Nespresso® Online Store General Terms and Conditions of Sale
1. Shopping Agreement
1.1 Nespresso® is a brand operated by Nestle Taiwan Ltd. Nespresso Branch. On this website, any reference to the “Company” or “us” means Nestle Taiwan Ltd. Nespresso Branch. The Company’s registered address is 8F, No. 399, Ruiguang Road, Neihu District, Taipei City, Taiwan. Our tax ID no. is 53547704. Company’s consumer service hotline 0809-001-886 (toll free).
1.2 In ordering any product from this website, you will be deemed to have read, understood and agreed to comply with these terms and conditions. These terms and conditions are applicable to all products sold on the website of www.Nespresso.com. Please read them carefully. We suggest that you print these terms and conditions for future reference. If you refuse to accept these terms and conditions, we regret that we will not be able to provide online selling services (hereinafter the “Services”) to you and we suggest that you purchase products from physical vendors that cooperate with the Company.
1.3 In ordering any product from this website, you will be deemed to have warranted and declared that you have the capacity to enter into a binding agreement and that you are at least 20 years old. If you are a minor under 20 years old, your parent (or guardian) should read, understand and agree to all these terms and conditions and agree to your ordering of products from this website before you can be registered as a member, use or continue to use the Services. If you use or continue to use this website to order products of the Company, your parent (guardian) will be deemed to have read, understood and agreed to accept all these terms and conditions.
1.4 When you issue a purchase order with your account, you are deemed to have agreed to the specifications and conditions indicated on such purchase order and the purchase order will become effective following the Company’s acceptance. The Company will not be able to accept any purchase sending to logistic/ storage/ transit companies/ operators or any large-volume purchase by traders or consumer groups. We apologize for the inconvenience.
1.5 Before the Company receives full payment from you, the ownership of the products remains with the Company. Please see complete product information on product description page and FAQ page of our website and product packaging label. Our products are covered by product liability insurance.
2. Member’s Registration Obligation
2.1 In order to be able to use the Services, you must be registered as a “Nespresso® Member” and agree to the following: In registering member information, instructions on the registration form should be followed to provide correct and up-to-date personal information of the member. No one should make a member registration in the name of another person. Each member is allowed no more than one account. No duplicate registration is allowed. Members should keep their personal information up to date and ensure its correctness in order to receive the best services.
2.2 If any member provides wrong or false information, or fails to provide information as instructed, or has any required information missing, or has duplicate registrations, the Company has the right to suspend or terminate the member account forthwith without prior notice and refuse all or part of the member’s use of the Services.
3. Account Security Protection
3.1 After the Nespresso® member registration procedure is completed, the member will receive a unique password and member account name. It is the member’s responsibility to maintain the confidentiality and security of the password and account name. If the member account name and password that are consistent with the log-in information are keyed in in any manner, regardless of whether such key-in is done by the member personally, it will be deemed as a personal act by the member. The member should bear full personal liability for all acts undertaken through the use of such password and account name.
3.2 The member agrees to the following:
• If the member’s password or account name is used by theft or in case of the occurrence of any other security issue, the member will immediately notify the Company’s consumer service hotline 0809-001-886 (toll free).
• After the end of each connection, the use of the member account should be ended immediately.
• The member’s account name, password and member’s rights are exclusively for the member’s personal use and entitlement and shall not be assigned, transferred to or shared with any other person.
• If the member account and password are used by theft, used improperly or upon occurrence of any situation where the Company cannot verify whether the use is the member’s personal use, the Company shall not be liable for any damage caused.
• If the Company knows that the member’s account and password are indeed used by another person, it shall immediately suspend the use of such account (including processing any transaction from such account).
3.3 Any personal information and other information transmitted to this website shall be subject to the application of the Privacy Terms and Conditions published on this website.
4. Price
4.1 The products sold on this website and shipping are priced in New Taiwan Dollars. The prices are inclusive of business tax.
4.2. You will get free delivery service if you meet any of below condition: (1) purchase more than 100 capsules per order (2) purchase machines; (3) total purchase amount reaches NTD 2,200. Other than above conditions, you have to pay NTD 95 delivery fee.
Nespresso® reserves the right to change the product price and shipping fee at any time.
