Terms of Use & Privacy Policy | Nespresso

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  • Terms of Use

    1. Acceptance of and amendment to the Terms of use
    1.1 Your access and use of the websites (the "Websites") of Nestlé Nespresso S.A. ("Nespresso"), including the subsidiaries of Nespresso, is governed by these conditions of use (the "Terms of use"). By accessing, browsing and using our Websites you acknowledge that you have read, understood and accepted, without reservations, these Terms of use, as subsequently amended by us.

    1.2 In case of amendments to our Terms of use, a new updated version will be published on our Websites. Therefore, please consult these Terms of use from time to time so as to keep up to date on any changes.

    2. Copyright and intellectual property
    2.1 The content of our Websites and specifically, but not exclusively, the texts, marks, logos, diagrams, photographs, videos, sounds, music, layout, designs, know-how, technologies, products and processes are the property of Nespresso or its subsidiaries, or are used with the authorisation of the owners, and accordingly are protected by copyright, trademarks, patents and all other intellectual or industrial property rights existing under applicable laws.

    2.2 Except as provided for in Section 3 hereinafter, nothing contained in our Websites may be construed or interpreted as the granting of a licence or a right to use any content of our Websites.

    3. Use of the Websites
    3.1 It is possible to download, display or print the content of our Websites solely for personal, non-commercial use, thus retaining and reproducing each and every copyright notice or other proprietary rights notice contained in any information or other material downloaded. Any other use, including the reproduction, modification, distribution, transmission or disclosure of the content of the Websites, in full or in part and by any means, is strictly prohibited, except upon the prior written consent of Nespresso.

    3.2 Nespresso neither guarantees nor declares that the use of any content published on its Websites will not infringe the rights of third parties.

    4. Information deemed non-confidential
    4.1 Any personally identifying data and information that you may transmit via the Internet to our Websites are protected and treated in compliance with the regulations in force in your country and with our Privacy Policy. Nespresso asks you to read its Privacy Policy carefully before transmitting any personally identifying data or information.

    4.2 Any other information or material transmitted to Nespresso via the Internet, e-mail or otherwise, including any data, questions, comments, suggestions, ideas, illustrations or similar materials, are and will be treated as non-confidential and non-proprietary. Any information transmitted or published will become the property of Nespresso and may be freely used for any purpose, including, but not limited to, reproduction, disclosure, transmission, publication, dissemination and posting. Specifically, Nespresso will be free to use any ideas, concepts, know-how or techniques contained in any such communications transmitted to the Websites for any purpose whatsoever, including, but not limited to, developing, manufacturing, advertising and marketing products that use this information. Any such use will not give rise to any compensation to those providing the information, nor any third parties.

    4.3 By submitting information, you are guaranteeing that you own the material/content submitted, that the latter is not defamatory, and that its use by Nespresso will not violate the rights of any third parties. The use of the information provided does not entail any obligation on the part of Nespresso.

    5. Warranty disclaimer
    5.1 Without prejudice to what is laid down in section 6 hereinafter, any material, information and all that you may find on the websites are provided to you "as is", subject to their availability, and without any kind of guarantee, explicit or implied, including, among others, the implied warranty of merchantability, or fitness for any particular purpose.

    5.2 Nespresso does not guarantee that its websites or their content will meet your expectations, that access will be interrupted, timely, secure and error-free.

    5.3 Some jurisdictions may not allow certain limitations of warranties, thus some of the above limitations may not apply to you.

    5.4 Any advice or information, be it oral or written, attained from nespresso or during the use of the services made available on the websites, shall not give rise to any guarantees that are not explicitly provided for in these terms of use.

    6. Limitation of liability
    6.1 You access, use, browse and navigate on our websites at your own risk and peril.

    6.2 You acknowledge and fully accept that neither nespresso, any of its subsidiaries nor any other party involved in the creation, production or delivery of the websites, may be held liable for any direct, indirect or consequential damages, any injury to reputation, costs, losses, drop in turnover or profits, or obligations of any nature that may result from your access to, or use of, or on the contrary the impossibility to use, the websites or their content.

    6.3 All materials downloaded or obtained in any other way during the use of our websites are attained at your own risk and peril. Nespresso shall not be held liable for any damage or virus that could affect your computer equipment or any other property because of your access to, use or downloading of any material from its websites or of any illegal access or intervention in the it systems.

    6.4 Nespresso reserves the right to interrupt or discontinue any or all functions of its websites. Nespresso accepts no responsibility or liability whatsoever for any discontinuance or interruption of its websites stemming from actions or omissions of nespresso or any third party.

