Returns Policy

Last updated: 12 October 2026

At myCuppa, we take great care in preparing, packing and dispatching every order.

As a specialist Australian coffee roaster, many of our products are freshly roasted or prepared specifically for individual customers. Unlike conventional retail merchandise, fresh coffee is a perishable food product whose quality changes naturally over time.

Our Returns Policy is designed to balance product freshness, food safety and fair customer service.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

1. Requesting a Return

Please contact us before sending any products back.

The preferred way to request a return is through our website's Contact Us page or by email.

Written communication allows us to review your order, understand the issue and maintain an accurate record of the resolution.

When contacting us, please provide:

• Your order number and contact details.

• A brief explanation of the problem or reason for the return.

• Photographs of the product, packaging or damage, where relevant.

We may request additional information to help investigate the matter.

Where a return is appropriate, we will normally issue written Return Authorisation (RMA) instructions.

Please do not return products without first contacting us, as this may cause delays in identifying and processing your return.

Our return authorisation process does not restrict your rights under Australian Consumer Law.

2. Fresh Coffee and Product Shelf Life

Freshly roasted coffee is a time-sensitive food product.

Although our coffee is packaged to help preserve freshness, the natural ageing process continues after roasting.

A sealed coffee bag does not completely prevent changes in aroma, flavour and overall cup quality.

These changes become increasingly noticeable over time and may be accelerated by heat, humidity, incorrect storage or prolonged periods between purchase and consumption.

For the best drinking experience, we recommend purchasing quantities that can be consumed within a reasonable period and storing coffee appropriately.

We do not accept change-of-mind returns where coffee has deteriorated through normal ageing, prolonged storage or unsuitable storage conditions after delivery.

This does not affect your rights where a product fails to meet applicable consumer guarantees.

3. Change-of-Mind Returns

We are not legally required to accept returns simply because a customer changes their mind, orders an incorrect product or decides that a coffee is not to their personal taste.

However, we may consider requests for discretionary returns where circumstances reasonably permit.

Requests should be made within 30 days of purchase.

To be considered, products must generally be:

• Unopened, unused and in their original sealed packaging.

• In a condition suitable for assessment.

• Accompanied by sufficient proof of purchase.

• Returned in accordance with the instructions we provide.

Due to the perishable nature of freshly roasted coffee, acceptance of a discretionary return is not guaranteed, even where packaging remains unopened.

Any discretionary refund, exchange or store credit must be approved by myCuppa.

These conditions apply to change-of-mind requests only and do not restrict your statutory consumer rights.

4. Products Generally Excluded From Change-of-Mind Returns

For food safety, freshness and quality-control reasons, we generally cannot accept discretionary returns for:

Opened coffee or food products

Once a sealed food package has been opened, it cannot be returned for change of mind.

Ground coffee

Coffee ground to a customer's selected brewing specification is prepared specifically for that order.

Grinding significantly accelerates the loss of volatile aroma and flavour compounds. Consequently, we do not accept change-of-mind returns for correctly supplied ground coffee.

Partially consumed products or multipacks

Products that have been partly consumed, including multipacks or bundled products, are not eligible for discretionary returns of the used portion or of a partly used bundle.

Taste or personal preference

Coffee preferences vary considerably between individuals.

Flavour perceptions are influenced by roast style, origin, brewing equipment, grind setting, extraction, water quality and personal taste.

Not enjoying a coffee's particular flavour profile does not, by itself, indicate that the product is faulty.

However, if you believe a product is genuinely defective, incorrectly supplied or otherwise fails to meet consumer guarantees, please contact us so we can investigate.

5. Faulty, Incorrect or Damaged Products

We want customers to receive the correct products in satisfactory condition.

If your order arrives damaged, contains an incorrect item or appears to have a genuine product defect, please contact us as soon as reasonably possible.

We may request photographs, packaging details, product identification or additional information to assist with our assessment.

Depending on the nature of the problem and your rights under Australian Consumer Law, an appropriate resolution may include a replacement, refund or another applicable remedy.

