COFFEE MOMENTS IN A TIME OF COVID19 and remember we are all in this together WAREHOUSE STATUS: OPEN

Warranty and Returns

Let us help you smile again

We want you to love, adore and smile ear to ear about your new coffee gear, but we know this is not always the case. Maybe it just isn't what you dreamed of, maybe you ordered wrong, or maybe it got damaged on its way to you.

It would be awesome if products were 100% perfect 100% of the time, yet this is simply not reality, and that why warranty exists! As our systems are based on technology, we keep data on all products, and if we notice a pattern or increase in return rate on an item, we discuss it with the manufacturers, and if the problems persist, we discontinue the product. Our aim is for you to have awesome products at epic prices.

So to keep things simple, whatever the reason, we want you to love your purchase. If for some reason you are not happy with the coffee gear you bought, let us know and let us help you smile again!


Covid19 Update - Returns - 18.3.20

We are still dispatching orders on time, yet due to the COVID-19 there has been an insane amount of order volumes and as such increased returns.

The health of our customers, team members, and the wider community is of paramount importance to Coffee Parts. Due to COVID-19, our change of mind policy for returns or exchanges is temporarily suspended. For all products purchased from the 18 March 2020, we are unable to accept any product returns or exchanges for change-of-mind, until further notice.

Of course, nothing in this returns policy limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law ("ACL") (or any liability under them) which by law may not be limited or excluded.

Customer service has been pumped, with so many new home users wanting to select and learn about coffee in order to get the right products, that our phone and emails are overloaded, so there is a slight delay in processing some returns. We have scaled up our team, however, we are experiencing some delays, so please work with us and be patient, and thank you for your understanding.


HOW RETURNS WORK

Simply contact our Support team via email and provide our team with a description of the fault or reason for return. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.

Alternatively, if you are a registered customer, please log into your account, go to 'My Order' and view the relevant order by clicking 'View Order'. Once you are in the order you can then choose 'Return' and follow the prompts. If you are a guest user, then you can lodge a return on the Order and Returns page. A member of our team will contact you to assist you further.

Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.

If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will co-ordinate shipment with you.

You must then adequately package any product you are returning for our collection to ensure that it is not damaged during return delivery to our warehouse. All original items including original accessories, manuals, and packaging (unless taken away on delivery) must also be returned.

Depending on the product you are returning, it may be necessary for the product to be sent back to the manufacturer for assessment.


DAMAGE ON ARRIVAL

Please note that where products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to Coffee Parts Support via Email within 3 days of receipt of the product. Failure to do so may result in your claim being denied.


FAULTY PRODUCTS

Simply contact our Support team via email or via the return page and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.

In many cases, claims are resolved via correspondence without the need to return the item. If necessary your item may need to be returned. Smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents.

Your item will be assessed by our technicians or sent to the manufacturer. While we endeavor to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.

We will repair your product where possible and may need to order parts that are required to complete this. Or we will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement.

Please Note: Some highly technical products such as coffee scales and machines may take up to 20 business days to assess and repair, however, you will, of course, be notified if we expect the total repair time to exceed 10 business days.

We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Coffee Parts.


CHANGE OF MIND and SIZE EXCHANGE

Whilst we offer a 14-day change of mind on many of our products, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty section of each product listing.

When returning a product due to change of mind, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the Coffee Parts customer service team.

Coffee Parts does not accept any liability for any loss or damage which may occur in transit. Please do not return the product until the customer service team has provided you with the relevant return details.

Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit that can be redeemed on any product sold at Coffee Parts.


ELECTRICAL AND MACHINES

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RETURNS FROM OVERSEAS

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