5. Transaction
5.1 Any transaction by any member through the Services shall be performed based on the confirmed product quantity and price mechanism provided by the Company. The member agrees that, when the member uses the Services to order products, before the Company sends a notice confirming that the transaction has become effective, the Company reserves the right not to accept the order or cancel the shipping.
5.2 After the member issues an order notice to the Company, the system will automatically send an email to confirm receipt of the notice but the contractual relationship between the parties have not become effective. If the Company’s system or the delivery logistics company engaged by the Company has any justification, such as a technical issue, that makes normal shipping impossible, the Company will cancel the order or delay the shipping based on the situation. An email or communication via other medium (i.e. telephone or SMS) will be sent to notify about the change to the transaction.
5.3 If the member returns, changes the product, or cancels the purchase order after ordering products through the Services, or in case of any act that the Company deems inappropriate which causes inconvenience or damage to the company’s procedure, the Company may refuse the transaction or permanently cancel the membership based on the situation. In using the Services to perform transactions, the member may exercise its right in accordance with the provisions of the Consumer Protection Act.
6. Payment Method
6.1 Members can make payment by Visa, MasterCard or JCB credit card. The Company will only send the product ordered by the member after the member makes full payment. If the amount cannot be debited from the credit card designed by the member, or if there is reasonable ground showing that such situation has taken place, the Company has the right to terminate the contractual relationship of the order. The purchase order will not become effective and the Company will notify the member by email or telephone.
6.2 The member may also choose to pay upon delivery. When the product is delivered, the delivery staff cooperating with the Company will immediately receive cash payment from the member.
6.3 When the company is refused by the payment credit card company designated by the member to obtain the member's money, or if there is reasonable ground showing that such situation has taken place, the Company has the right to delay the shipping and will notify the member by email or telephone.
7. Delivery
7.1 During registration for “Nespresso® Member”, the Company will ask the member to provide a contact address and contact telephone number. When a member orders products from this website, the product delivery address will, by default, be the address in Taiwan that is provided by the member during registration. However, the member may also edit the information on the payment selection page and change the delivery address. The member has the responsibility to ensure that the address provided is one to which the product may be sent and received.
7.2 Delivery or return of products can only be done by the delivery and logistics company engaged by the Company. Thus the member agrees and authorizes the Company to provide the personal information provided by the member and required for delivery (such as recipient’s name, delivery address and contact telephone) to the delivery and logistics companies as required and for the purpose of the corresponding transaction in order to complete the delivery or return of the corresponding product (or gifts, etc.)
7.3 If the member is not in the designated address when the product is delivered, the delivery staff under cooperation with the Company will contact the member by telephone to confirm the address at which the member may receive the product and arrange a time of delivery based on the distance of the updated address. If additional delivery fee is incurred, the member must bear such additional delivery fee. If the delivery of any product fails after three attempts, the product will be returned. If the member still wishes to purchase the product, please issue another order on the website.
7.4 Whether the Company accepts a member’s order is dependent on the inventory at the time and the market liquidity. If any product is not available, the Company will announce on the website or send an email for notification.
7.5 You will get free delivery service if you meet any of below condition: (1) purchase more than 100 capsules per order (not accumulated quantity); (2) purchase machines; (3) total purchase amount reaches NTD 2,200. Other than above conditions, you have to pay NTD 95 delivery fee.
7.6 After the purchase order is confirmed and agreed, the Company will arrange shipping for the member immediately, depending on the inventory status and credit card payment status. We offer 2 delivery ways as below:
Online standard delivery: Orders made before 4 p.m. will be processed and delivered from the next working day after purchase. Orders made after 4 p.m. will be processed and delivered from the 2nd working day after purchase. Please note that there's no delivery service on Sunday. If it falls on Sunday, delivery will be postponed to Monday.
Nespresso Your Time: (Due to COVID-19, the delivery service provider has temporarily stopped this specified delivery time slot service.)
You could choose one of below time slots for your delivery. (Please note that there's no delivery service on Sunday.)
