Refund policy

  • 10 Right of withdrawal / right of cancellation
  1. Pursuant to Section 3 of the Consumer Protection Act, insofar as the customer is a consumer and not a company, the customer has the right to revoke the contract that has arisen within the framework of these General Terms and Conditions within fourteen days without stating reasons.
  2. The right of withdrawal is fourteen days from the day of the conclusion of the contract or from the day on which the customer or a third party named by the customer, who is not the carrier, has taken possession of the goods.
  3. In the case of a contract for several goods which the customer, as a consumer, has ordered as part of a single order and which are delivered separately, the withdrawal period shall also be fourteen days from the day on which the customer or a third party named by the customer who is not the carrier has taken possession of the last goods.
  4. In order to exercise the right of withdrawal, the customer must inform GOTA by means of a clear declaration in writing (for example via letter or e-mail) of the decision to withdraw from the contract concluded under these GTC.
  5. In order to comply with the cancellation period, it is sufficient for the customer to send the notification of the exercise of the cancellation right before the expiry of the cancellation period.
  6. The right of revocation expires as soon as the customer puts the shipped goods in a condition that makes further sale impossible. This includes gross soiling and damage that cannot be removed by GOTA and, above all, the opening of the packaged coffee products, as these are perishable foodstuffs.
  7. If the order is for a service, such as participation in a workshop, and if this workshop has already taken place within the 14-day period, the right of withdrawal shall also not apply.
  • 11 Consequences of withdrawal / revocation
  1. If the customer revokes a contract arising under these GTC as a consumer, GOTA will refund the total order value including the delivery costs (with the exception of additional costs resulting from the fact that a type of delivery other than the cheapest standard delivery offered by us was chosen) without undue delay and at the latest within fourteen days from the day on which we received the notification of the revocation of this contract. For this repayment, GOTA shall use the same means of payment that was used in the original transaction, unless another means of payment has been expressly agreed. 
  2. GOTA may refuse repayment until the goods have arrived back at the place of dispatch.
  3. The costs of the direct return of the goods shall be borne by the customer. This also applies to charges which are returned by the respective postal service provider in the event of undeliverability or default in acceptance of the parcel by the customer or if the customer does not use the enclosed return slip and thereby causes additional costs for GOTA.
  4. The customer shall only be liable for any loss in value of the goods if this loss in value is due to handling of the goods which is not necessary for checking the condition, properties and functioning of the goods.
  5. The customer shall return or hand over the goods to GOTA Coffee Experts, Mariahilferstraße 152, 1150 Vienna, without undue delay and in any case no later than within fourteen days from the day on which GOTA was informed of the revocation of the contract arising under these GTC. The deadline is met if the goods have been dispatched before the expiry of the period of fourteen days.