    7. Change of information
    The content of our Websites may contain inaccurate data or errors. Nespresso reserves the right to carry out any changes, corrections and/or improvements to such content at any time without prior notice; however, it does not assume any responsibility to do so.

    8. Availability of products and services
    Our Websites may contain information on the international services and products of Nespresso, although not all may be available at every location. Reference to a Nespresso product or service on the Websites does not imply its availability at your location.

    9. Links
    9.1 In order to offer a service to our visitors, our Websites may contain hypertext links leading to other Websites that are not managed or controlled by Nespresso. Nespresso shall not be deemed responsible for these websites and declines all responsibility and liability in relation to their content, legality, accuracy or functions.

    9.2 The creation of any hyperlink to our Websites is prohibited without the prior written consent of Nespresso.

    10. Miscellaneous
    10.1 These Terms of use represent the full agreement between Nespresso and the users in relation to the access and use of the Websites and their content. Any other terms or conditions issued by Nespresso governing its relations with the users, specifically in relation to any service or purchase of product, shall complement the Terms of use; in the event of any discrepancy arising between them, different terms and conditions shall void these Terms of use.

    10.2 The fact that Nespresso tolerates a breach of one of the obligations set out in these Terms of use, or does not enforce a right attributed hereunder or under the law, shall not be interpreted as a waiver by it to invoke and enforce such rights.

    10.3 Should any clause of the Terms of use be deemed illegal by law or regulation in force in your country, or by a court ruling, such clause shall be regarded as invalid, whereas all other clauses of the Terms of use will retain full force and effect.

    10.4 The headings of the clauses of the Terms of use have been introduced for the sake of convenience alone and shall not alter or modify these terms and conditions in any way.

    Nestlé Nespresso S.A. -Version revised in May 2013


  • Privacy Policy

    Nespresso Privacy Policy

    Please read this Privacy Policy (“Privacy Policy”) carefully in order to understand our corporate policies and practices concerning your personal data and how we will treat it. By using a Nespresso Website or app, by calling a Nespresso Customer Relationship Centre (CRC), by ordering in a Nespresso Boutique or by otherwise giving us your personal data, you accept this Privacy Policy. If you do not agree to this Policy or otherwise fail to provide necessary personal data to us (we will indicate to you when this is the case, for instance, by making this information clear in our registration forms), (a) you will be unable to use our Websites or apps, or become a Nespresso Club member and (b) we may be unable to provide you with our goods and/or services. This Policy may vary from time to time (see Section 10). Ongoing interaction with us after we make changes is deemed as acceptance of such changes, hence please check the Policy on a regular basis for updates.

    This Policy provides important information in the following areas:

    Scope of this privacy policy

    This Policy expounds upon how your personal data are collected, used and disclosed by Nespresso entities as listed in the dedicated data controllers and contact details section (Section 11) (“Nespresso”, “We”, “Us”). The policy also informs you on how to access and update your personal data and make certain choices about how your personal data are used.

    This Policy governs both our online and offline data collection activities, including personal data that we collect via our various channels such as websites, apps, social networks, Customer relationship centres, Boutiques, points of sale and events. Please note that personal data we collect via one method (e.g. a Nespresso Website) are combined with personal data collected via another method (e.g. an offline Nespresso event). In light of the foregoing, we may combine personal data originally collected by different Nespresso entities. Please see Section 8 for further information on how to object to this.

    1. Sources of personal data

    This Privacy Policy applies to personal data we collect from or about You, through the methods described below (please consult Section 2), from the following sources:

    Nespresso Websites. Consumer-directed Websites operated by Nespresso, including Websites that we operate under our own domains/URLs and minisites that we run on third party social networks such as Facebook (“Internet Websites”).

    Nespresso mobile sites/apps. Consumer-directed mobile sites or applications operated by Nespresso such as smartphone apps.

    E-mail, text or other electronic messages. Electronic communications between you and Nespresso.

    Nespresso CRC. Telephone calls to our Customer Relationship Centres (“CRC”).

    Nespresso Boutiques. Stores operated by Nespresso.

    Offline registration forms. Printed registrations and similar forms that we may collect from consumers such as via mail, in-store demos, contests and other promotions or events.

    Points of sale Demonstrators present in physical third party stores to assist you with the registering of your machine and coffee order.

    Data from other sources Social networks, publicly available information.

    2. Personal data we collect about you and how we collect it

    Depending on how you interact with Nespresso (online, offline, over the phone, etc.), we may collect from you various types of information, as detailed hereinafter.

    Personal contact details.. This information includes any information you provide to us that would allow us to personally contact you, such as your name, address, e-mail address, social network details or phone number

    Account login information. Any information that is required to give you access to your specific account profile. For instance, your login ID/e-mail address, user name, password in unrecoverable form, and/or security questions and answers.