Morning: 09:00-13:00
Afternoon: 14:00-18:00
7.7. In principle, products will be delivered in 2 working days within Taiwan Island. Delivery to the Outlying Islands of Taiwan: Ludao Township and Lanyu Township in Taitung County, Penghu County, Kinmen County, Lienchiang County, Liuqiu Township in Pingtung County, the delivery time will be 3-7 days. The actual arrival time and delivery-related services depend on delivery location and weather conditions. Speedy delivery shall not apply for these areas, and cash-on-delivery service will be limited depending on delivery area. For details, please contact Nespresso Customer Relationship Center 0809 001 886. Delivery to consignees will not be possible if consignee information is incomplete. In case of earthquake and other natural disaster, public works, or system equipment maintenance and so on, shipping time will be postponed depending on the actual situation.
7.8 Nespresso products, including coffee capsules, coffee machines and coffee accessories will be delivered in ambient temperature.
8. Incomplete Products/Error
8.1 After receiving the product, please immediately check carefully whether the products are complete. If it is discovered that any product ordered by the member is not delivered in full or if the wrong product is delivered, please notify the Company through the consumer service hotline 0809-001-886 (toll free) within 24 hours. The Company will exchange, send the product or process product return for the member.
9. Nespresso® capsules can only be applied to Nespresso® coffee machines
9.1 Nespresso® capsules can only be applied to Nespresso® coffee machines. It can’t be used to other capsule coffee machine. Although Nespresso® and NESCAFÉ® Dolce Gusto® are produced by Nestle. While these two brands use different capsule systems. Nespresso® specializes in all kinds of expresso coffee. NESCAFÉ® Dolce Gusto® offers a variety of flavored drinks.
10. Nespresso® capsule Effective Date
10.1 The effective date of Nespresso® capsule will be 1 year after manufacturing. As a result of foreign imported products, the processing and shipping of goods may take some time. The effective date of capsules provided on official website will be at least 90 days from the day customer received. Nestle is dedicated to offering high quality of foods. The effective date is the best tasting period. Approaching the expiry date does not mean that the quality of the capsules will deteriorate, so members need not to worry about flavour or quality problems.
11. Nespresso® capsule Manufacturer and Country of Origin
11.1 Country of origin is Swiss. Our manufacturer is Nestle Nespresso SA. Address: Chaussée de la Guinguette 10, 1800 Vevey, Switzerland, Tel: +41 217969696. Importers is Nestle Taiwan., Ltd. Address: Nestle Taiwan Ltd. Nespresso Branch. 8F., No.399, Ruiguang Rd., Neihu Dist., Taipei City 114, Taiwan (R.O.C.)
12. Principles for Product Return
12.1 After the product is received, we suggest that the member carefully review the product immediately. If the member is not satisfied with the product for any reason, the product may be returned. The Company provides a 7-day consideration period, starting from the delivery of the product. The product should be in intact original status when returned. Please note that the consideration period is not a trial period. If the product returned is not brand new, such as any coffee machine or milk foaming machine that has been used or coffee capsule that has been opened and used, the Company will not be able to provide product return services. Thus members are asked to please carefully understand the contents and ways of using the products before ordering and after receiving the products. If you have any question about the product, please call the consumer service hotline 0809-001-886.
12.2 The relevant voucher that should be attached for product return will be provided to you after you contact the consumer service hotline 0809-001-886 about the product return.
12.3 In returning the product, please place the product in the original shipping carton together with the accessories, gifts, inner and outer packages, documents and required relevant vouchers, keep the product’s full packaging (return the product to is original status at delivery) and hand it to the delivery person engaged by the Company for product return. Please ask the delivery person for the product voucher and keep it properly. If the product voucher is lost, and if the delivery person does not return the product to the Company, it shall be deemed that the product has not been returned and the Company will not be able to reimburse the price.
12.4 If any member engages in a malicious act of duplicating a large volume of orders, followed by a large volume of returns and exchanges, the Company is entitled to reject product return and may cancel the membership.
13. Product Return Procedure
13.1 When the principles of product return are satisfied, products may be returned. To return a product, you should call the consumer service hotline 0809-001-886 to notify and discuss about the product return within the 7-day consideration period after receipt of the product (starting from delivery of the product). After the Company’s consumer service staff confirms the product return, delivery staff engaged by the Company will take back the returned product within 3 working days. After the Company confirms that the returned product is consistent with the principles for product return and that the quantity of the returned product and the required documents are complete and correct, the product return procedure will be completed within 10 working days.
