Report a food safety issue


If you suspect an issue with your Roi product, we take it seriously. Please report it to us immediately so we can investigate and take corrective action.

Common concerns we investigate:

  • Contamination, foreign objects, or unusual material in the product
  • Off-odour or off-taste (different from normal)
  • Packaging defect (leak, tear, or damage that compromised the product)
  • Allergic reaction or unexpected physical reaction after consuming
  • Mould, moisture, or signs of spoilage
  • Choking hazard or safety concern

Quick report (email)

Email: cristina@roi.cafe

Include:

  • Your name and contact information
  • Product name and pack size
  • Batch/lot number (on the package base)
  • Date of purchase
  • Detailed description of the issue
  • Photos if possible

What happens after you report

Step 1: Acknowledgement (within 24 hours)

You will receive an email confirming we have received your report and the date we will begin investigation.

Step 2: Investigation (3–7 days)

We will:

  • Review your report
  • Contact you if we need additional information
  • Inspect our inventory for similar issues
  • Check our supplier's quality records
  • Determine the root cause (if possible)

Depending on the severity, we may ask you to:

  • Return the product for analysis
  • Provide additional photos
  • Share purchase receipt

Step 3: Corrective action

Based on our investigation, we will:

  • Replace the product (if defective)
  • Provide a full refund
  • Issue a credit for future purchase
  • Escalate to our supplier if the issue is systemic
  • Notify food safety authorities if required by law

Step 4: Follow-up

We will send you a written summary of:

  • What we found during investigation
  • What corrective action we took
  • How we prevented similar issues in the future

Timeline: Most investigations are completed within 14 days.

Serious incidents: What triggers authority notification

We are legally required to notify the Generalitat Valenciana (Spanish food safety authority) if:

  • Someone became seriously ill or required hospitalisation
  • A foreign object poses a choking hazard or caused injury
  • There is evidence of contamination (bacteria, chemicals, etc.)
  • The product is unsafe for human consumption
  • Multiple reports of the same issue are received

We will inform you if we are required to report your incident to authorities.

Food safety contact information

For food safety concerns: Email: cristina@roi.cafe Phone: +34 6000282047

Mailing address for product returns: Roi Goods S.L. [Return address - warehouse location] 46020 Valencia, Spain

Spanish food safety authority (Generalitat Valenciana): Dirección General de Salud Pública Subdirección General de Seguridad Alimentaria y Laboratorios de Salud Pública Tel: +34 96 386 61 00 Email: dgsp@gva.es

Tips for preventing issues

While Roi maintains strict quality standards, you can help ensure safety:

  • Store in a cool, dry place away from light and moisture
  • Keep the original packaging sealed until use
  • Inspect the package for damage before opening
  • Check for signs of mould, moisture, or off-odours before consuming
  • Use before the best-by date
  • Do not consume if you notice anything unusual

Thank you

We appreciate you bringing safety concerns to our attention. Your report helps us maintain the highest standards and protects other Roi customers.

Last updated: October 2026
Questions? Email cristina@roi.cafe