Refund Policy

Your Rights Under Australian Consumer Law

Our products 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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law.

Consumer Guarantees

Under Australian Consumer Law, products must:

• Be of acceptable quality
• Be fit for their intended purpose
• Match their description and any sample shown
• Be delivered within a reasonable time

If a product fails to meet these guarantees, you may be entitled to a remedy such as a refund, replacement, or repair.

When Refunds Apply

We will provide a refund or replacement in the following circumstances:

When Refunds Don't Apply

Coffee is a perishable product. We cannot offer refunds in the following situations:

How to Request a Refund

To request a refund, please:

• Contact us at support@beanhub.com.au within 7 days of receiving your order
• Include your order number in the subject line
• Describe the issue and attach photos if relevant (damaged products, incorrect items)
• We will respond within 2-3 business days with next steps

Refund Process

Once your refund request is approved:

• Refunds will be processed to your original payment method
• Processing may take 5-10 business days to appear in your account
• You will receive an email confirmation when the refund is processed

Partial Refunds: In some cases, a partial refund may be offered (e.g., if only part of your order was affected).

Replacements

In some cases, we may offer a replacement product instead of a refund. This depends on:

• Product availability
• The nature of the issue
• Your preference

Due to the perishable nature of coffee, we generally do not require you to return the original product.

Returns

As coffee is a perishable product, we generally do not accept returns. In most cases:

• We do not require you to return damaged or incorrect products
• Photos and description of the issue are sufficient to process your claim
• You may dispose of damaged products as you see fit

In rare circumstances, we may request that a product be returned for quality investigation. If so, we will provide a prepaid shipping label.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@beanhub.com.au.

• Before dispatch: We will cancel the order and issue a full refund
• After dispatch: Cancellation is not possible, as the roaster has already shipped your order

Please note that because our roasters often roast to order, orders may be processed quickly and cancellation may not always be possible.

Disputes

If you are not satisfied with our resolution of your refund request:

• Please reply to our support email explaining your concerns, and we will escalate the matter internally
• If still unresolved, you may contact your state or territory consumer protection agency

For more information about your rights, visit the Australian Competition and Consumer Commission (ACCC) website.

Contact Us

For refund requests or questions about this policy, please contact us at:

We aim to respond to all enquiries within 2-3 business days.