Refund policy

Refund policy

We want you to enjoy your coffee. If something is not right, here is how returns and refunds work.

Your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights. The change-of-mind terms below are in addition to them.

Faulty, damaged or not as described. Email contact@kingcarloscoffee.com.au with your order number, a description of the problem and a photo. If the goods need to come back to us we will arrange and pay for the return. We will repair, replace or refund as the law requires, and refunds go to your original payment method within 10 business days of our receiving the goods or confirming the problem.

Freshness and quality. If your beans arrive stale, under-roasted or otherwise not as they should be, tell us within 14 days of delivery and we will replace them or refund you. We may ask you to return the bag so we can check the roast batch.

Change of mind, unopened products. We accept returns of unopened products in original condition within 14 days of delivery. Contact us first for return instructions. Return postage is at your cost and we recommend tracked postage because we cannot refund goods that do not reach us. Once we receive and check the goods we refund the price you paid for them to your original payment method. The original shipping charge is not refunded.

Opened coffee. For food safety reasons we cannot accept opened coffee back for change of mind.

Equipment, custom and special-order items. Change-of-mind returns do not apply to equipment in our Coffee Machines range or to custom or special-order items. These are supplied under our Equipment Terms, which set out cancellation and warranty terms.

Subscriptions. Subscription deliveries are covered by this policy in the same way as one-off orders. To stop future deliveries, see our Subscription policy.

Sale items and gift cards. Discounted items have the same rights as full-price items. Gift cards expire three years from the date of purchase (the purchase date and expiry are shown on the card or in the email that delivers it), cannot be refunded or redeemed for cash except as required by law, and may be reissued if lost or stolen at our discretion for a reissue fee at cost. We charge no activation, account-keeping or balance-enquiry fees.

Proof of purchase. Please quote your order number. We may ask for identification before processing a refund to a different card or account.

Questions: contact@kingcarloscoffee.com.au or (02) 9580 1300. Green Commodities Pty Ltd ABN 14 621 141 848 trading as King Carlos Coffee, 18 Weston Road, Hurstville NSW 2220.