1. Eligibility for Returns

Customers who purchased Nespresso machines, coffee and accessories may request returns if they meet the following criteria:

1.1 Machines on loan

To assess the validity of the contract with Nespresso, speak to your consultant or contact us via WhatsApp (11) 93903-6857.

1.2 Accessories

Defective product (aeroccinos): Deadline for requesting an Exchange or Return is 1 year from the date of receipt of the product.

1.3 Damage and Non-Compliant Orders

Damage: Characterized by damage to the packaging or products (EX: Damaged/wet packaging, scratched, crushed or broken product).

Disagreement: Characterized by the delivery not corresponding to the original order (EX: Receipt of unsolicited items or missing product).

• Problems with damage and non-compliant orders, the customer has up to 7 calendar days from the date of receipt to request a return.

1.4 Cancellations and Repentances

If the customer wishes to cancel the purchase, he/she has up to 7 calendar days from the date of receipt to request a return. 2 Packaging and Identification

• The product must be packaged, sealed and properly identified.
• Accessories and manuals must be in good condition (Ex: Original box with manual and all accessories included, without signs of misuse such as tears, stains, scratches and dents).
• If it is not possible to send it in the original box, the Invoice must be attached to the packaging.

3. Issuance of the Return Invoice (NFD)

• Customers with an active State Registration are responsible for issuing the Return Invoice for capsules, accessories and machines.
• For customers exempt from State Registration, it is Nespresso's responsibility to issue the Return Invoice.

4. Technical Analysis

After arriving at the Nespresso Distribution Center, exchanges or returns will undergo technical analysis within 5 business days.

4. Prior Authorization and Refusal of Return

After arriving at the Nespresso Distribution Center, exchanges or returns will undergo technical analysis within 5 business days. 5 Prior Authorization and Refusal of Return

• In case of non-compliance with our return policy, the request will not be accepted. In this scenario, the product must be collected from our Distribution Center by appointment, which must be made within 30 calendar days from the date on which we identify the discrepancies and notify you by email.
• If the collection does not occur within this period, we reserve the right to dispose of the items, and no form of credit, refund or discount will be granted on future purchases related to this return.
• It is important to note that returns without prior authorization from Nespresso will be refused and will follow the same refusal process established in the previous items Shipping Methods for Exchanges and Returns

• The return will be made via collection and carried out by a Nespresso partner carrier.
• After approval of the exchange or return request, collection will be carried out within 7 business days.

Refund Terms and Methods

• Refund:
The refund will occur depending on the original payment method. The refund terms described below are valid from the end of the transport process and quality analysis.
• Refund options:
1. Boleto: 7 business days conversion into credits that will be deducted from the next invoice.
2. Transfer Bank account: 7 business days conversion into credits that will be deducted from the next invoice.
3. Credit card: 7 business days depending on the invoice cycle of the brand/operator.

Credits will only be deducted if the product is in accordance with the customer's request and within the rules mentioned in this document.

Method of Requesting Exchanges and Refunds

• The request can be made through our consultants, via email (suporte.profissional@nespresso.com) or via WhatsApp (11) 93903-6857.
• To process your request, please have the following information on hand:
- Order number
- Invoice
- Club member number or CNPJ
- Reason for return
- SKU (Product code)
- Quantities to be returned

Machines

1. Collection request
• When requesting collection of machines, please provide:
. - SKU (Machine code).
- Serial Number (machine serial number).
- Reason for exchange or return.
• Issue an individual Return Invoice for each machine if there is more than one.
• The collection address must match the location of the machine.

2. Documentation for Customers with State Registration

For customers responsible for issuing a Return Invoice, it is necessary to send the “XML” file of the Invoice to the email suporte.profissional@nespresso.com. In addition to the file, it is necessary to send the following information: • When requesting collection of machines, inform:
. - Order number and Invoice of Origin.
- Collection Address.
- Name and telephone number of the person responsible for receiving.
- Machine Serial Number.
- SKU (Machine Code).
- Description of Particularity if any (EX: Areas of difficult access, restricted delivery time, requirement of registration or documents).

3. Important
• The machine requested must not be in use, must be in a location that is easily accessible and visible, packaged, sealed and identified.
. The carrier is not responsible for uninstalling the machine, only for collection, and may check the SKU and Serial Number, which must be in accordance with the collection request. If any of the rules above are not met, the collection may be refused.

Capsules and accessories

1. Collection request
• Contact our consultants, via email (suporte.profissional@nespresso.com) or via WhatsApp (11) 93903-6857.
. • Describe the SKUs (types of coffees and accessories), quantity of items, volumes to be returned and the reason for the return.
• A single Return Invoice can be issued for all coffees and accessories to be returned, as long as they are in the same sales order.
• The products must be at the same address as the request, and they must be properly packaged and identified.

2. Documentation for Customers with State Registration.
• For customers responsible for issuing the Return Invoice, it is necessary to send this Invoice in an “XML” file to the email suporte.profissional@nespresso.com
• Additional data that must be described in the email:
-Type of Return (Total or Partial).
-Order number and Invoice of Origin.
-Collection Address.
-Contact telephone number and name of the person responsible for receiving the driver.
-IPI (Tax on Industrialized Products) to be collected.

3. Important
• The Carrier is only responsible for the collection, and may check the SKU and Serial Number, in addition to checking the volume, which must be in accordance with the request, otherwise the collection may be refused. br
• The first collection attempt must be made within 7 business days after the request. Three attempts will be made. If the collection cannot be carried out, the exchange or return request will be automatically canceled. If the customer still wishes to proceed with the process, it will be necessary to start the request process again. Please note that a new Return Invoice must be issued.
• We reserve the right not to grant credits or refunds in cases of collection canceled after three unsuccessful attempts.

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