Refund Policy
Change-of-Mind Returns
We offer a 14-day change-of-mind return policy. This means you have 14 days after receiving your item to request a return if you change your mind or accidentally order the wrong item.
To be eligible for a change-of-mind return, your item must be:
- Unused and unopened.
- In the same condition that you received it.
- In its original packaging, with any original seals intact.
- With all original tags and accessories, where applicable.
You will also need a receipt or other proof of purchase. We may request photos showing the condition of the item, packaging and seals to help assess your request.
Opened coffee and other opened food or beverage products are not eligible for change-of-mind returns. This does not affect your rights if a product is faulty or otherwise fails to meet a consumer guarantee.
How to Request a Return
To request a return, email hello@artecoffee.com.au with:
- Your order number or proof of purchase.
- The item you wish to return.
- The reason for your return.
- Relevant photos, where applicable.
Please contact us before sending an item back so we can provide return instructions. Change-of-mind returns sent without prior approval may not be accepted. Prior approval is not a condition of your rights under the Australian Consumer Law.
Return Shipping
For change-of-mind returns, including where you accidentally ordered the wrong item, you are responsible for arranging and paying for return shipping. Original delivery charges are not refundable for change-of-mind returns.
Please package items securely. We recommend using a tracked shipping service and keeping your proof of postage.
If an item is faulty, damaged or incorrectly supplied by us, please contact us to arrange an appropriate return method. Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will cover reasonable return shipping costs. For products that are large, heavy or difficult to return, we will arrange collection where required by law.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is damaged, faulty or different from what you ordered.
Email hello@artecoffee.com.au with your order details, a description of the issue and photos where practical. We will assess the issue and arrange an appropriate resolution.
The 14-day change-of-mind return period does not apply to claims under the Australian Consumer Law. You do not need to keep the original packaging or leave an item unopened to exercise those rights.
Sale Items and Gift Cards
We do not accept change-of-mind returns on sale items or gift cards, except where otherwise stated.
This exclusion does not affect your rights under the Australian Consumer Law, including rights relating to faulty or incorrectly described products.
Australian Consumer Law
Our products come with consumer guarantees under the Australian Consumer Law that cannot be excluded by this policy.
For a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.
For a minor failure that can be remedied, we will provide an appropriate remedy within a reasonable time. If we cannot do so, you may be entitled to a refund, replacement or another remedy under the Australian Consumer Law.
Nothing in this policy limits or excludes your statutory rights.
Processing Refunds
For change-of-mind returns, we will notify you once we have received and inspected your item and confirm whether it meets the conditions in this policy.
Approved refunds will be processed to your original payment method within 10 business days, unless we agree otherwise with you. Your bank or payment provider may take additional time to make the funds available.
If more than 15 business days have passed since we confirmed your refund, please contact us at hello@artecoffee.com.au.
Contact Us
For questions about returns or refunds, please contact:
Arte Coffee
Email: hello@artecoffee.com.au
Phone: (02) 9807 6033