Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@coffeeoneonone.com.au. With a description of the issue and photos of the product. Once item has been reviewed and accepted we will contact you to let you know where to send the item. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@coffeeoneonone.com.au.


Damages and issues

  • Customers must notify Coffee One On One of any damages, returns, or discrepancies within five business days of the delivery of the order. Claims made outside of this timeframe will not be accepted. Returned stock outside of these five days will be subject to administrative charges.
  • Incorrectly ordered or unwanted items will need to be shipped back to our warehouse at the expense of the customer and will incur a restocking fee of 20 - 50% depending on the item.
  • Returned goods need to be in an excellent, sellable condition.
  • No returns of any type will be accepted without a Return Authority Number (RAN). This RAN is issued by Coffee One On One.
  • All pricing is subject to change without notice.
  • Special order items, customised goods, seconds, sale and clearance items are not able to be returned.
  • Goods must be returned within 30 days of having a RAN issued. After the 30 days, your return request will be cancelled. Any goods received after this time may be denied.
  • Missing shipments must be reported to us within 30 days of the shipping date so we can lodge an investigation with the freight company. Claims after this time cannot be processed.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.