13.2 If the member completes the product return procedure before the product is delivered, the member should please ask the delivery person to return the product directly when it is delivered. Under normal circumstance, the shipping fee for product return or exchange will be borne by the Company.
13.3 Please note that the product return service under the same purchase order should be completed in one time in principle. Before handing the product to the deliver staff, please verify carefully whether all products to be returned are included (for detailed items required, please see Principles for Product Return). If the product or any ancillary documents is not complete, the Company will not be able to provide you with complete product return rights.
14. Shopping Fund Security
14.1 Please note that the Company will not telephone you to change the payment method or request re-payment. In case of such telephone call, please call and notify immediately the consumer service hotline 0809-001-886 (toll free).
15. General Terms and Conditions
15.1 When some communication ways are subject to law that we need to notice in writing, members agree to and accept the Company (without prejudicing to the legal rights of members) to send e-mail, messages, or mail to the address and other ways to contact members to enable communication between the two sides of the compliance with the law.
15.2 When you issue a purchase order, you are deemed to have agreed to Nespresso online store general terms and conditions of sales.
16. The details of Nespresso Plus program are as follows:
16.1 Nespresso Plus program orders are eligible for a benefit of a specified amount for each coffee machine on the coffee order within a set period of time after purchasing a coffee machine that provides Nespresso Plus program order benefits. Users are required to fulfill a minimum number of coffee capsules when placing a coffee order, and shipment is provided free of charge. After purchasing a machine, users may confirm the coffee order period, number of orders, discount rate and discount amount for each coffee machines, and minimum order of coffee capsules when ordering coffee in the future and other details at the Nespresso Plus Program page. (* The discount rate may change according to internal policy without prior notice)
16.2 Means to apply coffee discounts: To apply coffee discount, users may receive such discount when purchasing coffee after a machine that was purchased with a Nespresso Plus Program is shipped. However, for coffee machines that have been purchased at a boutique with a Nespresso Plus program, users may receive coffee discount benefits immediately at the shop.
16.3 Means to return machine and cancel Nespresso Plus Program: Only unopened products may be exchanged or refunded for a simple change of mind within seven days from receiving the concerned product. However, if a user received a discount from the coffee order amount within the concerned period, he or she needs to return the discounted amount and pays related delivery fee. Also, coffee refund is not possible at boutiques, and machines may be returned if it has not been used.
16.4 Conditions for a final discount benefit: Final discount cannot be applied when users are not able to fulfill the set number of orders within a specified period of time. Final discount benefits can only be applied when fulfilling the number of orders within the period. The specified period of time and number of orders may be confirmed at the Nespresso Plus Program page.
16.5 Coffee discounts when purchasing two or more Nespresso Plus Program machines : If a user orders two or more machines with a Nespresso Plus program benefit, he or she shall only receive discount benefits for one machine (double discount is not possible). When purchasing multiple machines simultaneously, discounts are applied to discount priority machine based on Nepresso member policy, and details are explained on the Nespresso Plus program page.
16.6 Transfer of Nespresso Plus program benefit: Coffee discount shall only be applied to the account that purchased the machine, and therefore, transfer of such benefit is not possible.
16.7 Double application of Nespresso Plus program benefit and other promotion: Nespresso Plus program benefit shall not overlap with other promotions.
If members have any written notices, please mail them to the company's address: Nestle Taiwan Ltd. Nespresso Branch. 8th Floor, No. 399, Ruiguang Road, Neihu District, Taipei City 114, Taiwan. Members can also call the consumer service hotline 0809-001-886, and the company will properly handle it after receiving the notification from the member.
Members agree that all contents of the service, including expression of intention, etc., shall be expressed in electronic documents.
This website is governed by Nespresso®'s Privacy Policy. Please refer to the Privacy Policy for details.
These online store general terms and conditions of sales are governed by the laws of the Republic of China. If there is a consumer dispute that cannot be resolved, both parties agree that the Taiwan Taipei District Court will be the court of first instance jurisdiction.