Returns & Refunds

Coffee is a fresh food product, so parts of this policy reflect food-safety rules. Your rights under the Australian Consumer Law always apply and are not limited by anything below.

Faulty, damaged, or incorrect orders. If your coffee arrives damaged, is faulty, or isn't what you ordered, you're entitled to a replacement or a full refund. Contact us at info@customcoffees.com.au within 7 days of delivery with your order number and a photo if it's damaged. We cover return postage in these cases and will replace or refund — your choice — once we've confirmed the issue.

Change of mind. Because coffee is perishable, we accept change-of-mind returns only on unopened items in their original sealed packaging, returned within 7 days of delivery. Return postage for change of mind is at your cost. Once we receive and inspect the item, we refund the purchase price to your original payment method. For hygiene and food-safety reasons, opened coffee can't be returned for change of mind — this does not affect your rights if the product is faulty.

How to start a return. Email info@customcoffees.com.au with your order number and reason. We'll reply with the return address and instructions. Please don't post anything back before contacting us.

Refunds. Approved refunds go to your original payment method within 5 business days of us receiving the return (or confirming a faulty/incorrect order). Your bank may take a few extra days to display the funds.

Your consumer rights. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss.

Questions? Contact us at info@customcoffees.com.au