returns Policy

HOW RETURNS WORK

If you need to return a product, please contact our Support team via email ([email protected]) and provide us with a description of the fault or reason for return. To enable us to give you a timely resolution, please include photos and/or a short video demonstrating the damage or fault with your product.

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

In cases where products are faulty or damaged upon delivery, you need to send us via e-mail evidence of the damage or fault within 3 days of receipt of the product. Evidence means detailed photography or short videos. Failure to do so may result in your claim being denied.

FAULTY PRODUCTS

, if neIf you need to return a product, please contact our Support team via email ([email protected]) and provide us with a description of the fault or reason for return. To enable us to give you a timely resolution, please include photos and/or a short video demonstrating the damage or fault with your product.

Generally, we manage to resolve claims via prone calls or e-mails, without the need for returning the item. In an odd case, your item might need to be returned. Coffee packs and smaller items will typically be returned via a prepaid Australia Post label, while coffee machines and other larger items will be collected by courier or our service agents.

Then, the item will be assessed by our technicians and/or sent to the manufacturer. We ask you to allow up to 10 business days once we have received the item for us to process the evaluation, but we usually finish assessments as quickly as possible.

When possible, the item will be repaired. In that case, we 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 be notified of the estimate time we expect for repair once we finish the assessment.

After repairing, your items will be delivered back to you OR , if necessary, we will arrange a replacement. In case a refund needs to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Background Coffee.

CHANGE OF MIND

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.