    Demographic information. Any information that describes your demographic or behavioural characteristics. For instance, your date of birth, age or age range, gender, geographic location (e.g., post code), favourite products, hobbies and interests, and household or lifestyle information.

    Technical information about your PC/mobile device. Any information about the computer system or other technological device that you may be using to access one of our Websites or applications such as the IP address used to connect your computer or device to the Internet, operating system type, and web browser type and version. If you access a Nespresso website or application via a mobile device such as a smartphone, the collected information may also include, where permitted, your mobile phone’s unique device ID, advertising ID, geo-location, and other similar mobile device data.

    Website usage information/communication. As you navigate through and interact with our Websites or newsletters, we may use automatic data collection technologies to collect certain information about your actions. This includes information such as which links you click on, which pages or content you view and for how long and other similar information and statistics about your interactions, page response times, download errors and length of visits to specific pages. This information is captured using automated technologies such as cookies (browser cookies, flash cookies) and web beacons, and may also be collected through the use of third party tracking services (such as Double Click, Google Analytics, Adobe Dynamic Tag Management and/or Omniture). You are entitled to object to the use of such technologies; for further details see Section 3.

    Consumer feedback. This includes information that you voluntarily share with us about your experience in using our products and services.

    Consumer-generated content. This refers to any content that you create and subsequently share with us via a social network by uploading it to one of our Websites or applications, including the use of network apps such as Facebook. Examples may include photos, videos, personal stories, or other similar media or content. Where permitted, we may collect and publish consumer-generated content in connection with an array of activities, including contests and other promotions, website community features, user engagement, and third party social networking.

    Social network information. This refers to any information shared publicly on a social network or information that is part of your profile on a third party social network (such as Facebook) and that you allow the third party social network to share with us. Examples include your basic account information (e.g., name, email address, gender, date of birth, city of residence, profile picture, user ID, list of friends, etc.) and any other additional information or activities that you allow the third party social network to share. We may receive your social network profile information (or parts thereof) every time you download or interact with a Nespresso web application on a social network such as Facebook or every time you use a feature that is integrated within a Nespresso website (such as Facebook Connect) or every time you interact with us via a social network. To learn more about how your information may be obtained by Nespresso from a third party social network, or to stop sharing such social network information, please visit the website of the relevant social network.

    Payments and financial information. Any information that we need in order to fulfil a sale, or that you use to make a purchase, such as your credit or debit card details (cardholder name, card number, expiration date, etc.) or other forms of payment (if these are made available). In any case, we manage all payment-related and financial information according to all applicable laws, regulations and safety standards, such as for instance the Payment Card Industry Data Security Standard, (PCI DSS).

    Calls to CRC. Communications with a CRC may be recorded, in accordance with all applicable laws, for local operational needs (e.g. for quality or training purposes) and, in some cases, to archive proof of consent for direct marketing and profiling. Payment card details are not recorded. Where provided for by law, you will be informed about such recording at the beginning of your call and will have the opportunity to object to it.

    3. Cookies and similar technologies, log files and web beacons

    Cookies/similar technologies. To learn how you can manage your cookie settings, for detailed information on the cookies we use and the purposes for which we use them, please see our Cookie Policy.

    Log files. We may collect information in the form of log files that record website activity and gather statistics about your browsing habits. These entries are generated automatically, and help us to troubleshoot errors, improve performance and ensure the security of our Websites.

    Web beacons. Web beacons (also known as “web bugs”) are small strings of code that deliver a graphic image on a web page or in an e-mail message for the purpose of transferring data back to us. The information collected via web beacons may include technical information such as IP Address, as well as information about how you respond to an email campaign (e.g., at what time the e-mail was opened, where you link to from the e-mail, etc.). We may use web beacons on our Websites or include them in the e-mail messages we send you. We use web beacon information for a wealth of purposes, including but not limited to, site traffic reporting, unique visitor counts, advertising and e-mail auditing and reporting, and personalisation.

    4. Uses made of your personal data

    The following paragraphs describe the various purposes for which we might collect and use your information, and the different types of information that might be collected for each purpose. Please note that not all of the uses below will be relevant to every consumer.

    Customer support. We may use your information to provide you with our customer care service, including responses to your inquiries. This usually requires the use of specific personal contact information and information regarding the reason for your inquiry (e.g., order status, technical issues, product questions/complaints, general questions, etc.).

    Contests, marketing and other promotions. With your consent (where required), we may use your personal data to provide you with information on goods or services (e.g.marketing campaigns or promotions). This may be carried out via e-mail, advert, text, phone call or mail where permitted by applicable laws. Some of our promotions may be run on websites and/or third party social networks. This use of your personal data is voluntary, which means that you may oppose the processing of your personal data for this purpose.

