Mix and Match
Terms of service
Last updated: 27 July 2026
Welcome to Senzu Coffee Roasters®.
We have tried to keep these Terms & Conditions as clear and straightforward as possible. Some sections are necessarily more formal, but the basic principle is simple: we want you to know what you can expect from us and what we ask from you when you use our Website or place an order.
The Website and online shop are operated by Gentleman’s Coffee, Lda., trading as Senzu® Coffee Roasters. In these Terms & Conditions, “Senzu”, “we”, “us” and “our” refer to Gentleman’s Coffee, Lda.
Company details
Gentleman’s Coffee, Lda.
VAT No. 517153068
Rua do Rosário, No. 211
4050-524 Porto
Portugal
Email: hello@senzucoffee.com
Telephone: +351 912 288 838
These Terms & Conditions apply to your use of our Website and to orders placed through it.
Our Privacy Policy, Cookie Policy and the information presented during checkout also apply when you use the Website or place an order.
If you purchase from us on behalf of a company, business or professional activity, some of the statutory consumer rights described below, including the right of withdrawal, may not apply to you.
1. Using our Website
You are welcome to browse our Website, learn more about our coffees and place orders where this option is available.
When using the Website, you must not:
a) use it for any unlawful, fraudulent or abusive purpose;
b) interfere with its security, availability or operation;
c) upload or transmit viruses, malicious code or other harmful material;
d) infringe another person’s privacy, intellectual property or other legal rights;
e) submit content that is defamatory, threatening, discriminatory, obscene or otherwise unlawful; or
f) attempt to gain unauthorised access to the Website, our systems or another user’s information.
We may restrict or suspend access to the Website where reasonably necessary to protect our users, our business or the security and operation of the Website.
2. Product information
We do our best to describe our products clearly and accurately, including their origin, processing method, tasting profile, size and other relevant characteristics.
Coffee is an agricultural product, so small natural variations may occur between harvests, lots and batches.
Tasting notes describe the sensory profile we identify in the coffee. Your own perception may vary depending on the water, equipment, recipe and preparation method you use.
Product photographs are illustrative. Colours, dimensions and packaging may appear slightly different depending on your screen or changes to our packaging.
Before placing an order, please check the product description, quantity, grind selection and any other options you have selected.
Contact us before ordering if you have questions about ingredients, allergens or whether a product is suitable for a particular use.
3. Placing an order
To place an order, you must be at least 18 years old or otherwise have the legal capacity to enter into the purchase.
By submitting an order, you are making an offer to purchase the products in your basket under these Terms & Conditions.
After placing your order, you will receive an email confirming that we have received it. This email is only an acknowledgement and does not mean that your order has been accepted.
Unless we tell you otherwise, the purchase contract is formed when we send you confirmation that:
a) your order has been dispatched;
b) your order is ready for collection; or
c) a digital gift voucher has been issued.
Only the products listed in that confirmation are included in the contract.
Please check that the name, contact information, billing details, delivery address and products in your order are correct.
Contact us as soon as possible if you notice an error. Once an order has entered preparation or has been dispatched, we may no longer be able to change it.
4. Our right to refuse an order
Before accepting an order, we may refuse or cancel it for a legitimate reason, including:
a) the product being unavailable;
b) an obvious pricing or product information error;
c) payment not being authorised;
d) reasonable suspicion of fraud or unauthorised use of a payment method;
e) delivery not being available to the address provided;
f) unusually large quantities suggesting unauthorised resale; or
g) a breach of these Terms & Conditions.
If we cancel an order after receiving payment, we will refund the affected amount using the original payment method.
We will not cancel an accepted order without a legitimate reason or in a way that limits your mandatory legal rights.
5. Prices and taxes
The price shown at checkout is the price payable for your order, including VAT where applicable, together with any delivery charges or other costs clearly identified before payment.
Prices may change at any time, but a change will not affect an order that we have already accepted, except where there is an obvious pricing error.
Despite our best efforts, a product may occasionally be displayed with an incorrect price.
