Returns & Refunds Policy

At myCoffeePods, we take care to ensure your order is packed accurately and arrives in good condition.

We understand that occasionally something may go wrong, or you may need to request a return. Our returns process is designed to be fair, straightforward and consistent with Australian Consumer Law.

Requesting a Return

If you need to return an item, please contact us before sending anything back.

You can review our return procedures here or request assistance through our Contact Us page.

Please do not send products back without first contacting us and obtaining return instructions.

Unsolicited returns may delay the assessment or processing of your request.

If you're unsure how to proceed, we're happy to help.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If you receive an incorrect, damaged or defective product, contact us as soon as reasonably possible so we can investigate and arrange an appropriate solution.

When contacting us, please provide your order number, a description of the issue and, where relevant, photographs of the product and packaging.

Depending on the circumstances, you may be entitled to a replacement, refund or another remedy under Australian Consumer Law.

Your statutory consumer rights apply regardless of whether the product has been opened or whether it was purchased at a discounted price.

Change-of-Mind Returns

We understand that customers occasionally order the wrong product or change their minds after placing an order.

However, as we predominantly sell food products, we cannot automatically accept returns simply because a customer has changed their mind or ordered incorrectly.

Any change-of-mind return must be requested and approved by us before the product is returned.

Where we agree to accept a change-of-mind return, the product must be unused, unopened and in its original saleable condition.

Return postage costs for approved change-of-mind returns are the customer's responsibility unless otherwise agreed.

Non-Returnable Products

For food safety, hygiene and quality assurance reasons, we generally cannot accept change-of-mind returns for:

• Opened or partially used coffee capsule packages.

• Food products with broken or removed seals.

• Products that have been used or are no longer in their original saleable condition.

• Custom-made or specially ordered products.

• Sale or clearance items.

• Gift cards.

These restrictions apply to discretionary returns and do not exclude your rights under Australian Consumer Law where a product is faulty, defective, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Why We Cannot Accept Opened Capsule Packages

Many of our coffee capsules are supplied in sealed multipacks containing a specified quantity.

For example, a customer may purchase a sealed bag containing 15 coffee capsules, open the package and use several capsules before deciding to return the remainder.

Unfortunately, once that original seal has been broken and capsules have been removed, the remaining contents cannot be repackaged and resold as a new, complete 15-capsule product.

For this reason, we cannot accept partially used or opened capsule multipacks for change-of-mind returns.

This does not affect your statutory rights if the product is faulty or does not meet applicable consumer guarantees.

Exchanges

If you've ordered the wrong product and would prefer something different, please contact us to discuss the available options.

Where a change-of-mind return is approved, the simplest process is generally to return the original item and place a separate order for the replacement product.

Any refund for the original item will be processed once the return has been received, inspected and approved.

Where a product is faulty or incorrectly supplied, we'll arrange an appropriate remedy in accordance with Australian Consumer Law.

Restocking Fee

Where we agree to accept a return because a customer has ordered incorrectly or changed their mind, a 5% restocking fee applies to the total original order value.

This fee contributes towards the administrative, handling and merchant transaction costs associated with processing the original order and subsequent return.

The applicable deduction will be confirmed as part of the return approval process.

Restocking fees do not apply to returns or refunds required under Australian Consumer Law, including eligible claims involving faulty, defective or incorrectly supplied products.

Refund Processing

When an authorised return arrives at our facility, we'll inspect the returned items and assess the refund request.

Once the assessment is complete, we'll advise you whether the refund has been approved and confirm the amount.

For approved refunds, we aim to initiate payment back to your original payment method within 3 business days.

Refund confirmation is issued electronically.

Please be aware that while we can initiate the refund promptly, the time taken for the funds to appear in your bank account or credit card statement is determined by the relevant payment provider and financial institution.

We use Shopify Payments for payment processing and cannot directly control bank settlement times.

If more than 21 days have passed since your refund was approved and the funds have not appeared in your account, please contact us so we can investigate.

Your Rights Under Australian Consumer Law

Our returns policy operates alongside the consumer guarantees provided by Australian Consumer Law.

These guarantees provide customers with rights to remedies where products are faulty, unsafe, not as described or otherwise fail to meet applicable consumer guarantees.

Nothing in this policy is intended to exclude, restrict or modify those statutory rights.

We aim to resolve genuine product concerns fairly, promptly and with minimal inconvenience to our customers.