Refunds / Returns Policy

 

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and in a condition suitable for resale.

 

Lost, damaged or delayed freight:

Once your order leaves our warehouse, it enters into the care of the freight company, and the responsibility for the goods transfers accordingly. Here’s what you need to know:

1. Lost in Transit: Should your item not arrive, the responsibility rests with the freight company. Please initiate a claim directly with them. We are happy to assist you in this process if necessary.

2. Delayed Shipments: While delays are frustrating, claims for refunds due to delayed shipments must be addressed with the freight carrier as responsibility lies with them once the package is dispatched.

3. Damaged Goods: If you receive your order in a damaged condition, the claim must be made directly to the freight company. Please document the damage with photographs and contact the carrier immediately to begin the claims process.

 

Additional non-returnable items:

* Gift cards

* Downloadable software products

* Some health and personal care items

 

To complete your return, we require a receipt or proof of purchase.

 

Please do not send your purchase back to the manufacturer.

 

There are certain situations where only partial refunds are granted: (if applicable)

* Coffee or goods which has been intentionally opened

* Coffee tools or brewing gear which shows obvious signs of use

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returns (if applicable)

We provide detailed information on all our products to help you make informed decisions. However, we understand that circumstances may arise where you might need to return an item. Here are the conditions and fees associated with returns due to customer preference or error:

1. Change of Mind: If you return an item because you changed your mind, a restocking fee of 25% of the total order value will be deducted from your refund.

   • You are responsible for returning the item at your own expense. The item must be returned unopened and in its original condition.
     
   • A 25% restocking fee will be deducted from your original purchase.
     

2. Unclaimed Parcels: If a parcel is returned to sender (us) because it was not picked up from a collection point by the customer, an additional shipping fee will be charged if the customer would like it to be redelivered. Alternatively, if you request a refund a 25% restocking fee will apply. 

3. Incorrect Product Selection: If you have mistakenly selected the wrong product and wish to exchange it, the following will apply:

   • You are responsible for returning the incorrect item at your own expense. The item must be returned unopened and in its original condition.
     
   • The balance, along with an additional shipping fee for the replacement item, will be charged.
   • A 25% restocking fee will be deducted from your original purchase.

   By proceeding with an exchange, you acknowledge and agree to these terms.

4. Incorrect Shipping Address: If a return to sender (us) occurs due to the buyer supplying an incorrect shipping address. We will gladly reapply a new shipping label and direct it to the correct address, this will incur an additional shipping fee paid by the buyer. If you request a refund instead, a 25% restocking fee will be deducted from the total value of the order.

Please ensure your returns meet these conditions and are returned within the specified return period. All returned items must be in their original condition, unopened and untampered.

By purchasing from our store, you acknowledge and agree to these terms. Thank you for understanding the need to implement these policies, which allow us to continue providing high-quality products and services to all our customers.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@decafco.com.au.

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@decafco.com.au and send your item to: 31 Flight Drive, Tullamarine, VIC, 3043, Australia. If you made a mistake with your order we will endeavour to help but freight will be the customers responsibility.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Shipping

To return your product, you should mail your product to: 31 Flight Drive, Tullamarine, VIC, 3043, Australia.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.