If this happens, we will contact you before accepting the order and give you the option to proceed at the correct price or cancel it.
If we cannot contact you, we may cancel the affected order and refund any amount already paid.
For deliveries outside the European Union, you may be required to pay local taxes, customs duties, import charges or handling fees.
Unless otherwise stated during checkout, these costs are not collected by us and are your responsibility.
6. Payment
You can pay using the payment methods displayed during checkout.
Payment must be authorised before we prepare or dispatch your order. If your payment is refused, cancelled or reversed, your order may not be processed.
You confirm that you are authorised to use the selected payment method and that the billing information you provide is accurate.
Payments are processed by the payment service providers made available through the Website. Their own terms and privacy conditions may also apply to the processing of your payment information.
7. Availability
All orders are subject to product availability.
We may occasionally discover that a product is unavailable after you place your order. If this happens, we will contact you and may:
a) refund the unavailable product and send the remaining products;
b) suggest a suitable alternative, which you are free to accept or refuse; or
c) cancel and refund the order where the unavailable product is a substantial part of it.
We will not replace a product with a different one without your agreement.
8. Delivery
Orders will be delivered to the address you provide during checkout or made available for collection where that option is offered.
Delivery charges and estimated delivery times are shown during checkout or on our Shipping & Delivery page.
Delivery dates are estimates unless we expressly agree that a particular date is essential.
Delays may occur due to carriers, customs procedures, severe weather, strikes or other circumstances outside our reasonable control.
These circumstances do not remove any mandatory rights you may have where an order is not delivered within the agreed or legally applicable period.
Please make sure that your delivery address is complete and correct.
If an order is returned because the address was incorrect or incomplete, or because no one was available to receive it, we may ask you to pay the actual cost of sending it again.
This does not apply where the delivery failure was caused by us or by the carrier selected by us.
The risk of loss or damage normally transfers to you when you, or a third party appointed by you other than the carrier, physically receives the order.
If you independently appoint a carrier that we did not offer, the risk may transfer when the order is handed to that carrier.
9. Checking your delivery
Please check your order when you receive it.
If a product is visibly damaged, missing or incorrect, we recommend contacting us within seven days of delivery.
Where possible, include:
a) your order number;
b) a description of the problem;
c) photographs of the product and packaging; and
d) a photograph of the shipping label.
This seven-day recommendation helps us investigate the matter with the carrier. It does not reduce or replace any legal rights you may have regarding damaged, incorrect or non-conforming products.
Please keep the product and original packaging until we tell you whether they need to be returned.
10. Your right to withdraw from an online purchase
If you are purchasing as a consumer, you normally have the right to withdraw from an online purchase within 14 calendar days, without giving us a reason.
The withdrawal period normally ends 14 days after the day on which you, or a third party appointed by you other than the carrier, receives the products.
If a single order is delivered in separate shipments, the period normally begins when you receive the final product or shipment.
To exercise this right, you must send us a clear statement explaining that you wish to withdraw from the purchase.
You may contact us by email or post using the details at the end of these Terms & Conditions.
You may use the model withdrawal form included below, but you do not have to.
It is sufficient to send your withdrawal notice before the 14-day period expires.
11. Exceptions to the right of withdrawal
The right of withdrawal does not apply in every situation.
Subject to the conditions established by law, it may not apply to:
a) products made to your specifications or clearly personalised;
b) products that are liable to deteriorate or expire rapidly;
c) sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been removed;
d) products that have become inseparably mixed with other items after delivery; or
e) any other product or situation excluded by applicable law.
Because coffee and other food products are sensitive to opening, contamination and storage conditions, we can normally only accept their return under the right of withdrawal where the packaging remains sealed, unused, undamaged and in its original condition.
Coffee ground or otherwise prepared specifically according to your selection may also fall within the legal exception applicable to customised products, depending on the nature of the preparation requested.
These restrictions apply only to the extent permitted by law.
They do not affect your rights if the product is incorrect, damaged, unsafe or otherwise not in conformity with the purchase contract.