For a major failure under Australian Consumer Law, you may be entitled to choose a refund or replacement.

For other failures, we will provide a remedy as required by law.

We reserve the right to reasonably assess reported product issues before determining the appropriate remedy.

Opening a product, discarding its original packaging or reporting a problem after 30 days does not automatically remove your rights under Australian Consumer Law.

6. Return Authorisation and Timeframes

Where we approve a discretionary return, we will provide instructions for returning the relevant products.

Because coffee freshness deteriorates with time, we request that approved discretionary returns be dispatched within 3 business days of receiving our written instructions.

If you cannot return the products within this period, please contact us to discuss the circumstances.

Discretionary return approvals may be withdrawn where products are not returned within a reasonable agreed timeframe or have deteriorated substantially.

These discretionary timeframes do not override any rights available under Australian Consumer Law.

7. Return Packaging

Returned products should be packed securely to minimise damage during transport.

We strongly recommend using a suitable protective cardboard carton.

Soft mailing satchels are not recommended for returning coffee products because they may provide inadequate protection against crushing or impact.

For discretionary returns, products that are damaged due to inadequate return packaging may not qualify for the originally agreed refund or credit.

Where a return relates to faulty or damaged goods, we will assess the circumstances and applicable consumer rights before determining the appropriate return arrangements.

8. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Where myCuppa has supplied an incorrect or faulty product

Where a product is confirmed to have failed to meet an applicable consumer guarantee, we will reimburse reasonable return shipping expenses where required by law.

We may alternatively arrange a suitable prepaid return method.

Please retain proof of any return postage expenses.

Where a customer has changed their mind or ordered incorrectly

For discretionary returns, customers are responsible for return shipping costs unless we agree otherwise in writing.

Original delivery charges are generally non-refundable for discretionary change-of-mind returns.

Orders originally supplied with free shipping

Free shipping is a promotional benefit funded by myCuppa rather than a delivery service provided without cost.

For an approved discretionary return, we may offer a refund less the reasonable original shipping expense incurred by myCuppa, where this deduction has been clearly disclosed and agreed as part of the return approval.

No shipping deduction will be applied where doing so would interfere with a customer's statutory entitlement to a remedy.

9. Freight Damage and Delivery Issues

We take reasonable care when packing orders for transportation.

However, occasionally parcels may be damaged, delayed or lost while in the possession of Australia Post or another delivery provider.

If your parcel arrives visibly damaged, please retain the packaging and take photographs of the condition in which it arrived.

Contact myCuppa promptly so we can investigate and assist with resolving the issue.

Where delivery was arranged by myCuppa, we will address our obligations as the retailer under Australian Consumer Law and liaise with the delivery provider as appropriate.

Any insurance or compensation arrangements between myCuppa and the carrier do not remove statutory consumer rights.

10. Return Assessments, Refunds and Credits

Once an authorised return has been received, we will inspect or assess the products where reasonably necessary.

The assessment may consider:

• The reason for the return.

• Product condition and packaging.

• Evidence of damage, incorrect supply or quality defects.

• Purchase and delivery information.

• The period between purchase, delivery and the reported issue.

• The applicable requirements of Australian Consumer Law.

Where a refund is approved or legally required, we aim to process it within 4 business days of confirming the outcome and receiving any returned goods reasonably required for assessment.

The time taken for refunded funds to appear in your account may depend on your payment provider or financial institution.

Further information about refunds is available in our separate Refund Policy.

11. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

If a product fails to meet these guarantees, you may be entitled to a refund, replacement or another remedy depending on the nature of the failure.

Our discretionary return conditions, freshness considerations and administrative procedures operate in addition to, and do not replace, these statutory protections.

For further information about consumer rights, please visit www.accc.gov.au.

12. Contact Us

For returns, order discrepancies, damaged products or product-quality concerns, please contact us through the Contact Us page at:

www.mycuppa.com.au

Please include your order number and a brief description of the issue so we can assist you efficiently.

We appreciate prompt communication, particularly where fresh coffee or delivery damage is involved, as it allows us to investigate while relevant information is still available.