Returns, Refunds and Replacements Policy

Last updated: 29 July 2026

Our hassle-free three-step promise

We want you to love the coffee and other products you purchase from us. When something is not right, we will work with you to find a fair and practical solution.

1. Find your order number or another form of proof of purchase.
2. Contact us and explain the problem or the item you wish to return.
3. We will provide return instructions and arrange the appropriate refund, replacement, exchange or other remedy.

Please contact us before returning an item so we can provide the correct return address, postage label or other instructions.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law that cannot legally be excluded.

Products sold by us must be of acceptable quality, be fit for their normal purpose and any purpose you made known to us, match their description and comply with other applicable consumer guarantees.

These rights apply regardless of any additional change-of-mind or satisfaction promise offered under this policy.

Faulty, damaged or incorrectly supplied products

Please contact us as soon as reasonably possible if a product:

• arrives damaged;
• is faulty, unsafe or defective;
• does not match its description;
• is not fit for its normal purpose;
• is not fit for a purpose you discussed with us before purchasing;
• is significantly different from what was ordered; or
• was incorrectly supplied by us.

Contacting us promptly—preferably within five days for visible transit damage—helps us investigate the matter with the delivery provider. However, this preferred timeframe does not limit your rights under the Australian Consumer Law.

Please provide:

• your order number or other reasonable proof of purchase;
• a description of the problem; and
• photographs of the product, packaging and delivery damage where reasonably practical.

Photographs may help us resolve the matter more quickly, but they are not required where providing them would be unreasonable.

We may reasonably assess the product before confirming the appropriate remedy.

Major failures

A product may have a major failure when it:

• is unsafe;
• is substantially different from its description;
• has a serious problem, or several problems, that would have stopped a reasonable customer from purchasing it;
• cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or
• cannot be used for a particular purpose you made known to us and cannot easily be fixed within a reasonable time.

Where a product has a major failure, you may choose:

• a refund; or
• a replacement of the same type, where reasonably available.

You may alternatively choose to keep the product and seek compensation for the reduction in its value.

Minor failures

Where a failure is not major, we are entitled to provide an appropriate remedy within a reasonable time.

Depending on the product and the nature of the problem, this may involve repairing the product, replacing it, supplying the missing component or providing a refund.

If we cannot provide an appropriate remedy within a reasonable time, you may be entitled to reject the product and choose a refund or replacement, or have the problem remedied elsewhere and recover the reasonable cost from us where permitted by law.

Return postage for faulty or incorrect products

Where we confirm that a product is faulty, damaged in transit, incorrectly supplied or otherwise does not comply with the Australian Consumer Law, we will:

• provide a prepaid return label where practical; or
• reimburse your reasonable return-postage costs.

Please retain any postage or transport receipts.

If we determine after a reasonable assessment that the product does not have a fault, we will discuss any proposed return, collection or inspection costs with you before charging those costs.

Products do not have to be returned in their original packaging when an Australian Consumer Law remedy is being claimed, although suitable packaging should be used to prevent further damage during return transport.

Accidentally ordered the wrong product

We understand that customers occasionally select the wrong product.

In addition to your rights under the Australian Consumer Law, we offer change-of-mind exchanges or returns when:

• you contact us within 21 days after receiving the order;
• the item is unused, unopened and in its original saleable condition;
• any seals and original packaging remain intact; and
• you provide your order number or other reasonable proof of purchase.

For coffee, food and other consumable products, the product must generally remain sealed and unopened unless the return is being made under our Coffee Satisfaction Promise or because the product is faulty.

You are responsible for the cost and risk of returning a change-of-mind item to us.

Once the returned item has been received and approved, you may request:

• an exchange;
• store credit; or
• a refund of the product’s purchase price.

Where you exchange an incorrectly ordered product, you must pay any difference in product price. We will cover one standard Australian delivery of the replacement item as part of our hassle-free promise.

Any original express-delivery surcharge, international delivery charge or other additional freight charge is not refundable for a change-of-mind return.