    For detailed information on how to change your preferences about marketing communication, please see Sections 8 and 9 hereinafter. For more information about our contests and other promotions, please see the official rules or details posted with each contest/promotion.

    Social networks: We may use your personal data when you interact with third party social networking features such as “Like” functions, for the purposes of offering you an advertising service and involving you on our social networks. By consulting the privacy policy of the relevant third party social networks, you can learn more about how these features work, the profile data that we obtain from you, and how to opt out.

    Personalisation (offline and online). With your consent (if required), we may use your personal data (i) to analyse your preferences and habits, (ii) to anticipate your needs on the basis of our analysis of your profile, (iii) to improve and personalise your experience on our Websites and applications; to ensure that content from our Websites/applications is optimised for you and for your computer; and (iv) to allow you to take part in interactive features, when you choose to do so. For instance, we might remember your login ID/e-mail address or user name so that you may instantly login the next time you visit our site or so that you may easily retrieve the items you previously added to your shopping cart. Based on this type of information, and with your prior consent (if required), we may show you specific Nespresso content or promotions that are tailored to your interests. The use of your personal data is voluntary, which means that you may oppose the processing of your personal data for this purpose. For detailed information on how to opt-out please refer to Section 8 below.

    Order fulfilment. We may use your personal data to process and ship your orders, and to inform you about the status of your orders, amend addresses and conduct identity verification activities and other fraud identification activities. This calls for the use of certain personal contact information and payment information.

    Other general purposes (e.g. internal research, analytic quality assurance, security). In compliance with the law, we may use your personal data for other general business purposes, such as to conduct internal demographic and marketing studies and to measure the effectiveness of advertising campaigns. We reserve the right, should you have Club Member accounts, to reconcile the latter into one single account. Moreover, we also use your personal data to ensure our security.

    Legal reasons or merger/acquisition. In the event that Nespresso or its assets are acquired by, or merged with, another company, including through bankruptcy, we may share your personal data with any of our legal successors. We may also disclose your personal data to third parties (i) as required by applicable law; (ii) in response to legal proceedings; (iii) in response to a request from a competent law enforcement agency; (iv) to protect our rights, privacy, safety or property, or the public; or (v) to enforce the terms of any contract or the terms of our Website.

    5. Disclosure of your personal data

    Aside from the Nespresso/Nestlé entities (responsible for Nespresso operations) mentioned in the data controllers and contact details section (see Section 11), we may share your personal data with the following types of third party organisations:

    Service providers. These are outside companies that we hire to help us run our business (e.g., order fulfilment, payment processing, fraud identification and identity verification, debt collection, Website operation, support services, promotions, Website development, data analysis, CRC, etc.). Service providers, as well as their selected personnel, are only allowed to access and use your personal data on our behalf for the specific tasks that they have been requested to perform, as based on our instructions, and they are required to keep your personal data confidential and secure. Where required by applicable law, you may obtain a list of the providers processing your personal data (see Section 11 to contact us).

    Credit reference agencies/debt collection agencies To the extent permitted by applicable law, credit reference agencies and debt collection agencies are outside companies that we rely upon for the purpose of assessing you credit score (specifically for orders with invoices) or for recovering outstanding invoices.

    Third party companies using personal data for their own marketing purposes. Except in situations whereby you have given your consent, we will not licence or sell your personal data to third party companies for their own marketing purposes.

    Third party recipients using personal data for legal reasons or due to merger/acquisition. We will disclose your personal data to third parties for legal reasons or in the context of an acquisition or a merger (see Section 4 for further details).

    6. Retention of your personal data

    In accordance with all applicable laws, we will use your personal data for as long as necessary so as to fulfil the purposes for which your personal data were collected (as explicated in Section 4 above) or to comply with all applicable legal requirements.

    Personal data used to offer you a personalised experience (see Section 4 above for further details) will be kept for a duration permitted by applicable laws.

    7. Dissemination, storage and/or transfer of your personal data

    We use a plethora of reasonable measures (elucidated hereinafter) to ensure the confidentiality and security of your personal data. Nevertheless, please note that such protection does not apply to any information you choose to share in public areas such as social networks.

    Persons who can access your personal data. Your personal data will be processed by our authorised personnel, on a need to know basis, depending on the specific purposes for which your personal data have been collected (e.g. our personnel responsible for customer care will have access to your customer profile).

    Measures adopted in operating environments. We store your personal data in an operating environment that relies upon reasonable security measures to prevent unauthorised access. We follow reasonable standards to protect personal data. The transmission of information via the Internet is, regrettably, not entirely secure and although we endeavour to protect your personal information, we cannot guarantee the security of the data during transmission via our Websites/apps.

