance payment within 14 days

• After production has started: Cancellation is not possible; full order value is payable

B2B vs Consumer Orders:

The Coffee Canvas sells primarily to businesses. Business customers do not hold the statutory 14-day right of withdrawal that applies to consumers under Spanish law (Real Decreto Legislativo 1/2007) and EU Consumer Rights Directive 2011/83/EU. This is because our products are custom-made to order.

Private individual customers who have not acted in the course of a business retain their statutory consumer rights, except that the right of withdrawal does not apply once production of a personalised order has commenced (Art. 103(c) RDL 1/2007 and Art. 16(c) EU CRD 2011/83/EU).

Consumer customers based in other EU member states are entitled to the mandatory consumer protection provisions of their country of residence where these offer greater protection.

Contact:

For any order issue, please contact us at hello@thecoffeecanvas.com. We aim to respond within 1 business day.