Refund policy

Return and Refund Policy — Trama

Last updated: 14/09/2026

At Trama, we want your experience with the gear and coffee you choose to be as precise as the result you're after in the cup. This policy applies to all purchases made on trama-coffee.com by end consumers (D2C). For B2B/wholesale clients, the specific terms set out in your commercial agreement apply - see the final section.

1. Right of Withdrawal (14 Days)

Under Portuguese and EU consumer protection law (Decree-Law 24/2014, transposing EU Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without needing to give a reason.

To exercise this right:

  • Contact us at support@trama-coffee.com with your order number before sending the item back, so we can provide return instructions (RMA).
  • The item must be returned in a condition that allows resale: with no signs of use beyond what's necessary to check its nature and function, and with all accessories, manuals, and original packaging included.
  • If the product shows signs of excessive use (beyond what would be reasonable to try in a physical store before buying), we reserve the right to deduct the corresponding depreciation amount from your refund. We assess this case by case and communicate the amount before processing the refund.

Return shipping costs: for withdrawal (change of mind, wrong choice, buyer's remorse), return shipping costs are the customer's responsibility. We recommend using an insured, trackable carrier; Trama Coffee is not liable for items lost or damaged during return shipping.

2. Exceptions to the Right of Withdrawal

Under Article 17 of Decree-Law 24/2014, we do not accept returns for withdrawal in the following cases:

  • Coffee in sealed bags, once opened or the original seal removed — for health and food hygiene protection reasons, this seal cannot be broken if you intend to return the product.
  • Custom-made or personalized products.
  • Gift cards and vouchers.
  • Disposable consumables that have been used or whose hygienic protective packaging has been removed (e.g., opened paper filters).

These exclusions are clearly stated on the product page of each applicable item before checkout.

3. Damaged, Defective, or Wrongly Sent Items

If you received a damaged item due to shipping, a manufacturing defect, or a different item than what you ordered due to our error, the responsibility is Trama's, and you will incur no costs.

  • Report the issue within 48 hours of receipt via support@trama-coffee.com, with photos of the product and outer packaging.
  • Trama will arrange pickup of the item at no cost to you, and proceed with a replacement or full refund, including original shipping costs.
  • Shipping damage should be flagged immediately (see Section 4) - late claims make it harder to file a claim with the carrier.

4. Checking Your Order on Delivery

We strongly recommend checking the condition of the packaging at the time of delivery. If you notice visible external damage, note this with the courier or photograph the packaging before opening. This protects you and allows us to pursue the carrier's insurance more effectively.

5. Exchanges

We do not process direct exchanges - if you want a different model, color, or size, return the original item (per Section 1) and place a new order on trama-coffee.com. This ensures the correct stock is available without waiting for the returned item to arrive.

6. Refunds

  • Once we receive and inspect the returned item, we process the refund within a maximum of 14 days.
  • The refund is made via the same payment method used for the original purchase.
  • Orders paid via MB WAY, Multibanco, or bank transfer: refunds are processed via bank transfer to the customer's provided IBAN.
  • Original shipping costs are only refunded in cases of Trama's error or defect (Section 3). For withdrawal returns, only the value of the item(s) is refunded.

7. How to Start a Return

  1. Contact support@trama-coffee.com with your order number and reason for return.
  2. Wait for confirmation and return instructions (RMA) - returns sent without prior contact may experience processing delays.
  3. Pack the item securely, preferably in its original packaging.
  4. Ship to the address provided, keeping proof of postage until Trama confirms receipt.

8. B2B / Wholesale Customers

Customers purchasing in the course of their professional activity (cafés, offices, resellers) are not considered "consumers" under Decree-Law 24/2014, so the 14-day right of withdrawal does not automatically apply to these purchases. Return, warranty, and replacement terms for B2B accounts are those set out in the commercial agreement between Trama and the business customer.

This policy does not affect consumer rights under Portuguese and EU law, including legal conformity guarantees (Decree-Law 84/2021).

Trama is operated by Improvised Brain, Lda (NIF/VAT 518849481), Braga, Portugal. Support: support@trama-coffee.com · General inquiries: info@trama-coffee.com