Return and Refund Policy.
At COFFEE DRS, we strive to provide you with the highest quality coffee beans and exceptional service. However, due to the perishable nature of our products, we have a strict no returns or refunds policy for opened goods. Please read our policy carefully before making a purchase.
1. General Return and Refund Policy
1.1 Opened Goods: Once the packaging of the coffee beans or related products has been opened, we cannot accept returns or issue refunds. This is due to hygiene and safety concerns, as well as the perishable nature of the products.
1.2 Unopened Goods: If you have received an unopened product—whether purchased by you or sent as a gift—and wish to return or exchange it, you may do so within 7 days of item being purchased. However, the customer having purchased the gift may ask for a refund in the context of the right of return, and only the customer who purchased the Product shall be entitled to receive any refund, which shall be credited to the bank account of such customer. To be eligible for a return or exchange, the product must be unused, in its original condition, and in the unopened, sealed packaging.
1.3 Incorrect Orders: If we made a mistake in fulfilling your order (e.g., sending the wrong product), please contact us immediately. We will resolve the issue by sending you the correct product or issuing a refund for the incorrect item. We need photo proof send via email at hello@coffeedrs.com.
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2. How to Return an Unopened Product
To initiate a return for an unopened product, please follow these steps:
2.1. Contact Us: Reach out to our customer support team at hello@coffeedrs.com or 0423 671 222 (Hornsby Store Mon - Fri 7am to 2pm) within 7 days of receiving your product. Provide your order number and the reason for the return.
2.2. Return Authorisation: If your return request is approved, we will provide you with a Return Authorisation (RA) number and detailed instructions on how to return the item.
2.3. Shipping the Return: You will be responsible for the return shipping costs. We recommend using a trackable shipping service, as we are not responsible for returns that are lost or damaged during transit.
2.4. Refund Process: Once we receive and inspect your returned item, we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please allow up to 7 to 14 business days for the refund to be processed.
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3. Non-Returnable Items
Due to the nature of our products, the following items are non-returnable and non-refundable once opened:
- Coffee beans (opened packaging)
- Ground coffee (sealed or opened packaging)
- Opened and/or used brewing gear and accessories
- Opened and/or used homeware or gifting items.
If you have any questions about whether a specific product is eligible for return, please contact us before purchasing.
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Exchanges
We currently do not offer exchanges. If you receive a damaged or defective product, we will either issue a replacement or a full refund as described above. If you want to exchange an unopened product for a different item, you would need to return the original product for a refund and place a new order.
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Contact Us
If you have any questions or concerns regarding our Return and Refund Policy, please feel free to contact us at:
- Email: hello@coffeedrs.com
- Phone: 0423 671 22 Hornsby Store
- Address: Shop 9, 25- 29 Hunter Street, Hornsby, NSW, 2077.
- Customer Support Hours: 7am - 2pm Mon - Fri
By placing an order with us, you agree to the terms outlined in this Return and Refund Policy.