Clearance or final-sale products may be excluded from change-of-mind returns where this was clearly stated before purchase. This does not affect your Australian Consumer Law rights if the product is faulty or otherwise fails a consumer guarantee.

Coffee Satisfaction Promise

Coffee is personal, seasonal variations, roast styles and brewing methods can produce very different results.

If you simply do not enjoy a coffee purchased from us, contact us within 21 days after receiving it. We will work with you to understand the issue and may provide brewing, grind or preparation advice.

Where the coffee is still not right for you, we will offer either:

• an exchange for another coffee of similar value; or
• a refund of the price paid for the coffee.

We may ask you to return the remaining coffee so that we can inspect it and assess roast quality. Unless the coffee is faulty or does not comply with a consumer guarantee, return postage and the original delivery charge are not refundable.

This additional satisfaction promise is intended to allow customers to reasonably try our coffee. It may not apply where substantially all of the product has been consumed, the product was stored incorrectly or the issue was caused by contamination or misuse after delivery.

This promise is additional to, and does not limit, your Australian Consumer Law rights.

Seasonal variations in coffee

Coffee is an agricultural product. Natural and seasonal variations may occur between crops, growing seasons and roast batches.

We carefully manage crop transitions and may gradually blend coffee from a new season to maintain consistency. A reasonable natural variation in flavour, aroma, appearance or roast characteristics does not necessarily mean that a product is faulty.

This section does not limit your rights where the coffee is defective, contaminated, unsafe, significantly different from its description or otherwise fails to comply with an applicable consumer guarantee.

Change-of-mind exclusions

Unless otherwise agreed, we do not accept change-of-mind returns for:

• opened food, coffee or consumable products, except under our Coffee Satisfaction Promise;
• personalised or custom-made products after production has commenced;
• products damaged, altered or used after delivery;
• products that cannot be resold for health or hygiene reasons once opened; or
• products clearly identified as final sale for change-of-mind purposes.

These exclusions do not apply where a product is faulty or another Australian Consumer Law right applies.

Order cancellations

Contact us immediately if you wish to cancel or change an order.

Where an order has not been packed or dispatched, we will make reasonable efforts to cancel it and issue a refund.

We cannot guarantee that an order can be cancelled after it has entered packing or dispatch. Once dispatched, the order may need to be handled as a change-of-mind return unless it is faulty, damaged or incorrectly supplied.

Custom or personalised orders may not be cancellable after production has commenced, subject to your rights under the Australian Consumer Law.

How refunds are paid

Approved refunds will generally be processed within seven business days after:

• we receive and assess the returned product;
• we confirm that a return is not required; or
• we otherwise approve the refund.

Refunds will normally be issued to the original payment method unless you agree to another method.

Your bank, card issuer, PayPal or other payment provider may require additional time to display the refund in your account after we have processed it.

For change-of-mind returns, original delivery charges and return-postage costs are not refundable.

For products that do not comply with the Australian Consumer Law, we will refund or reimburse delivery, return and other costs to the extent required by law.

Proof of purchase

We may ask for reasonable proof that the product was purchased from Jaques Coffee.

Proof of purchase may include:

• a Shopify order number or order-confirmation email;
• a receipt or tax invoice;
• a credit- or debit-card statement;
• a payment-provider record; or
• another record reasonably demonstrating the purchase.

Returns process

Please do not send a return before contacting us.

Contact our team using the details below. We will provide a return authorisation and advise whether the item should be:

• returned using a supplied postage label;
• returned by Australia Post;
• returned to a physical address;
• retained or safely disposed of; or
• handled in another agreed way.

Unless we provide different instructions, postal returns may be addressed to:

Jaques Australian Coffee
PO Box 502
Mareeba QLD 4880
Australia

Please package returned products carefully. We are not responsible for change-of-mind returns that are lost or damaged before reaching us, so tracked postage is recommended.

Contact us

For returns, refunds, replacements or other product concerns, contact:

Jaques Australian Coffee

Email: support@jaquescoffee.com
Telephone: +61 7 4093 3284

Please include your order number and a brief explanation of the issue.