    Measures that we expect you to implement. It is important that you also play a role in keeping you personal data safe and protected. When signing up for an online account, please be sure to choose an account password that is difficult to guess and to refrain from revealing your password to anyone. You are responsible for ensuring the confidentiality of this password and for any use of your account. If you use a shared or public computer, never choose to have your login ID/e-mail address or password remembered and make sure you log out of your account every time you leave the computer. You should also make use of any privacy settings or controls we may provide you with via our Websites/apps.

    Transfer of your personal data. The storage and processing of your personal data as outlined above may require that your personal data are ultimately transferred/transmitted to and/or stored at a destination outside your country of residence, probably Switzerland and Luxembourg. Where permitted by law, acceptance of this Privacy Policy coincides with your acceptance to such transfer, transmission, storage and/or processing. You also agree that such activities may take place in Countries that offer a lower level of data protection than your country of residence.

    8. Access to your personal data

    Access to your personal data. Where permitted by law, you, your successors, representatives and/or proxies are entitled to access, review and request a physical or electronic copy of the information held about you. You may also have the right to request information on the source of your personal data.

    These rights may be exercised by calling the free phone No. +39 800.39.20.29 or by writing to Nespresso Club - Via del Mulino, 6 - 20090 Assago (MI) and attaching a copy of your ID or any equivalent details (if requested by us and permitted by law). If the request is forwarded by a person other than yourself, without providing evidence that the request is legitimately made on your behalf, the request itself will be rejected.

    Please note that any identifying information provided to us will only be processed in compliance with and to the extent permitted by applicable laws.

    Modification and deletion of personal data. Where provided for by law, you, your successors, representatives and/or proxies may (i) request deletion, correction or revision of your personal data; (ii) oppose the data processing; (iii) restrict the use and disclosure of your personal data; and (iv) revoke consent to any of our data processing activities.

    Please note that, in certain circumstances, we may be unable to delete your personal data without also deleting your user account in the process. We may be required to retain some of your personal data after you have requested deletion, so as to meet our legal or contractual obligations. We may also be permitted by applicable laws to retain some of your personal data to satisfy our business needs.

    Where available, our Website has a specific feature through which you may review and edit the personal data provided. Please note that we require our registered consumers to verify their identity (e.g. login ID/e-mail address, password) before they can access or edit their account information. This helps prevent unauthorised access to your account.

    Notwithstanding this, you may exercise these rights by calling the free phone No. +39 800.39.20.29 or by writing to Nespresso Club - Via del Mulino, 6 - 20090 Assago (MI) and attaching a copy of your ID or any equivalent details (if requested by us and permitted by law). If the request is forwarded by a person other than yourself, without providing evidence that the request is legitimately made on your behalf, the request itself will be rejected.

    Please note that any identifying information provided to us will only be processed in compliance with and to the extent permitted by applicable laws.

    Colombia only: Complaints: When submitting a complaint, please include (i) your name and identification information; (ii) contact information (physical address and/or electronic address and phone numbers); (iii) documents that evidence your identity or proxy's identity; (iv) a clear and accurate description of the personal data over which you seek to exercise any of the rights described in this Privacy Policy; (v) a description of the events giving rise to the complaint; and (vi) the documentation substantiating your complaint.

    Requests for access: All requests for access shall be answered within 10 business days, as from the date on which the request was received. In the event that the request goes unanswered for 10 business days, we shall contact you to inform you of the reasons whereby the request is still pending and provide the date on which the request will be addressed. The answer to the request shall be sent no later than 5 business days following expiry of the original term.

    Modification and deletion of personal data. We may require you, within 5 business days following receipt of your request, to remedy any missing information. Should you fail to submit the documentation and information required within 2 months following the date of the initial request, the request will be deemed as waived. We will provide an answer within no more than 15 business days from the day following the date that the request was received. Should the request fail to be addressed within 15 business days, we will inform you of the reasons why the request is still pending and provide the date on which the request will be addressed (the answer to the request may be sent no later than 8 additional days following expiry of the original term).

    Mexico only: When forwarding your request, please include at least the following information: (i) your name, e-mail address and address, in order to receive the corresponding answer; (ii) a copy of a governmental ID; (iii) a clear and precise description of the personal data over which you wish to exercise your rights; (iv) any other information that facilitates the location of the personal data. We will answer your request within 20 days, as from the day that the request was received.

    9. Your choices about how we use and disclose your personal data

    We strive to offer a range of choices regarding the personal data you provide to us. The following mechanisms provide you with the following control over your personal data:

    Cookies/similar technologies. You can set your browser to refuse all or some browser cookies, or to alert you when cookies are being sent. Please consult the aforementioned Section 3.

