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Your are on the navigation menuYou can open a sub-menu if it exists with the button located after the link.LEGAL INFORMATION
The commercialization and consumption of Nespresso Professional coffee follow specific regulations to ensure quality, safety, and transparency for consumers. The production, roasting, and distribution comply with the standards established by regulatory bodies such as the National Health Surveillance Agency (ANVISA) and the Ministry of Agriculture, Livestock, and Supply (MAPA), which oversee hygiene standards, labeling, and product composition.
The packaging labels must clearly state the origin of the beans, expiration date, weight, and ingredients, as well as provide proper storage guidelines. Our products hold certifications such as organic and Fair Trade (B Corporation) and follow specific guidelines to ensure compliance with certification standards.
Maintaining compliance with these regulations ensures a safe and transparent market for producers and consumers—this is Nespresso's commitment.
1. Acceptance and modification of the Terms of Use
1.1 These terms of use govern the relationship between the Swiss corporation Nestlé Nespresso (“Nespresso”), and users of the services made available on this website to customers and distributors of Nespresso PROFESSIONAL. All users are subject to these conditions.
1.2 By registering and clicking on the ""I accept"" icon, the user confirms that he/she has read, understood and accepted these conditions and that he/she intends to comply with them.
1.3 In the event of non-compliance with the terms of use, Nespresso reserves the right, without compensation and without prior notice, to discontinue and/or refuse access, in the future, to the services made available on this website, in whole or in part, without prejudice to the various causes of action, legal or contractual, that may be opened.2. Description of services
2.1 Nespresso is the manufacturer of Nespresso Professional products, a line focused on exceptional coffee and intended for companies and independent professionals. Through this website, Nespresso acts as an intermediary and puts distributors and customers of Nespresso Professional in contact.
2.2. Through this website, Nespresso Professional customers have the possibility, in particular, to request a test or to place orders for Nespresso Professional products.
2.3. Each test request or order made through this website will be forwarded by Nespresso to the customer's distributor. The distributor will immediately confirm receipt of the request or order by sending a confirmation email directly to the customer.
2.4 Customers of distributors who have their own websites will be automatically transferred to these websites by
2.5 Nespresso is not a party to the test or sales contract concluded through this website between the distributor and the customer. Nespresso's role is limited to that of a simple intermediary, providing a platform to facilitate commercial exchanges between customers and distributors of Nespresso Professional. Nespresso cannot therefore be held responsible for the obligations of the distributor or the customer, in particular with regard to prices, delivery, invoicing or payment for the products.
3. Obligation to register
3.1 Registration for the services offered on this website by Nespresso is free of charge and indicates acceptance of these Terms of Use.
3.2 In order to use the services offered by Nespresso, the user must complete the registration form. The user is responsible for providing accurate and complete information and for updating it immediately whenever necessary.
3.3. Once all registration formalities have been completed, Nespresso will assign a personal password to the user, allowing him/her to access the website and the services offered therein.
3.4 The password is strictly personal and confidential. The user undertakes not to disclose his/her password to any other party. The user is responsible, in accordance with these Terms of Use and the legislation in force, for the acts and schemes of any person who uses his/her password, even without the user's knowledge. The user undertakes to report any unauthorized use of his/her password.
The Nespresso Privacy Policy was created to reaffirm our commitment to the privacy and security of the information we collect from our customers, members of the Nespresso Club. By ordering our products and using our services, you agree to the data collection and use practices described in this policy, which may be updated from time to time. We reserve the right to modify our Privacy Policy and we advise you to consult it periodically to be aware of any changes.
This policy covers the treatment that Nespresso gives to information capable of identifying users, whether collected directly on this website or stored in its electronic database by other means of collection, such as registrations completed on physical media or queries to customer service.
Nestlé Brasil Ltda. - Nespresso Business Unit
Avenida das Nações Unidas, 17.007 – Várzea de Baixo / São Paulo - SP / CEP 04730-090
CNPJ: 60.409.075/0001-52 - IE: 104.251.825.114.
1. Privacy Guarantee
Nespresso does not collect or process personally identifiable data, such as name, address, telephone/fax number and email address unless voluntarily provided by you. We ensure that our team follows strict security and confidentiality standards and, when processing your data, we ensure that we are in full compliance with internationally recognized privacy protection standards.2. Intended use of data
Nespresso collects and processes data only for specific and limited purposes, which are disclosed to you when you wish to use certain services. For example, we may collect and use data to provide you with our products or services, bill you for products or services you have requested, check your credit, inform you about products and services we believe may be of interest to you, or communicate with you. In addition, we may use your data to evaluate the effectiveness of our products and services and then improve them by analyzing your most interested products and services and purchasing trends. By submitting your data, you expressly consent to such use. Nespresso retains your data only for as long as reasonably necessary for such purposes and in accordance with any applicable ethical and legal reporting or document retention requirements. After this period, your personal information will be deleted from all Nespresso Group systems. Some of our services require registration in order to be used and, when you do so, you will have mandatory and optional fields to be filled in, as well as being able to choose your access user (email) and a password. If you refuse to provide us with any requested data, you will not have access to certain areas of our website and mobile application and, therefore, we may not be able to answer your questions. In addition, Nespresso uses research technology through cookies to collect personal information such as the type of browser and operating system you use on your computer, reference page, path through the website, ISP domain, etc. to obtain a better understanding of how visitors use this website, with the aim of drawing up a profile of the audience that visits the website and improving our services, products, content and ensuring the best offers and promotions for you. Nespresso keeps all information collected through cookies in a format that prevents personal identification. This information will not be disclosed outside the Nespresso Group or third parties we designate, nor will it be used for unsolicited communications. Apart from your IP (Internet Protocol) address, the cookies that are on your computer do not contain your name. After the end of the visiting session, the information contained in the cookies will no longer be available to Nespresso. It is worth remembering that your data is recorded by Nespresso in an automated manner, without human manipulation. We recommend that you ensure that your computer settings reflect your willingness to accept or refuse cookies. Your browser has features that can warn you before accepting the receipt of cookies, or you can simply configure it to refuse them, although you may not be able to access all the features of this website.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:
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.