Products purchased during a promotion or at a reduced price are not automatically excluded from the right of withdrawal.
12. Returning a product after withdrawal
After notifying us that you wish to withdraw, you must return the eligible products without undue delay and no later than 14 days after your notification.
Please contact us before sending the return so that we can confirm the appropriate return address and instructions.
Your right of withdrawal is not conditional on receiving our prior authorisation.
Products must be returned safely packaged and, where reasonably possible, in their original packaging.
You are responsible for the direct cost of returning products following a change of mind, unless we agree otherwise or the law requires us to cover that cost.
We do not accept returns sent with payment due on delivery.
You may handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
You may be responsible for any reduction in value caused by handling beyond what would normally be permitted in a physical shop.
13. Refunds following withdrawal
If you validly withdraw from the purchase, we will refund the payments received from you for the returned products.
Where required by law, this will include the cost of the least expensive standard delivery method that we offered when you placed the order.
We are not required to refund:
a) additional delivery costs resulting from your choice of a more expensive delivery method; or
b) return delivery costs that are your responsibility.
Where you return only part of an order, the original delivery costs will only be refunded to the extent required by law.
We will issue the refund without undue delay and no later than 14 days after you inform us of your decision to withdraw.
We may withhold the refund until we receive the returned products or you provide evidence that you have sent them, whichever happens first.
Refunds will be made using the original payment method, unless you expressly agree otherwise and the alternative does not result in any additional cost to you.
We will not charge a refund fee.
14. Exchanges
We may accept exchanges for eligible products, subject to availability.
An exchange is not a replacement for your statutory rights and may be subject to the same return conditions described above.
If the replacement product costs more, you will need to pay the difference. If it costs less, we will refund the difference using the applicable payment method.
If an exchange is not available, we may offer a refund instead.
15. Incorrect, damaged or non-conforming products
The right of withdrawal is separate from your rights when a product is incorrect, damaged, defective or otherwise not in conformity with the purchase contract.
If you believe there is a problem with a product, contact us at hello@senzucoffee.com and include your order number and a clear description of the issue.
Where useful, we may ask you to provide photographs or return the product so that we can assess it.
If the product is confirmed to be non-conforming, you will be entitled to the remedies available under applicable law.
Depending on the circumstances, these may include replacement, repair, a proportionate price reduction or termination of the purchase and a refund.
We will cover any return or collection costs for products confirmed to be incorrect, damaged or non-conforming.
A personal preference regarding flavour does not, by itself, mean that a coffee is defective, provided that it corresponds to its description and meets the quality and conformity requirements applicable to it.
Nothing in these Terms & Conditions limits the mandatory legal rights available to consumers.
16. Discount codes
Discount codes are subject to the conditions communicated when they are issued.
Unless otherwise stated:
a) only one discount code may be used per order;
b) discount codes cannot be exchanged for cash;
c) they cannot be applied retrospectively to an order already placed;
d) they may be limited to particular products, customers, countries or periods; and
e) they may not be combined with other promotions.
We may refuse or cancel the use of a discount code where it has expired, has been used improperly or appears to have been copied, resold or obtained fraudulently.
17. Gift vouchers
Gift vouchers are subject to the value, expiry date and other conditions shown when they are purchased or issued.
Please check the recipient’s email address carefully.
We are not responsible for a voucher being sent to the wrong person because of incorrect information you provided, although we will try to help where the voucher has not yet been redeemed.
Gift vouchers may not be exchanged for cash, except where required by law.
If an order paid using a gift voucher is refunded, the corresponding amount will normally be credited back to a gift voucher.
Where more than one payment method was used, the refund may be divided between those methods.
Your statutory rights continue to apply to purchases made using a gift voucher.
18. Intellectual property
All content published on the Website, including text, photographs, graphics, illustrations, videos, product names, logos, design elements and software, belongs to Senzu or is used with the permission of its respective owner.
