Warranty & Returns

Last updated: June 2026

At Puca Coffee, quality matters. From our authentic Italian roast coffee to our coffee machines, every product is selected with care. If something is not right, we will work with you to resolve it fairly and efficiently.

Which process should I use?

Changed your mind about an eligible online purchase?
Use our Withdraw from an Online Order page.

Is the product faulty, damaged, incorrect or not as described?
Continue below and use our Warranty & Returns form.

A change-of-mind withdrawal and a faulty-product claim are different processes and may involve different return-cost and refund arrangements.

1. Your Consumer Rights

If you are purchasing as a consumer in Ireland or the European Union, you are protected under applicable consumer law.

This means products must be:

• as described

• fit for purpose

• of satisfactory quality

Nothing in this policy affects your statutory rights.

2. 14 Day Returns Policy (Online Orders)

If you purchase from our website as a consumer, you generally have the right to withdraw from an eligible purchase, in full or in part, without giving a reason.

The withdrawal period normally expires 14 days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.

To exercise this right, please use our Withdraw from an Online Order page before the withdrawal period expires. You may also contact us with another clear statement confirming your decision to withdraw.

Submitting a withdrawal notification records your decision to cancel the eligible purchase. It does not mean that a refund has already been processed.

After notifying us, you must return the relevant goods without undue delay and no later than 14 days after the date of your notification.

Unless we have agreed otherwise, or the goods are faulty, damaged, incorrectly supplied or not as described, you are responsible for the direct cost of returning the goods.

You must take reasonable care of the goods while they are in your possession. You may inspect and handle them only as reasonably necessary to establish their nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.

Original packaging should be used where reasonably available, particularly for coffee machines, because it helps protect the product during return transport. However, the absence of original packaging does not automatically remove your statutory rights.

We may withhold any refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

If an item is faulty, damaged, incorrectly supplied or not as described, please use the Warranty & Returns form below instead.

3. Coffee Products (Pods, Beans, Ground Coffee)

Unopened coffee products in their original sealed packaging may be eligible for return under the 14-day withdrawal process described above.

Where a coffee product has been supplied in sealed packaging and the seal has been broken after delivery, the statutory right of withdrawal may not apply if the product is no longer suitable for return for health protection or hygiene reasons.

We cannot normally accept opened coffee as a change-of-mind return simply because the flavour, strength or personal taste profile is not preferred.

This does not affect your statutory rights where the coffee is faulty, damaged, contaminated, incorrectly supplied or not as described. If you believe there is a quality or safety issue, please complete the Warranty & Returns form below and provide details of the issue, together with photographs of the packaging and batch or lot information where available.

4. Coffee Machine Warranty

Coffee machines purchased by consumers are protected by applicable Irish and European consumer law.

Puca Coffee is responsible for dealing with faults relating to machines purchased directly from us. These statutory rights are separate from, and are not limited by, any guarantee that may also be provided by the manufacturer.

A coffee machine must be as described, fit for its intended purpose, of satisfactory quality and reasonably durable, taking account of its nature, price and normal expected use.

If a fault arises, the remedy available will depend on matters including when the fault appeared, how serious it is and whether repair or replacement is possible.

Depending on the circumstances, you may be entitled to:

• repair or replacement at no cost
• a proportionate reduction in price
• termination of the purchase and a refund

Where a fault becomes apparent during the first year after delivery, it is generally presumed to have existed when the machine was supplied unless Puca Coffee can demonstrate otherwise.

Consumer rights in Ireland can potentially apply for up to six years after purchase or delivery where the machine could reasonably be expected to last for that period. This does not amount to an automatic six-year warranty, and each claim will be assessed according to the nature of the fault, the age and expected durability of the machine, its maintenance and how it has been used.

Statutory remedies do not apply to problems caused by misuse, accidental damage, neglect, incorrect operation, failure to carry out reasonable cleaning or descaling, unauthorised modification, or normal wear and tear, unless the problem is independently caused by an existing defect.

To report a machine fault, please complete the Warranty & Returns form below and include your order number, a description of the issue and photographs or a short video where available.

These provisions apply to consumer purchases. Different contractual arrangements may apply to machines purchased principally for business or commercial use.

5. Damaged or Faulty Items on Arrival

If an item arrives damaged, faulty, incorrectly supplied or not as described, please contact us as soon as reasonably possible.

For visible damage that may have occurred during delivery, we recommend contacting us within 48 hours and providing photographs of the outer packaging, shipping label and product where possible. This helps us investigate the matter promptly with the delivery carrier. Failure to report the issue within 48 hours does not remove your statutory consumer rights.

Depending on the circumstances and your applicable consumer rights, we may arrange a repair, replacement, price reduction or refund.

Where goods are confirmed to be faulty, damaged in transit, incorrectly supplied or not as described, Puca Coffee will arrange collection or cover the reasonable direct cost of returning them.

Please use the Warranty & Returns form below and include your order number, a description of the issue and photographs or a short video where available.

6. Refund Processing

Refunds will be processed without undue delay and in accordance with applicable consumer law.

For change-of-mind withdrawals involving goods, Puca Coffee may withhold the refund until we have received the returned goods or until you provide evidence that they have been sent back, whichever occurs first.

Refunds will normally be issued using the same payment method used for the original purchase, unless another method is expressly agreed. You will not be charged a fee because a different agreed refund method is used.

Where the whole eligible order is withdrawn, we will refund the cost of our least expensive standard delivery option where required by law. Additional costs resulting from a more expensive or premium delivery method selected by you are not refundable.

Where only part of an order is withdrawn, any refund of the original delivery charge will depend on whether that charge would still have applied to the products you have kept.

We will notify you when the refund has been processed. The time taken for the funds to appear in your account may depend on your bank or payment provider.

Refunds relating to faulty, damaged, incorrectly supplied or misdescribed goods will be handled in accordance with your statutory consumer rights.

7. Commercial Customers

Warranty terms for business customers may differ from those for private consumers. Please contact us directly for B2B warranty information.

8. How to Start a Withdrawal, Return or Warranty Request

Changed Your Mind About an Online Purchase

To withdraw from all or part of an eligible online order within the applicable withdrawal period, please use our Withdraw from an Online Order page.

Submitting and confirming the withdrawal form records your decision to cancel the selected purchase. You do not need to give a reason, and the exercise of your statutory withdrawal right is not subject to prior approval by Puca Coffee.

You will receive an email acknowledging your withdrawal and explaining the next steps.

If the goods have already been delivered, please wait for our return instructions before sending them back. This allows us to identify and process your return correctly and to provide the appropriate return address.

Waiting for return instructions does not affect the validity of your withdrawal or restrict your statutory rights.

The goods must normally be returned without undue delay and no later than 14 days after you submitted your withdrawal notification.

Faulty, Damaged, Incorrect or Misdescribed Products

If an item is faulty, damaged, incorrectly supplied, not as described, or requires a warranty assessment, please use the form below.

To help us review the matter quickly, please include:

• Your order number
• The product name
• A clear description of the issue
• Photographs or a short video, where relevant
• The coffee batch or lot number, where relevant

Once we receive the information, we will contact you with the appropriate next steps. These may include troubleshooting, repair, replacement, collection, return instructions or a refund.

For faulty, damaged and warranty-related cases, please wait for our return or collection instructions before sending the item. This helps ensure that it is sent to the correct address, packaged safely and handled using the appropriate return method.

This process does not restrict your statutory consumer rights.

For coffee machines, we recommend keeping the original packaging where reasonably possible because it offers the best protection during transportation. The absence of the original packaging does not automatically remove your statutory rights.