Refund policy

CHANGE OF MIND PURCHASES

 

Two 14 Coffee Company offers premium coffee products, and as coffee is a perishable item, we do not offer exchanges or refunds for change of mind purchases on any coffee product. However, we may be able to assist depending on your concern, and we encourage you to contact us to discuss your specific situation.

We do not offer refunds for change of mind purchases on non-perishable items and/or products unless the item is faulty or has been shipped and subsequently received as a result of a Two 14 Coffee Company error.

We are happy to work with customers to exchange non-perishable products in instances where the product is no longer suitable. To assist us in processing your exchange, we encourage you to get in touch with us using the form below. In instances where you are shipping the product back to us, we strongly encourage customers to retain a record of shipping/postage details.

Return shipping costs back to Two 14 Coffee Company will be the responsibility of the customer in this case. Please note: returns are only accepted with prior approval from Two 14 Coffee Company, where a return authority number will be issued. Returns must be made within 30 days of the invoice date.

A 15% restocking fee applies, and the item must be unused, with packaging in new condition.

Please send returns to:

TWO 14 COFFEE COMPANY
ATTN: RETURNS / Ref: Your Original Order Number

Unit 1/21 Ullswater St
Virginia QLD 4014

For all other inquiries, please contact us.

 

REFUND & RETURN POLICY

 

Two 14 Coffee Company is proud to offer our customers premium fresh coffee and high-quality products at competitive prices.

To ensure customers are happy with their purchase, the Two 14 Coffee Company team offers refund or exchange options on selected full-price non-consumable/non-perishable products & items. Items listed as “On Sale” can only be exchanged depending on stock availability.

Please note that coffee is a perishable item, and no refunds or exchanges for change of mind or incorrect items ordered by the customer will be provided.

To be eligible for return, a product:

  • Must be a non-perishable item,

  • Must be in its original condition, meaning that packaging must be intact, unopened, and saleable,

  • Must not have been used,

  • Must be returned within 30 days of purchase.

Our returns policy is valid for 30 days from receipt of your product. If there is ever a problem, please ensure you contact us within that period regarding any issues or concerns about your order. All refunds are made directly to the method of original payment.

FAULTY ITEMS We apologise for any inconvenience caused. We review every faulty item in detail and follow up with our suppliers to continuously improve our processes. Your feedback is valuable and appreciated.

Faulty items can be returned for a refund or replacement (depending on stock availability). To help us process your faulty item promptly, please include the following information:

  • Full Name

  • Contact Number

  • Order Number

  • Brief Description of Issue

INCORRECT ITEMS RECEIVED Occasionally, errors happen. The two most common mistakes we encounter are:

  1. Two 14 Coffee Company has mistakenly sent you an incorrect product or item.

  2. The customer has accidentally ordered the wrong product or item.

In instances where Two 14 Coffee Company has mistakenly sent you the incorrect product or item: Firstly, we apologise for the inconvenience caused. If the wrong product has been shipped to you (i.e., the item received doesn’t match the product information on your order invoice), Two 14 Coffee Company will replace the item with the original ordered product (as detailed on your invoice) and ship it to you at our expense (unless a refund has been requested).

We may also request the incorrectly received product be returned to us, in which case we will cover the postage costs. This will be determined on a case-by-case basis, and we’ll let you know if this applies to you.

Please be assured that all pick-and-pack errors are followed up to continuously improve our supply chain, so details on the items incorrectly received are very valuable to our team.

If you have received incorrect items, please email us so we can correct the situation quickly.

If you have requested a refund, we aim to process refunds within 7 business days of agreeing on a solution with you.

In instances where a customer has accidentally ordered the wrong product or item: If you realise you’ve made an error upon receiving your order, we encourage you to contact us as quickly as possible. Unfortunately, as coffee is a perishable item, we may not be able to assist in all cases. However, the Two 14 Coffee Company team will do its best to find a solution that works for everyone involved.

If you’ve noticed a mistake immediately after placing your online order and/or before receiving your items, please contact us as quickly as possible in case we’re able to catch it before shipping commences.

Please be aware that all matters relating to customer purchase/order errors will be at the discretion of Two 14 Coffee Company Management in accordance with relevant ACCC guidelines.