🔄 Returns, Refunds, and Exchanges Policy

Time-Sensitive Notice: Our policy reflects that coffee is a fresh food product with a limited shelf life. Please read the section on Prompt Returns carefully.

1. How to Initiate a Return

Do NOT send any product back until you have received a written Return Authority (RMA) from us.

Our Contact Requirements

Contact Method	Condition
Preferred Method	Use our Contact Us page or send a direct email. Our support team monitors and tracks all email messages for a reliable record.
Phone Calls	Please use the Contact Us page. If you call and we cannot answer, you must leave a clear message explaining the reason for your call, not just a number to call back or a name. Unsolicited calls without a reason will not be returned. Please be aware we are not able to answer the phone for periods throughout the day, an answering message is available.
First Step	You must establish email communication with us first. Sending an item back without an RMA may result in an automatic decline of your refund or a partial refund due to incurred costs.

Required Information

To help us resolve your issue quickly, we may request:

A clear explanation of the incident or reason for the return.
Photos of the product or packaging, which assist our experts in quickly identifying the cause of the problem.

2. Conditions for Returning Fresh Coffee

All products must be returned within 30 days of purchase, but freshly roasted coffee requires prompt action.

The Rule of Freshness: Why Time is Critical

Unlike generic merchandise (apparel, gadgets), fresh roasted coffee is a volatile product. The quality and value rapidly degrade from the moment it is roasted, even when sealed.

Degradation: Sealing the bag only slows down the staling process (loss of desirable volatile compounds like aroma, sweetness, and acidity); it does not halt it.
Resale Risk: A returned pack is inferior in freshness compared to new stock. We will not resell aged coffee to protect our reputation for quality.

Return Condition	Requirement
Prompt Mailing	You must post the approved return back to us within 3 working days of receiving our written Return Authority (RMA).
Claim Cancellation	If the item does not arrive within 30 days of us issuing the RMA, we reserve the right to cancel or decline any claims, as the coffee will be deemed unfit for purpose and scrapped.

3. Products Not Accepted for Return

For food safety, quality control, and custom order reasons, returns cannot be accepted for the following:

Product	Reason for Exclusion
Opened Products	If any sealed product is opened, it cannot be returned due to standard food safety protocols.
Bundled Items	Products sold as a single unit (e.g., a pack of 15 capsules). If any portion of the single unit has been consumed or used, the remainder cannot be returned.
Ground Coffees	Ground coffee is a custom product. It loses up to 80% of its volatile compounds within 10 days and cannot be resold. We only accept ground coffee returns if we made a mistake in processing your order.
Taste/Preference	Taste is subjective and influenced by brewing method, equipment, and water. A personal preference for taste does not constitute a defective product.

4. Refund & Shipping Costs

The party responsible for return shipping costs depends on the reason for the return:

Reason for Return	Shipping Costs	Refund Eligibility
Our Mistake	We cover all return shipping costs unconditionally.	Full refund or replacement.
Customer Mistake	Customer pays all return shipping costs.	Refund less original shipping costs (if applicable).
Freight Damage	Not our responsibility (see Freight Damage below).	None, unless insurance was purchased.

Note on Free Shipping: If your original order qualified for free shipping, we reserve the right to deduct the original shipping cost from any refund provided for customer mistakes or change of mind, as shipping is never free.

Freight Damage and Liability

Insurance: All consignments are sent without insurance via Australia Post or StarTrack Express, etc.
Customer Option: If you are concerned about loss or damage, you must contact us to arrange and pay for insurance coverage before we ship your parcel.
Liability: We are not responsible or liable for damage in transit. Once the parcel leaves our warehouse (with seals intact), transit damage is the responsibility of the carrier. Please contact the carrier (e.g., AusPost) directly.

5. Return Authority and Processing

Return Packaging

Items must be returned packed well in a carton.
Satchels are strictly not allowed for returns due to the high risk of contents being damaged.

Credits and Refunds

Compensation (credit, replacement, or refund) will be determined after discussion with you.
Refund Payment: Refunds will be processed within 4 working days of our written commitment to the refund. If a return is required, the refund will be processed within 4 working days of the returned item being received and checked by us.

Returns