Refund Policy
Last updated: 12 October 2026
At myCuppa, we aim to resolve genuine order problems promptly, fairly and with minimal inconvenience to our customers.
We take considerable care in roasting, preparing, packing and dispatching our products. However, we recognise that mistakes and unexpected problems can occasionally occur.
Our approach is straightforward: where we have made an error or a product fails to meet applicable consumer guarantees, we will provide an appropriate remedy.
This Refund Policy should be read together with our Returns Policy and Shipping Policy.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.
1. When Refunds Are Available
Refunds or other remedies may be available in the following circumstances:
Incorrect products or order fulfilment errors
If we send an incorrect coffee, supply the wrong grind specification, incorrectly label a product or omit an item from your order, please contact us.
We will investigate and arrange an appropriate correction, replacement or refund.
Where the mistake is ours, we will cover any reasonable costs necessary to resolve it.
Faulty or defective products
If a product fails to meet consumer guarantees under Australian Consumer Law, you may be entitled to a refund, replacement or other remedy.
The available remedy will depend on the nature and seriousness of the problem.
For a major failure, you are generally entitled to choose between a refund and replacement.
For a minor failure, we are entitled to provide an appropriate remedy within a reasonable time, consistent with applicable law.
Damaged or missing deliveries
If your order arrives damaged, or a shipment arranged by myCuppa is confirmed lost in transit, please contact us so we can investigate and resolve the issue.
Any refund or replacement entitlement will be assessed in accordance with Australian Consumer Law and our Shipping Policy.
2. Change of Mind and Personal Preference
We do not ordinarily provide refunds for:
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Changing your mind after purchasing.
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Ordering the wrong product or grind specification.
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Finding a product cheaper elsewhere.
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Purchasing more coffee than you can reasonably consume while fresh.
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Disliking a coffee's flavour profile based solely on personal preference.
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Normal deterioration of coffee quality resulting from ageing or unsuitable storage after delivery.
Coffee is a perishable food product. Its flavour and aromatic qualities naturally change over time, including while the packaging remains sealed.
Products prepared to order, including coffee ground to a selected brewing specification, are generally not eligible for discretionary change-of-mind refunds.
We may consider exceptions at our discretion, subject to the conditions in our Returns Policy.
These exclusions do not apply where a product fails to meet applicable consumer guarantees.
3. Product Quality and Taste Concerns
We understand that coffee flavour is important to our customers.
However, taste is inherently subjective and can be influenced by many factors, including:
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Personal flavour preferences.
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Coffee origin, blend composition and roast characteristics.
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Brewing equipment, extraction settings and grind size.
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Water quality, temperature and equipment maintenance.
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Coffee age and storage conditions.
We use established roasting procedures, production controls and quality assurance practices to maintain consistency.
Nevertheless, if you believe a coffee has a genuine quality defect, please contact us with details of the issue.
We may request photographs, product identification, roast or batch information, and details of the brewing method to assist our investigation.
A personal dislike of an otherwise correctly supplied and satisfactory coffee does not, by itself, establish that the product is defective.
Ground Coffee – Custom Preparation and Refunds
Ground coffee is prepared specifically to each customer's selected grind specification at the time of order processing.
Once whole coffee beans have been ground, the natural loss of aroma and flavour compounds accelerates significantly. Unlike whole beans, ground coffee cannot be returned to its original condition, repackaged or resold.
For these reasons, we do not offer discretionary refunds, returns or exchanges for correctly supplied ground coffee, including where a customer:
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Changes their mind after ordering.
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Selects an incorrect grind specification.
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Decides they would prefer whole beans or a different grind.
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Purchases more ground coffee than can reasonably be consumed while fresh.
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Is dissatisfied with normal flavour deterioration resulting from ageing or unsuitable storage.
If myCuppa supplies an incorrect grind specification, the wrong coffee or a product with a genuine quality defect, we will investigate and provide an appropriate remedy in accordance with Australian Consumer Law.
These conditions do not exclude or restrict any statutory consumer guarantees.
We assess genuine quality concerns individually and in accordance with Australian Consumer Law.
4. How to Request a Refund
Please contact us through our website's Contact Us page or by email.
To help us investigate promptly, please provide your order number, a description of the issue and any relevant photographs.
We prefer written communication because it allows us to maintain an accurate record of your enquiry and the proposed resolution.
Where returning a product is necessary, we will provide appropriate instructions.
Please contact us before posting products back to avoid unnecessary costs or processing delays.
Further information about return authorisations, packaging and return timeframes is available in our Returns Policy.
5. Refund Amounts and Delivery Charges
Refunds required under Australian Consumer Law
Where a full refund is legally required, we will refund the applicable amount, including original delivery charges where required by law.
We will not deduct restocking fees, administrative charges or return shipping expenses in a manner inconsistent with your statutory rights.
Where a product is confirmed to have failed to meet consumer guarantees, reasonable return postage costs will be reimbursed as required by law.
Discretionary refunds
Where myCuppa agrees to accept a change-of-mind return, the refund amount and any applicable shipping deductions will be confirmed as part of the return approval.
Original shipping charges may be excluded from a discretionary refund.
For orders that originally qualified for promotional free shipping, we may agree to a refund less reasonable original delivery expenses incurred by myCuppa.
Any such deduction will be disclosed before the discretionary return is accepted.
6. Partial Refunds and Store Credits
In some circumstances, a partial refund or store credit may be offered as a practical resolution.
Examples may include a customer choosing to retain an incorrectly supplied product, a minor order discrepancy or another situation where both parties agree that a partial adjustment is appropriate.
Where Australian Consumer Law gives you the right to a refund or replacement, we will not require you to accept store credit instead of your statutory remedy.
Discretionary credits or partial refunds will be confirmed in writing.
7. Refund Processing Times
Once a refund has been approved or an entitlement established, we aim to process payment within 4 business days.
Where a product must reasonably be returned for inspection, we aim to process the refund within 4 business days of receiving and assessing the returned goods.
We will not unreasonably delay refunds required under Australian Consumer Law.
Refunds will ordinarily be issued through the original payment method, where available and appropriate.
Please allow additional time for your financial institution or payment provider to complete the transaction.
The time taken for funds to appear in your account may be outside our direct control.
8. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major failure, you may be entitled to reject the product and choose a refund or replacement.
For minor failures, we will provide an appropriate remedy in accordance with our legal obligations.
Customers may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure to meet consumer guarantees.
Our refund procedures, freshness considerations and discretionary return conditions do not override these rights.
Further information is available from the Australian Competition and Consumer Commission at www.accc.gov.au.
9. Contact Us
For refund enquiries, incorrect orders, delivery damage or concerns about product quality, please contact myCuppa through our website:
Please include your order number and a clear explanation of the issue so we can assist you efficiently.
We appreciate customers bringing genuine problems to our attention promptly, particularly where freshly roasted products are involved.
Our goal is to resolve reasonable concerns fairly and efficiently while continuing to provide the quality and service our customers expect.