Refund policy

As roasted coffee is a fresh food and degrades in value over time, we have a strict 30-day return policy, which means you have 14 days after receiving your item to request a return and 15 days to process and allow transit time of returned items.

To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging. You’ll also need the receipt or proof of purchase, or approval from us before proceeding to process a returned item.

To start a return, you can contact us at via our web page Contact Form. Please note that returns will need to be sent to the following address: Carlini 37 Centre Way Croydon South VIC 3136

If your return is approved, depending upon whether it's a "change of mind" or a shipping mistake on our part, we will advise who is responsible for payment of return shipping fees.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at our Contact Us page.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items) or where product has been opened (especially when there are multiple quantity).

As we roast, pack and store only whole beans, any ground coffee item is treated as a customized product made specifically for your order.

We do not hold, store or stock any ground coffees due to the ways in which ground coffee degrades rapidly.

If you order ground coffee, we make this up specifically for your order in the moments just before it ships.

Ground coffees may lose up to 80% of their essential volatile compounds within 10 days. For this reason, we do not accept returns or exchanges of ground coffee items as the product will no longer be fresh and able to be sold.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards, nor can we accept returns for food items that have been opened.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us.