Refunds

Our refund Policy is related to both the Return Policy and Shipping Policy.

There are dependencies and conditions in the Returns Policy (such as how and when to act) and the Shipping Policy (freight damage). These dependencies may influence or impact a claim of Refund.

Each incident is to be assessed based upon the information available pertaining to that incident.

Some refunds may be conditional upon the return of the item and/or the timeframe that item should be received back to us. Please ensure you are aware of these conditions.

Where conditions are applied, we will clearly communicate those conditions with you upfront in writing by email before initiating the returns and refunds process. This is done to ensure you are aware of any obligations on your part such as returning items promptly where required to do so.

Our refund policy has been developed to be fair and reasonable. It's not designed to avoid compensation.

Authorized returns must be sent promptly.

Fresh roasted coffee degrades quickly, even inside a sealed package.

This results in a rapidly diminishing quality and value which may risk the ability of for the returned item to be resold and could affect the eventual refund. 

When we issue a Return Authority (RMA) to a customer, we expect that approved RMA will be posted back to us by the customer within 3 working days of the date that the customer received our RMA details.

If a returned item does not arrive within 30 days from the date of us issuing that RMA, we reserve a reasonable right to cancel or decline any claims as the returned item will be scrapped - no longer fit for purpose as a saleable item. Coffee is a fresh food.

How to Contact Us

When you need to reach, please use the Contact Us page as the preferred method. Every email message is monitored and tracked.

In the event that you decide to call us and we are not able to answer, please ensure you leave a clear message with the reason for contacting us.

If there is no reason for the message and just a name and number, we will not return the call.

Sounds a bit harsh, but when you consider that like most businesses we receive too many nuisance calls and messages from people trying to sell us stuff we don't want.

If you don't leave a brief message with explanation as to the reason for the call back, there is a good chance we may not return your call.

Another reason why using the Contact Us page is the preferred method of reaching us as there will be a record of your contact.

We will do our best to understand the nature of an incident and we may ask you questions in order to gain a better understanding of an incident.

In some instances, we may also request photos from you as these images will assist our experts to quickly identify the cause of an incident.

At all times, our primary objective remains focused on not wasting your valuable time and reaching a speedy resolution.

Its important 'for us to know how an incident occurred and what can be done to prevent or avoid in the future, or what type of corrective actions can be undertaken. This is an essential part of our quality systems.

Return Process

The very first step that we ask customers to do is to establish communications with us about an incident, preferably via email or our Contact Us Page (not the Chat Bot).

Please do not just send an item or order back to us without first attempting communication. This will most likely result in no refund or in some cases a partial refund if we have incurred costs.

For products sold in bundles or quantities, e.g. packs of 15x or 30x are sold as a single unit. If you return an opened pack with less than the original quantity, we are not able to resell this item and no refund is available, even when the remaining contents might be OK.

If a sealed product has been opened, it cannot be returned. That is a food safety compliance requirement we must adhere to at all times.

The cost of returning an order may depend upon the circumstances or conditions relating to an incident or request.

If we made a mistake, we most definitely will cover the cost of return shipping.

Where a customer suffers buyer's remorse or change of mind, or a customer has made a mistake, in those cases the customer pays return shipping.

Freight damage.

As noted on other policies in our store,, e.g. Shipping Policy, all parcels we ship are sent without insurance on the Australia Post parcel network.

We take extra steps to ensure your products are packed and sent safely.

This includes using brand-new, heavy-duty cartons for all orders and wrapping delicate items in extra protection, etc.

No orders are sent in satchels due to the high risk of damage in transit.

If you are concerned about loss or damage in transit, please contact us before your parcel is shipped so we can arrange insurance coverage. This must be done within 4hrs of our 3pm daily cutoff, e.g. by 11am.

We are not responsible or liable for damage in transit.

What can be returned?

Our mistake:-

If we make an error with your order - we apologize.

For example, this might include sending you the wrong coffee, or the coffee has been incorrectly labelled (most common cause), an insufficient quantity, or perhaps we may have accidentally forgotten to grind your coffee.

When we make a mistake, please get in contact with us and we will offer options to resolve this at our cost.

When the wrong label is applied to a coffee bag.

It happens unfortunately - because it's a human process.

All our coffees are packed without labels and instead we use a coding system in the container with a bar code scanning inventory.

Labels interfere with our packaging machinery as suction cups holding the bags during the various stages of packaging can fail or result in beans spilling.

The coffee bag labels are applied when your order is picked and placed into a shipping carton for dispatch.

Whilst it's rare, mistakes can happen with the human task of applying labels. We know the coffee will be correct due to scan codes on our containers.

Damaged Items.

If packaging is damaged in transit this is outside of our control.

As noted in our Delivery Policy, all consignments are not insured unless you arrange this insurance with us before we ship your parcel. 

This means any damage in transit is not our responsibility to rectify.

Damage as a result of excessive pressure or force applied during transit may not be immediately apparent when inspecting the shipping carton.

Cartons can absorb significant pressure and yet show few signs of the force. Sometimes a carton can revert back to it's similar shape after absorbing an impact.

Examples are when freight companies throw cartons, or stack heavy items on top of each other that cause the seal on a bag to "blow" or rupture, spilling contents.

We respectfully ask our customers to understand this important point - the seals on the bags are in perfect condition when your parcel was picked and packed in our warehouse.

It's not possible for us to place a busted coffee bag leaking coffee beans or ground into a carton - common sense prevails at all times.

Some packs of chai and drinking chocolate are extremely delicate and can pop during transit. We wraps these in extra layers or protection to prevent damage.

Ordering the wrong products

Returning an old pack of coffee and asking for a refund is not exactly fair on us.

Old coffee is a product that is greater than 2 weeks from the marked roast date on the packaging.

It's no longer fresh and we won't be able to sell it - so it gets scrapped.

We do not hold, store or stock any ground coffees.

Each ground coffee item is made up as a custom product specifically for your order moments before shipping.

Due to how ground coffee deteriorates rapidly, we do not accept refunds or exchanges for ground coffee products except where we have made a mistake in processing your order. Ground coffee cannot be resold as it has lost most of it's freshness during the grinding process and shipping.

Please also keep in mind that freight is not a cheap or free service. If you have placed an order and unfortunately made a mistake, please contact us to discuss options.

Taste

Our products are sealed in special packaging within 30 minutes of roasting.

It's done this way to preserve quality and freshness.

If you don't like the taste of a product after opening and sampling, that opened pack is not able to be returned as it will have been exposed to fresh levels of oxygen and it's also in contravene of food safety protocols.