Refunds & cancellations

This policy explains when and how you can get a refund or cancel a service. We aim to be reasonable and fair in all cases.

Australian Consumer Law applies to all our products and services. Nothing in this policy limits your rights under that law.

Bean and product orders

You can return unopened coffee bean orders within 14 days of delivery for a full refund. The beans must be in original, unopened packaging.

Once opened, we cannot accept returns for food safety reasons unless the product is defective or not as described. In that case, contact us with photos and we will arrange a replacement or refund.

Subscriptions

You can pause, skip or cancel your subscription at any time through your account or by contacting us. There is no lock-in period and no cancellation fee.

If a subscription delivery has already been roasted and shipped, we cannot refund that cycle but you can skip the next one.

Catering and events

Event bookings require a 30% deposit to secure the date. Cancellation terms are:

• More than 60 days before event: Full deposit refund minus a $50 admin fee
• 30-60 days before event: 50% deposit refund
• Less than 30 days before event: Deposit is non-refundable, but you can reschedule once at no extra cost if the new date is within 6 months

Weather-related cancellations are handled case by case. We will always try to work something out.

Barista training

You can cancel or reschedule a course up to 7 days before the date for a full refund or transfer to another date. Cancellations within 7 days are non-refundable but you can transfer to another course within 3 months.

If we cancel a course due to low enrolment, you will receive a full refund or be offered a spot in the next available course.

Wholesale and office programs

Wholesale orders can be cancelled before roasting begins for a full refund. Once roasted and shipped, orders are final.

Office coffee programs run month-to-month after an initial 3-month minimum. You can cancel with 30 days notice. Early termination fees may apply within the minimum period.

Equipment

New equipment can be returned within 30 days in original condition for a full refund. Custom installations and used equipment are final sale.

Service visits are non-refundable once the technician has been dispatched, unless we cannot complete the work due to our own error.

How to request a refund

To request a refund or cancellation, contact us at cassinova24@gmail.com or +61 3 9527 1049 with your order details. We aim to respond within 2 business days.

Approved refunds are processed to the original payment method within 5-10 business days, depending on your bank.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.

Nothing in this policy limits those rights.