Refund policy

Returns & Refunds Policy (Australia)

Last updated: 10 November 2025 (Melbourne)

We want you buzzing (in a good way). If something’s not right, we’ll sort it fast and fairly—in line with the Australian Consumer Law (ACL).

Quick summary

  • Coffee & pods: Fresh goods aren’t eligible for change-of-mind returns once opened, but we’ll fix quality, damage, or packing mistakes—refund or replace.

  • Gear (machines, grinders, filters, accessories): 30-day DOA/defect support, then manufacturer warranty applies. Change-of-mind allowed unused & unopened (restocking may apply).

  • Subscriptions: You’re in control via Seal Subscriptions—pause/skip/swap/cancel before your roast cut-off.

  • Bundles & gifts: Covered like-for-like (each item follows its category rules).

  • Transit issues: If it arrives damaged, lost or wrong—we replace or refund.

Your rights under the ACL cannot be excluded. If a product has a major failure, you can choose a refund or replacement; for minor failures, we’ll repair/replace within a reasonable time.

1) What’s covered

A. Coffee beans (whole or ground)

  • Freshness/quality issues (e.g., bag leak, stale on arrival, incorrect grind or coffee sent): replace or refund.

  • Transit damage (split or punctured bag): replace or refund.

  • Change of mind:

    • Unopened & sealed within 14 days of delivery: we’ll accept a return.

    • Opened coffee is not returnable (food safety), unless faulty/not as described.

GST: No GST on beans (pricing already reflects this).

B. Coffee pods

  • Defects (e.g., leaking pods, damaged sleeves) or wrong item: replace or refund.

  • Change of mind: Unopened sleeves within 14 days accepted; opened sleeves are not returnable unless faulty.

  • GST: Pod prices include GST.

C. Gear (machines, grinders, filters, accessories)

  • Dead-on-arrival or defective within 30 days: replace, repair, or refund (our call per ACL).

  • After 30 days: covered by manufacturer warranty—we’ll help with the claim.

  • Change of mind: accepted within 14 days if the item is unused, unopened, and in resalable condition with all original packaging and manuals.

    • A restocking fee up to 10% may apply to cover inspection/repacking if packaging is opened or requires refurbishment.

    • We can’t accept returns on used gear (unless faulty under ACL).

D. Bundles

  • Assessed item-by-item using the rules above (e.g., coffee follows coffee rules; gear follows gear rules).

  • If one item in a bundle is faulty, we’ll replace/refund that item; full bundle refunds depend on overall impact.

E. Gifts & gift orders

  • Gifts follow the same rules. Refunds go to the original payment method (the purchaser).

  • Gift vouchers (if/when offered) are non-refundable and not redeemable for cash, except where required by law.

2) Not as described / wrong item

Did we send the wrong coffee, grind, size, or model? That’s on us. We’ll correct, replace, or refund quickly and cover return shipping where needed.

3) Shipping issues (damaged, delayed, lost)

  • Damaged on arrival: Contact us within 7 days with photos of the outer box and product. We’ll replace/refund.

  • Lost in transit / never arrived: We’ll investigate with the carrier. If confirmed lost, we’ll replace or refund.

  • Heat/weather exposure: We pack smart, but please retrieve parcels promptly—coffee hates hot car boots and direct sun.

4) Change of mind (summary)

  • Coffee & pods: must be unopened and returned within 14 days. Opened consumables can’t be returned unless faulty.

  • Gear: unused & unopened within 14 days (restocking up to 10% may apply).

  • Return postage:

    • If it’s our fault (wrong item, defect, DOA), we cover return shipping.

    • Change-of-mind returns: you cover return shipping. Items remain your responsibility until received and inspected.

5) Subscriptions 

  • Manage anytime: pause, skip, swap, change cadence (2 weeks / 1 month / 6 weeks) or cancel via your Seal portal.

  • Cut-off: Changes must be made before your roast/charge cut-off (shown in your portal).

  • Shipped subscription orders are processed like standard orders under this policy.

6) How to lodge a return or issue

  1. Email us: info@hashtagcoffee.com.au with your order number, issue summary, and clear photos (packaging + product).

  2. We’ll assess fast (usually within 1–2 business days) and advise the remedy: replace, repair, refund, or exchange.

  3. Return label (if needed):

    • We’ll send you a prepaid label for issues covered by us.

    • For change-of-mind, we’ll provide the return address; use a tracked method.

  4. Inspection & outcome: Once received, we’ll process the agreed action.

  5. Refunds: issued to the original payment method (Shop Pay / Apple Pay / card). Banks can take 3–5 business days to post the funds.

Return address (for approved returns):
Hashtag Coffee — Returns
384 Keilor Road Niddrie VIC 3042
Australia

7) Exclusions & fair-use

  • Used gear (unless faulty).

  • Opened consumables (coffee, pods) unless faulty/not as described.

  • Normal wear and tear, misuse, neglect, unauthorised repairs or modifications.

  • Incorrect addresses supplied by the customer, uncollected parcels, or refused deliveries (we can reship—additional postage may apply).

8) Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the ACL. If a product fails to meet a consumer guarantee:

  • For a major failure, you can choose a refund or replacement.

  • For a minor failure, we will repair, replace, or refund within a reasonable time.
    If you believe your product has a statutory guarantee issue, contact us—we’ll make it right.

Need help?

  • Email: info@hashtagcoffee.com.au

  • Phone: 1300 244 151

  • Hours: Mon–Fri, 9am–5pm (AET)

Tips for the best outcome (coffee)

  • Store sealed bags cool and dark.

  • Once opened, use within 4–6 weeks for peak flavour; reseal or use an airtight canister.

  • Tell us your brew method and we’ll recommend the right grind next time.