You may view and reproduce reasonable extracts for your own private and non-commercial use, provided that you do not remove copyright, trademark or ownership notices.
You may not copy, distribute, modify, publish, sell or commercially exploit Website content without our prior written permission or the permission of the relevant rights holder.
Senzu® is a registered trademark.
Nothing on the Website grants you ownership of any trademark, design, copyright or other intellectual property right.
19. Third-party links
The Website may contain links to websites or services operated by third parties.
We do not control those websites and are not responsible for their availability, security, content or privacy practices.
The presence of a link does not necessarily mean that we endorse the third party or its products and services.
When you visit a third-party website, its own terms and privacy conditions will apply.
20. Website availability and liability
We take reasonable care to keep the Website secure, accurate and available.
However, we cannot guarantee that it will always operate without interruption, delay or error.
We may temporarily suspend access for maintenance, security work, updates or circumstances outside our reasonable control.
Nothing in these Terms & Conditions excludes or limits:
a) your mandatory consumer rights;
b) liability that cannot legally be excluded;
c) liability for fraud or fraudulent misrepresentation; or
d) liability for death or personal injury caused by negligence where such exclusion is prohibited.
Where you are acting as a consumer, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care.
We are not responsible for losses caused solely by information or circumstances outside our control, or by your failure to follow reasonable product, storage or preparation instructions.
If you use the Website or purchase products for business purposes, we will not be responsible, to the extent permitted by law, for indirect or consequential business losses, including loss of profit, revenue, opportunity, data or anticipated savings.
21. Privacy and cookies
We process personal data in accordance with our Privacy Policy and applicable data protection law.
Our Cookie Policy explains how cookies and similar technologies are used on the Website.
Please read both policies before using the Website or placing an order.
22. Complaints and alternative dispute resolution
We would always prefer to understand and resolve a problem directly.
You can contact us at:
Email: hello@senzucoffee.com
Telephone: +351 912 288 838
You may also submit a complaint through the Portuguese Electronic Complaints Book using the link available on our Website.
In the event of a consumer dispute, you may contact the competent Alternative Dispute Resolution entity.
For consumers in the Porto Metropolitan Area, the relevant entity is:
CICAP – Tribunal Arbitral do Consumo
Rua Damião de Góis, No. 31, Loja 6
4050-225 Porto
Portugal
Telephone: +351 225 508 349 / +351 225 029 791
Email: cicap@cicap.pt
Further information and the current list of recognised Alternative Dispute Resolution entities are available through the Portuguese Consumer Portal.
23. Changes to these Terms & Conditions
We may update these Terms & Conditions when necessary, including to reflect changes to our Website, business or legal obligations.
The version applicable to your purchase is the version available when you place the order.
Later changes will not retrospectively alter an order that has already been accepted, unless required by law or expressly agreed with you.
The date of the latest update appears at the beginning of this document.
24. Governing law
These Terms & Conditions and any purchase made through the Website are governed by Portuguese law.
If you are a consumer resident in another country, this choice of law does not remove any mandatory protections granted to you by the law of your country of residence.
Any dispute will be handled by the courts or Alternative Dispute Resolution entities that are competent under applicable law.
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.
A failure or delay by us in enforcing a provision does not mean that we waive our right to enforce it later.
25. Contact us
If you have a question about these Terms & Conditions, an order or the Website, contact us at:
Senzu® Coffee Roasters
Gentleman’s Coffee, Lda.
VAT No. 517153068
Rua do Rosário, No. 211
4050-524 Porto
Portugal
Email: hello@senzucoffee.com
Telephone: +351 912 288 838
Model Withdrawal Form
Complete and return this form only if you wish to withdraw from an eligible purchase.
To:
Gentleman’s Coffee, Lda.
Rua do Rosário, No. 211
4050-524 Porto
Portugal
Email: hello@senzucoffee.com
I hereby give notice that I wish to withdraw from my contract for the purchase of the following products:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Signature, only if this form is submitted on paper:
Date:
Copyright © May 2026 Senzu Coffee Roasters®