Terms & Conditions

1. Who we are

These terms apply to every order placed on this website, operated by GOLD LINE HOLDING, Limbastraat 66, 9000 Ghent, Belgium (enterprise number 0103.118.390) , VAT BE1031188390. Contact: info@koffiana.com

2. Orders and contract

The contract is concluded when you place the order and we confirm it by email. For bank transfers, we reserve the items for 7 days; if the payment hasn't arrived by then the order is cancelled. We may cancel an order in case of an obvious pricing error or if a product is unexpectedly unavailable; any amount paid is then refunded in full.

3. Prices and VAT

All prices are in euro and include 21% Belgian VAT. Shipping costs are shown before you pay. Business customers in another EU member state with a VAT number validated through VIES are invoiced without VAT (intra-Community reverse charge). Belgian businesses are invoiced with Belgian VAT.

4. Payment

You pay through the payment methods shown at checkout. Card and online payments are processed by our payment provider; we never see or store your card details. You receive a VAT invoice by email once the payment is received.

5. Delivery

We ship to Belgium, the Netherlands, Luxembourg, Germany and France with the carrier you choose. Delivery times shown are estimates. The risk passes to you when you (or someone you designate) receive the parcel. Please report visible transport damage within 48 hours, with photos, so we can file a claim with the carrier.

6. Right of withdrawal (14 days)

As a consumer you may withdraw from the purchase within 14 days after receiving the goods, without giving a reason. Notify us through the online return form, by email, or with the EU model withdrawal form below, then send the goods back within 14 days of your notice. The direct cost of returning the goods is for your account unless the item is defective or wrong.

We refund all payments received, including the standard delivery cost, within 14 days of receiving your notice, using the same payment method. We may wait until we have received the goods back. You are liable for any loss in value caused by handling the goods beyond what is necessary to check them (for example using a grinder with koffee or a machine with water).

Model withdrawal form
To GOLD LINE HOLDING, Limbastraat 66, 9000 Ghent, Belgium , info@koffiana.com:
I hereby give notice that I withdraw from my contract of sale of the following goods: … / Ordered on … / received on … / Order number … / Name … / Address … / Date … / Signature (only on paper).

7. Legal guarantee

All goods carry the 2-year legal guarantee of conformity (Directive (EU) 2019/771, Belgian Civil Code). Report a defect as soon as possible and at the latest within 2 months of discovering it, via our repair & warranty form. Normal wear of consumables (gaskets, filters, burrs worn by use) and damage from misuse or limescale are not covered. Any commercial warranty from the manufacturer comes on top of the legal guarantee.

8. Complaints and disputes

Contact us first at info@koffiana.com — we answer within 5 working days. If we can't resolve it together, Belgian consumers can contact the Consumer Mediation Service (consumentenombudsdienst.be). Belgian law applies, without depriving consumers of the protection of the mandatory rules of their country of residence.

9. Privacy

We process your personal data as described in our privacy policy.