    Advertising, marketing and promotions. If you wish to have your personal data used by Nespresso to promote its products or services, you may state this preference by ticking the relevant box/es located on the registration form or by answering the question/s presented by our sales Demonstrators, CRC or boutique. Should you decide that you no longer wish to receive such communications, you may subsequently unsubscribe from receiving marketing-oriented communications at any time, by following the instructions provided in each such communication. To opt-out of marketing-oriented communications transmitted via any medium, including third party social networks, you may opt-out at any time by logging into the Websites/apps and editing your user preferences in your account profile by unchecking the relevant boxes or by calling our CRC. Please note that, even if you do opt-out from receiving marketing-oriented communications, you may still receive administrative communications from us, such as orders or other transaction confirmations, notifications about your account activities (e.g. account confirmations, password changes, etc.) and other important announcements.

    Personalisation (offline and online). Where provided for by law, if you wish to have your personal data used by Nespresso to offer you a personalised experience, you may state this preference by ticking the relevant box/es located on the registration form or by answering the question/s presented by our sales Demonstrators, CRC or boutique. Should you decide that you no longer wish to benefit from all this, you may opt-out at any time by logging into the Websites/apps and editing your user preferences in your account profile by unchecking the relevant boxes or by calling our CRC.

    Interest-based advertising. We may partner with ad networks and other service providers ("Advertising Providers") that provide adverts on behalf of us and other non-affiliated companies on the Internet. Some of these adverts may be tailored to your interests on the basis of the information collected on Nespresso sites or on non-affiliated websites in the course of time. You may visitwww.aboutads.info/choices to learn more about this advertising-type, as well as about how to opt-out of interest-based advertising practices from companies taking part in the Digital Advertising Alliance’s (“DAA”) self-regulatory scheme. Furthermore, you may also opt-out of this advertising-type in mobile applications from companies taking part in the DAA's AppChoices app by downloading the app from the iOS or Android app store. Moreover, you may interrupt the collection of precise location data from a mobile device by accessing your device location service settings. We embrace the DAA's self-regulatory principles. You will keep receiving adverts; however, these ads may be less relevant to your interests.

    10. Changes to our privacy policy

    Should we change the way we handle your personal data, we will update this Privacy Policy. We reserve the right to make changes to our practices and this Policy at any time; please check back frequently to see if any updates or changes have been made to our Policy.

    11. Data controllers and contact details

    To ask questions or to comment on this Privacy Policy and our corporate practices relating to privacy or to file a complaint relative to our compliance with applicable privacy laws, please contact us in the following ways: Nespresso Club - Via del Mulino, 6 - 20090 Assago (MI) or by calling the following free phone No. +39 800 39 20 29

    We will acknowledge and investigate any complaint about how we manage personal data (including any complaint stating that we have violated your rights under applicable privacy laws).

    Data controllers

    Responsible for

    Nestlé Nespresso SA (Nestlé Nespresso Ltd)

    Avenue de Rhodanie 40, 1007 Lausanne,


    All activities

    Nestlé Treasury International S.A.

    7, Rue Nicolas Bové

    L - 1253 Luxembourg

    Payment card transactions relative to the Website/app.

    Please note that in a few limited cases, another Nestlé or Nespresso entity may provide for the processing of your payment card details.

    If you make a purchase in a boutique or by calling our CRC, the following data controllers will also be involved:


    Nespresso Italiana S.p.A.

    Via del Mulino, 6

    20090 Assago

  • Conditions of Sale


    1. Application of the General Conditions of Sale
    1.1 Each order placed with Nespresso Italiana S.p.A. (Nespresso) shall be governed by the present General Conditions of Sale, subject to particular conditions applicable to orders placed via the Internet, call centres or in Boutique.

    1.2 Nespresso reserves the right, at any time, to amend these General Conditions of Sale by posting a new updated version.

    2. Orders
    2.1 Orders may be placed by:

    • telephone.: +39 800 39 20 29;
    • fax: +39 800 14 93 33;
    • mail: Nespresso Club - via del Mulino, 6 20090 Assago (MI);
    • Internet: www.nespresso.com;
    • Smartphone: http://m.nespresso.com and Nespresso App for iPhone, iPad, Android, Kindle Fire;
    • in the Nespresso Boutiques.

    2.2 The minimum quantity for coffee purchase is set at 5 (five) sleeves, except for orders placed in the Boutique, where the minimum quantity is set at 1 (one) sleeve. Each sleeve contains 10 (ten) capsules.

    2.3 Nespresso makes its products available for sale via this website within the limits of its available stocks, when receiving the purchase order.

