🛡️ Our Fair & Reasonable Refund and Returns Policy

Our primary objective is a speedy resolution and a focus on not wasting your valuable time. This policy is designed to be fair and reasonable—it is not designed to avoid compensation.

Please note: This policy must be read in conjunction with our Shipping Policy (for freight damage terms) and Return Process details below.

1. Initiating a Return or Refund Claim

The very first step is to establish communication with us.

Preferred Contact Method

Please use our Contact Us page or send a direct email. Every message is monitored and tracked, creating an official record of your request.

Important: Please do not send an item back to us without first contacting us. This will likely result in no refund or a partial refund if we incur unapproved costs.

What We Need to Know

To ensure a speedy resolution, we may ask you for:

A clear explanation of the incident.
Photos of the product or packaging, as these images significantly speed up our assessment process.

Our Mistakes (We've Got You Covered)

If we make an error with your order, we sincerely apologize. This includes:

Sending the wrong coffee or product.
Incorrect labeling (the most common cause).
Insufficient quantity (missing item).
Accidentally forgetting to grind your coffee.

If the mistake is ours, we will cover all costs, including return shipping, and offer options to resolve the issue promptly.

2. Conditions for Returns and Refunds

Each refund claim is assessed based on the information available and may be conditional upon the prompt return of the item.

A. Fresh Roasted Coffee Degradation (Time Limits)

Coffee is a fresh food product that degrades quickly, even when sealed. Its value diminishes rapidly, affecting its fitness for resale.

Action Required	Condition
Return Authority (RMA)	Returns must not be sent without a valid RMA issued by us.
Prompt Return	The approved RMA must be posted back to us within 3 working days of receiving the RMA details via email.
Cancellation	If the item is not received within 30 days of us issuing the RMA, we reserve the right to cancel or decline the claim, as the coffee will no longer be fit for purpose and will be scrapped.

B. Unacceptable Returns (Food Safety and Custom Orders)

Due to food safety compliance and the nature of fresh coffee, we cannot accept returns for:

Item Type	Reason for Non-Return
Opened Products	If a sealed product has been opened, it cannot be returned due to food safety regulations.
Bundled Products	If a pack (e.g., 15x or 30x) is sold as a single unit and is returned opened with less than the original quantity.
Ground Coffee	Ground coffee is a custom product and deteriorates rapidly. We only accept returns for ground coffee if we made an error in processing the order (e.g., wrong grind size).
Old Coffee	Coffee that is greater than 4 weeks from the marked roast date. This coffee is no longer fresh and cannot be resold.

3. Shipping Costs and Liabilities

Cost of Return Shipping

Situation	Who Pays Return Shipping?
Our Mistake	We will cover the entire cost of return shipping.
Customer Mistake	You pay return shipping (e.g., buyer's remorse, change of mind, incorrect product ordered).

Freight Damage and Loss

As stated in our Shipping Policy, all parcels are sent without insurance via the Australia Post network.

Our Packing Standard: We use brand-new, heavy-duty cartons and wrap delicate items to minimize risk. We do not use satchels.
Liability: We are not responsible or liable for damage or loss in transit once the parcel leaves our warehouse. Damage to external packaging that ruptures seals (e.g., from throwing or heavy stacking) is outside of our control.
Insurance Option: If you are concerned about loss or damage, please contact us before 2:00 PM (1 hour before our 3 PM cutoff) on the day of dispatch to arrange and pay for insurance coverage.

Taste is Subjective

We do not offer refunds simply because you do not like the taste of an opened product.

Quality Assurance: All our coffee is precision-roasted using advanced industrial computer systems (PLCs), making under or over-roasting impossible.
Variances: Taste is a subjective perception that is highly dependent on how the coffee is extracted or brewed (equipment cleanliness, water temperature, brewing method, etc.), not the quality of the roast itself.

4. The Returns & Refund Timeline

Stage	Action / Timeline
Return Method	Items must be well-packed in a carton. We will not accept items shipped back in a satchel due to high damage risk.
Refund Commitment	Once we confirm your entitlement to a credit or refund in writing, payment will be applied within 4 working days.
Refund upon Return	Where item return is required, the refund will be processed within 4 working days of the returned item(s) being physically received and checked by us.

Refunds