Refund and Returns Policy

At Crafty Koala Coffee, we want every order to arrive correctly, safely and in excellent condition. If something isn’t right with your order, please contact us at hello@craftykoalacoffee.com.au and we’ll work with you to resolve it.

Damaged, Incorrect or Faulty Products

Please contact us as soon as reasonably possible if your order arrives damaged, contains an incorrect product, appears unsafe, or has a quality issue.

Include your order number, a description of the problem and, where possible, photographs showing the product and packaging. This helps us assess the issue and resolve it promptly.

Depending on the circumstances, the available remedy may include a replacement, refund or another solution in accordance with Australian Consumer Law.

If a product has a major problem, you are entitled to choose a refund or replacement. Refunds will be returned to the original payment method unless otherwise agreed.

If we require a faulty or incorrect product to be returned, we will provide return instructions and cover the reasonable return cost. Please do not send products back without first contacting us.

Change of Mind and Taste Preferences

Because our products are consumable food and beverage products, we do not offer refunds or exchanges simply because you change your mind, select the wrong product or decide that a particular flavour is not to your personal taste. However, please reach out if you are unsatisfied for any reason and we will strive to make it right. 

Coffee and tea tasting notes describe the expected character of a product, but individual taste and brewing methods can affect how flavours are experienced.

This change-of-mind policy does not affect any rights you may have where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Order Cancellations

If you need to cancel or change an order, contact us as quickly as possible. We will try to assist, but orders may be sent to our fulfilment partner shortly after being placed and cannot always be changed or cancelled once processing has begun.

If an order has already been dispatched, it cannot be cancelled.

Refund Processing

Once a refund has been approved, we will process it to the original payment method. Please allow up to 5 business days for us to process the refund.

Your bank or payment provider may require additional time before the funds appear in your account.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies available to you under Australian Consumer Law.

Contact Us

For questions or concerns regarding an order, contact:

Crafty Koala Coffee
hello@craftykoalacoffee.com.au