    2.4 Nespresso reserves the right to refuse an order, to set out purchase limits or to enforce payment in advance, especially in the case of unpaid invoices, credit risk or insolvency.

    3. Delivery
    3.1 Nespresso strives to ensure deliveries within 2 (two) working days after receipt of an order.

    3.2 If the customer should request a means of delivery other than the one proposed normally by Nespresso, the shipment amount will be added to the order. For purchases made at the Boutiques, delivery of goods takes place immediately via collection by the customer.

    3.3 The risk of loss and deterioration of the ordered goods is transferred to the customer from the moment of delivery, namely, in the case of transfer of goods from one place to another, at the time of delivery to the carrier.

    4. Verification of goods
    4.1 The customer is responsible for verifying the quantity and condition of the goods upon delivery and, in the event of damaged and/or missing items/products, for expressing reservations to the carrier and informing Nespresso within 7 (seven) days from receipt of the actual products, keeping the invoice and the signed delivery note.

    4.2 After having followed all the requirements listed in section 4.1, Nespresso, as agreed upon with the customer, shall provide replacement products of equivalent commercial value or provide for a refund as a credit note to the customer for subsequent purchases.

    5. Returns
    5.1 For the purchase of machines and/or accessories made via the Internet, call centres and off-premises, the right of withdrawal may be exercised according to what is provided for by the Consumer Code (Legislative Decree No. 21 of 21.02.2014, in Official Journal 11.03.2014), within 14 calendar days from delivery of goods (or the last batch in case of multiple orders), by contacting the customer service for return shipment procedures. The goods must be returned by the consumer within 14 calendar days from the date of notification by the actual consumer to Nespresso of its decision to withdraw.

    5.2 Nespresso will only accept returns of goods in perfect condition, in their original packaging , accompanied by the relative purchase invoice. When returns are carried out in accordance with what is elucidated above, Nespresso shall provide for a refund as a credit note to the customer for subsequent purchases, within a maximum of 14 days of learning about the withdrawal. Nespresso may retain the refund until it receives the goods or until the consumer provides evidence of reshipment of goods, depending on which situation arises first. The consumer is solely responsible for the decrease in value of the goods resulting from a handling of the goods other than the one required for ascertaining the nature, characteristics and functioning of the goods. Furthermore, Nespresso will also reimburse the shipping costs invoiced in conjunction with the purchase. These procedures will also apply to returns from the Vatican City State, the Republic of San Marino, the municipalities of Livigno and Campione d'Italia: in this case Nespresso will provide for the payment of the customs authorisations and taxes applicable.

    5.3 On the other hand, no return will normally be accepted of food products such as capsules, biscuits, chocolate or sugar purchased directly at the boutiques or via the Internet or by phone. Specifically, once the products purchased in boutiques leave the premises, Nespresso may no longer provide for the exchange or replacement of the product. Therefore, the customer is responsible for verifying, at the time of delivery, the quantity and state of the products and, in the event of defects and/or missing items/products, for reporting the latter to the Boutique personnel prior to leaving the store. Exceptions include cases whereby defects (flattened capsules and/or capsules with missing parts, packaging defects, etc.) may not be detected by the customer at the time of purchase: in this case, replacements will be accepted, subject to prior verification by Nespresso.

    6. Price and invoicing
    6.1 The prices payable for the items ordered are those in force on the date of order issue, inclusive of taxes and shipping costs. Shipment costs are indicated separately in the invoice.

    6.2 Only for deliveries to the Vatican City State, the Republic of San Marino, the municipalities of Livigno and Campione d'Italia, Nespresso will provide for the payment of the customs authorisations and taxes or any other charges taxable upon arrival of the goods.

    6.3 Nespresso retains the right of ownership of the goods delivered until the full payment of the invoice.

    6.4 Nespresso reserves the right to modify its prices without notice.

    7. Payment
    7.1 For all purchases carried out via call centre and the Internet, the amount of the corresponding invoice must be paid within and no later than 15 days from the date stated on the document, which will be sent to the customer via e-mail or mail. Exceptions include any purchases carried out at the boutique, requiring full settlement of the total amount at the time the goods are collected at the store.

    7.2 Payment by credit card is immediately due and payable. Your credit card details will be encrypted during the transaction for security purposes.

    7.3 Any delay in payment may give rise to the application of late payment interests on the overdue balance and the charge of administrative and legal costs incurred.

