Refund policy

Last updated: 4 September 2026

We roast to order and we want you drinking coffee you are happy with. If something is not right, tell us and we will sort it out. This policy explains what you are entitled to and how to make a claim.

Nothing in this policy limits your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to everything we sell, including sale items and discounted items, and they are not limited by the change of mind window below.

If your order arrives faulty, damaged, wrong or not as described

Email hello@karonfarmcoffee.com.au within a reasonable time of receiving your order, with your order number and a photo of the problem. That includes coffee that arrives damaged, split or leaking, a bag ground the wrong way, the wrong coffee, a missing item, or equipment that arrives faulty or stops working.

We will cover the cost of returning the item where a return is needed. Depending on the problem, we will replace the item, repair it, or refund it. For a major failure the choice of a refund or a replacement is yours.

For coffee specifically: if the coffee is not what you expected in the cup, get in touch. We roast it ourselves and we would rather talk it through and get you onto the right roast than have you tip it out.

Change of mind

If you have simply changed your mind, we accept returns within 30 days of delivery, provided the item is unused, unopened and in its original packaging, and you have your order number or receipt.

Change of mind returns exclude the following, for food safety reasons:

  • coffee, tea, chai and drinking chocolate, whether opened or unopened;
  • any other perishable food product; and
  • gift cards.

For change of mind returns you pay the return postage, and the original shipping charge is not refunded. We recommend a tracked service, because we can only refund items that reach us.

Equipment and machines

Espresso machines, grinders and brewing equipment carry the manufacturer's warranty in addition to your Australian Consumer Law rights. If something goes wrong inside the warranty period, contact us first. We service equipment in house and can usually get you running faster than sending the machine away.

Change of mind returns on equipment are accepted within 30 days if the item is unused and in its original, undamaged packaging. Machines that have had water or coffee through them are considered used.

Subscriptions

You can pause, skip, change or cancel your subscription at any time through your account, or by emailing hello@karonfarmcoffee.com.au. Changes take effect from your next scheduled order, so if a charge has already been processed and the coffee roasted, that delivery will still go ahead. There is no cancellation fee and no minimum term.

How to start a return

  1. Email hello@karonfarmcoffee.com.au with your order number and what has gone wrong, plus a photo if the item is damaged or faulty.
  2. We will reply within two business days and tell you whether the item needs to come back to us.
  3. If it does, send it to: Karon Farm Coffee, Shed 5, 10 Builders Close, Wendouree VIC 3355.

Please do not send anything back before contacting us. In a lot of cases we can fix the problem without you posting anything.

Refunds

Once we have approved a refund we process it within five business days, back to the original payment method. Your bank or card issuer may take a further three to five business days to show it. If it has been longer than that, check with your bank first, then email us and we will chase it.

If you paid by Shop Pay, Apple Pay, Google Pay or PayPal, the refund goes back through the same service.

Gifts

If the order was sent to you as a gift, contact us and we will work it out with you directly. Where a refund is due and you were not the purchaser, we will usually issue a store credit to you rather than refunding the person who bought it.

Contact us

Karon Farm Coffee
Shed 5, 10 Builders Close, Wendouree VIC 3355
Email: hello@karonfarmcoffee.com.au
Phone: 0493 431 705