Why authorized returns must be sent promptly
Coffee is a fresh food and it's important to understand the consequences of a fresh product over time.
Fresh roasted coffee degrades quickly, even inside sealed/unopened packaging. As fresh roasted coffee experiences a rapidly diminishing of inherent value the ability for a pack to be re-sold also diminishes or reduces depending upon the time of year (heat in summer) or transit delays.
Once we approve Return Authority, we ask that customers return items to us within 30 days.
How to Contact Us
Please use the Contact Us page as the preferred initial method to get in touch.
Every message is monitored and tracked.
In the case where you call us and we are not able to answer, please ensure you leave a clear message with the reason for contacting us.
After making contact with us via either email, Contact Us or by phone, we will endeavor to understand the nature of an issue/incident and we may ask questions in order to gain a better understanding of the incident.
We will respond via email to the email address we have available for your customer profile in our system, or if you advise us of an alternative email address.
In the normal process of investigating an incident, we may also request photos from you. This is an entirely reasonable and necessary step to assist our experts quickly identify the cause of an incident.
Viewing images may also help guide or influence the types of options that are available for resolution.
Our primary objective is to always focus on managing a quality support experience for our customers and we ask customers to be respectful when calling our business to report an incident. Verbal abuse will not be tolerated and may result in the immediate termination of a call or conversation.
For each incident, it's important for our quality control systems for us to determine how the incident occurred and what can be done to prevent or avoid future incidents and to developed corrective actions.
1. Customers establish communication with us about an incident via the Contact Us page or Phone message.
Please be aware that sending back an order to us without first attempting communication with us may result in a void claim or refund.
There are some conditions whereby a partial refund is offered if we have incurred costs and the incident is caused from buyers remorse (change of mind).
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. This is a standard food safety management protocol and we don't hold "loose pieces" on hand to make up shortfalls in quantity due to the specialized production processes required to "heat seal" packaging.
The cost of returning an order will depend upon the conditions or reasons relating to an incident.
If we made a mistake, we definitely cover all costs relating to return shipping or provide appropriate compensation as negotiated with you at the time. If we offer an alternative or substitute, this is first discussed with you for approval.
If the incident involves a reason such as the customer changing their mind (buyer's remorse) or a customer mistake, the default action involves the customer paying for the return shipping.
Return period is 30 days.
As noted on other policies in our store, all parcels 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 for the reason of higher risk for 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. Extra fees apply for insurance.
We are not responsible or liable for damage in transit where items have not been insured. This is a standard clause or condition in all Australia Post Merchant Agreements and flows directly through to our delivery services and solutions.
What can be returned?
If we made a error with your order - we apologize. This could include sending you the wrong coffee, or an insufficient quantity, or not grinding the coffee when you selected a grind option on the coffee product.
Please contact us and we will offer options to resolve this at our cost.
Sometimes, the wrong label is applied to a coffee bag.
All our coffees are packed without labels as the labels interfere with our machinery and the suction cups holding the bags during the various stages of packaging.
Labels are applied to bags when your order is picked and placed into a carton. 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.
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.
Customer order wrong product
Please understand that coffee is a fresh food and returns need to be acted upon promptly.
Our products are sealed in special packaging within 1hr of roasting. This is critical for preserving quality and freshness.
If you don't like the taste of a product after opening and sampling, that opened package is not able to be returned due to food safety regulations.
Taste is a highly subjective perception that varies amongst individuals.
We have extensive Quality Assurance in place - each batch of coffee is precision roasted by an industrial computerized system. It's not possible to under-roast or over-roast or burn the coffee - it's not cooked by a human that can make mistakes.
What one person may enjoy, another may not and so on.....taste of coffee also comes down to how it is extracted or brewed. These sorts of variances do not mean the product is defective.
Coffee taste is also highly dependent upon the ways in which it is handled and brewed. Failure to adjust or clean equipment, incorrect brew temperatures and many other factors may contribute to a poor taste experience.
During the heat of summer, it's possible that coffee stored in vehicles during the day may slowly "bake" and this could reduce the quality of the coffee product.
Where to send back ?
The first step is to reach out via the Contact Us page, or call our office.
After we have assessed an incident and decided to issue a Return Authority the relevant details will be included in our advice to you.
How are items returned?
Items cannot be returned to us without an approved Return Authority issued by us.
We kindly ask that you contact us in the first instance when there is a matter or incident to be resolved.
If an approved Return Authority has been issued by us, please ensure the item is packed well in a carton so as to ensure it can arrive back to us in reasonable condition.
Satchels are not allowed. We will not accept a returned item that was shipped in a satchel due to the risks of contents being damaged, especially the fragile and easily damaged coffee beans.
Once we have approved a Return, we will issue a Shipping Label that is send via email to your nominated email address. This return label is applied to your carton. The carton can then be easily lodged at any AusPost outlet with no requirement for the customer to pay.
For customers changing their mind and wishing to return items, the customer must arrange their own shipping labels.
Credits for returns
Depending upon the circumstances, we may discuss options about credit or replacement or refund.
In some cases, it's far more efficient to process a store credit that can be used for any future purchase, or in some instances we may process a full or partial refund against your original purchase transaction, e.g. we enter the refund amount against your credit card or paypal transaction.
Payment or credits will be applied within 2 business days of our written commitment for entitlement of any such credit or refund.
Where a customer has qualified for free shipping and then decides to return the goods from a "change or mind", the refund amount will be less our original shipping charges.