    7.4 Payment by cash on delivery: by choosing this payment method, payment is made to the courier at the moment of the delivery of the product purchased. To the product and shipping costs are added EUR 2.50 as a contribution to cash on delivery. Payment must be made by cash only and directly to the courier. Only exact amounts corresponding to the amount of the order are accepted: the courier is not expected to return change. No bank drafts or cheques will be accepted. Pursuant to and by effect of Art. 12 of Legislative Decree No. 201 of 6 December 2011, payments in cash will be accepted within the threshold of EUR 999.99.

    8. Machine Warranty and after sales service
    8.1 Nespresso machines are guaranteed directly by the manufacturer in pursuance of the Consumer Code (Legislative Decree No. 206/2005 as amended/integrated) and according to the terms and conditions listed on the packaging of the machines.

    8.2 For any questions relating to the technical assistance provided for machines, the customer may contact Nespresso customer support by calling +39 800 39 20 29.

    9. Data protection
    9.1 The data given will be used to invoice and ship orders, to transmit marketing information and offers reserved for members of the Nespresso Club. The data will be treated in compliance with the Personal Data Protection Code (Legislative Decree No. 196/2003) and will not be transferred to third parties, except to the services intervening in the organisation and management of transport and delivery relied upon by Nespresso.

    9.2 Pursuant to art. 7 of the aforementioned Code, it will be possible to request information concerning personal data at any time, as well as their modification or deletion by contacting Nespresso Italiana S.p.A. - a Company subject to the management and coordination of the sole shareholder Nestlé Italiana S.p.A. - "Nespresso Club", via del Mulino, 6 20090 Assago (MI).

    10. Disputes
    In case of disputes, the venue of sole competent jurisdiction shall be the Court in the place of residence or domicile of the purchaser. Nespresso Italiana S.p.A. - a Company subject to the management and coordination of the sole shareholder
    Nestlé Italiana S.p.A. 20122 Milan Italy -www.nespresso.com

  • Company Registration

     Nespresso Italiana S.P.A.
    Registered office: via del Mulino, 6
    20090 Assago (MI) - Italy
    VAT no: 12886180152

  • About Cookies


    • What are cookies?

      Cookies are small text files stored on your computer by websites or applications that you visit. They are widely used to allow websites and applications to function, or to allow them to function more efficiently. They also serve to provide information to the website/application owner.

      How and why do we use cookies?
      We use cookies to improve the use and function of our websites and/or applications and to have a better understanding of how visitors use our website/application and the tools/services that it offers. Cookies help us to personalise the website and applications to your personal needs, to improve user experience, obtain feedback on customer satisfaction (through select partners) and to communicate with you anywhere on the Web. We do not use cookies to collect personal information such as your name; in any case, we might link information from a cookie to other personal information collected from you by other means (e.g. website/application registration).

      Which types of cookies are used?
      Below you will find a description of the various cookies used within our website/application.

      Necessary cookies
      This type of cookie is strictly necessary for the website/application's operation. Without these cookies, the website/application will not function properly. Consequently, we do not ask for your explicit consent for these types of cookies.

      Functional Cookies
      This type of cookie is used for the website/application's features. For example, this might include cookies that remember what you have recently viewed on the website/application or the email address/password that you provided when you registered during a previous visit to the website/application. Cookies can also remember items that you previously placed in your basket while you were visiting Nespresso's online shop. The use of functional cookies therefore allows us to provide personalised content related to your interests and to help save you time without needing to log in again, re-enter your information when you return to a website/application, or try to access a restricted section of the site. For some websites/applications, cookies allow us to save your favourite recipes, your activities and best scores.

      First Party Cookies
      This type of cookie is downloaded by a specific website/application and can only be read by this website/application.

      Third Party Cookies
      This type of cookie is downloaded by a third party that we use for different types of services (for example, statistical analysis or advertisements).

      For additional information on third party cookies, visit: http://www.youronlinechoices.com/uk/

      How can I change my cookie settings?
      Please check that your computer/smartphone's settings reflect your cookie preferences. You can set your browser to notify you before accepting cookies, or you can simply configure it to automatically reject them. However, if you do this, you may not have access to all of the site's features. For additional information on how to configure them, go to your browser's Help section. You are not required to download cookies to browse the majority of our sites. Remember that if you use multiple computers in different places, you will have to ensure that each browser is configured in accordance with your cookie preferences.

  • Ethical Code

     Fin dalla sua costituzione Nespresso si è impegnata a fondare la propria attività su forti valori umani e solidi principi.

    I contenuti di questo documento sono stati aggiornati e sviluppati al fine di adattarli alla continua trasformazione dell’ambiente in cui opera l’azienda, integrandoli di volta in volta con i principi richiesti dagli ordinamenti giuridici nazionali in cui opera il Gruppo Nestlé così da arricchire il concetto di Etica diffuso ed acquisito dal Gruppo.

    Scarica qui qui il documento completo.