Why we ask for authorized returns to be sent promptly
Coffee is a fresh food and it's important to understand the consequences of a fresh food product over time.
Fresh coffee degrades relatively quickly, even inside sealed packaging like pods or capsules, rapidly diminishing inherent value, enjoyment factor and the ability for the returned product to be re-sold.
Nothing retards or halts oxidization of roasted coffee. Fresh roasted coffees are volatile and emit carbon dioxide, or off-gassing.
Fresh roasted coffee pods or capsules are not the same as other food ingredients.
Volatile compounds in fresh roasted coffees include intense levels of aroma, body, crema, sweetness, flavor, acidity, etc. For these reasons it's critical that time is managed promptly when dealing with an incident.
When we issue a Return Authority to a customer, we reasonably expect that approved return item to be sent within 7 days of the receiving the Return Authority. To explain another way, please ensure that you ship the returned items to us within 7 days of receiving the Return Authority.
If a returned item does not arrive within 30 days from the issue of a Return Authority, we reserve the right to cancel any and all claims. The returned item will be scrapped - deemed no longer fit for purpose as a saleable item.
How to Contact Us
If for some reason you need to reach us to clarify anything about your purchase, please use the Contact Us page as the preferred initial method.
Every Contact Us message is monitored and tracked by our Support Team so please be aware it may take around 1 working day for us to respond.
In the case where you call us and we are not able to answer, please ensure you leave a clear message with the reason for contacting us and we also recommend you follow up with a message on our Contact Us page.
Please also understand like most businesses we receive far too many nuisance calls and email messages from people trying to sell us something. These unsolicited calls are a big burden on our Support Team. If you don't leave a brief message with explanation as to the reason for the call back, we may not return your call as it could be deemed a nuisance contact.
After making contact with us, we will try to understand the nature of an issue and we may ask you questions in order to gain a thorough understanding of the incident.
We may also request photos from you if there has been some type of claim against damage. This is a necessary step that assists our experts quickly identify the cause of an incident.
Viewing images may also help guide or influence the types of options that are available to resolve.
Our primary objective is always focused upon managing a quality support experience and not wasting yours or our valuable time.
Its important that we know how an incident occurred and what can be done to prevent or avoid in the future, or what type of corrective actions can be undertaken.
Sometimes, an incident may not be simple and require a number of steps.
Return Authority Process
The first step is to establish communication with us about an incident. Whether it's is a mistake you might have made by accident or an error we made by accident. Let's ensure we get on the same page.
Please kindly note that sending an order back to us without first attempting communication will result in no refund or may result in a partial refund if we have incurred costs and the fault is not ours.
For products sold in bundles or multiple quantities inside of sealed packaging, e.g. 15x items sold as a single unit. If you return opened packs with less than the original quantity, we are not able to resell that opened item and no refund is available, even when the remaining contents might be OK. This is called an opened pack with short-quantity.
If a sealed product has been opened, it cannot be returned. This is a standard food safety management protocol.
The cost of returning an order will depend upon the conditions or reasons relating to an incident.
If we made a mistake, we certainly cover any cost of return shipping or provide appropriate compensation as negotiated with you at the time.
If the incident is due to the reason of a customer changing their mind or a mistake, the default action involves the customer paying for all return shipping costs.
All parcels sent from our warehouse are without insurance on the Australia Post parcel network.
We take extra steps to ensure your products are packed and sent safely. This includes using new, heavy-duty cartons for all orders and wrapping delicate items in extra protection, etc.
No orders are sent in satchels for the very reason it's higher risk of damage in transit.
If you are concerned about loss or damage in transit, please contact us before your parcel is shipped so we can arrange insurance coverage. Extra fees apply for insurance and need to be accurately quoted at the time of shipment based upon the fluctuating fees charged by AusPost.
myCoffeePods are not responsible or liable for damage in transit where items have not been insured. This is a standard clause or condition in all Australia Post Merchant Agreements and flows directly through to our delivery services and solutions.
What can be returned?
If we made a error with your order - we apologize. This could include sending you the wrong item, or insufficient quantity.
Please contact us and we will offer options to resolve this at our cost.
If packaging is damaged in transit this type of incident is outside of our direct control. As noted, all consignments have zero insurance unless you arrange this insurance with us before we ship your parcel.
This means any damage in transit is not our responsibility to rectify.
Damage as a result of excessive pressure or force applied during transit may not be immediately apparent when inspecting the shipping carton. Cartons can absorb significant pressure and yet show few signs of the force. Sometimes a carton can revert back to it's similar shape after absorbing an impact.
Examples are when freight companies throw cartons, or stack heavy items on top of each other that cause the seal on a bag to "blow" or rupture, spilling contents.
Ordering the wrong products
Please ensure you return products to us where an approved Return Authority has been granted within 30 days.
Failure to return items promptly may affect your claim.
Our products are sealed in special packaging.
If you don't like the taste of a product after opening and sampling, it's not able to be returned as it will have been exposed to oxygen and potentially other contaminants.
Taste is a highly subjective perception and it varies amongst individuals.
We have extensive Quality Assurance in place - each batch of coffee is precision roasted by an industrial computerized system. It's impossible to over-roast or burn the coffee.
What one person may enjoy, another may not and so on.....taste of coffee also comes down to how it is extracted or brewed. These sorts of variances do not mean the product is defective.
Coffee taste is also highly dependent upon the ways in which it is handled and brewed. Failure to adjust or clean equipment, incorrect brew temperatures and many other factors may contribute to a poor taste experience.
Where to send back ?
The first step before preparing a returned product is to reach out via the Contact Us page, or call our office. (email is preferred).
After we have assessed an incident and decided to issue a Return Authority the relevant details will be included in our advice to you.
How are items returned?
Items cannot be returned to us without a valid Return Authority.
We kindly ask that you contact us in the first instance when there is a matter or incident to be resolved.
If an approved Return Authority has been issued by us, please ensure the item is packed well in a carton so as to ensure it can arrive back to us in reasonable condition.
Satchels are not permitted for Returned Items. We will not accept a returned item that was shipped in a satchel due to the risks of contents being damaged.
Credits for returns
Depending upon the circumstances, we may discuss options about credit or replacement or refund.
In some cases, it's far more efficient to process a store credit that can be used for any future purchase, or in some instances we may process a full or partial refund against your original purchase transaction, e.g. we enter the refund amount against your credit card or paypal transaction.Payment or credits will be applied within 7 days of our written commitment for entitlement of any such credit or refund.