Refund policy

Return & Refund Policy

Thank you for shopping with captncoffee.

This Return & Refund Policy explains the conditions and procedures applicable to returns, exchanges, damaged or defective products, incorrect products, and refunds for purchases made through https://captncoffee.shop.

Our primary sales market is the United States.

Store Information

Store Name: captncoffee
Website: https://captncoffee.shop
Email: info@captncoffee.shop
Phone: +61 2 4985 0534

Business Address:
76 Fowler Rd
Merrylands, NSW
Australia

Return Address:
76 Fowler Rd
Merrylands, NSW
Australia

Return Window

Customers may request an eligible return within 30 business days after receiving the product.

The return period begins on the date the applicable shipping carrier records the shipment as delivered.

Customers must contact us within the applicable 30-business-day period to begin a return.

Requests submitted after the return period may not be accepted unless otherwise required by applicable law.

How to Request a Return

To request a return, contact:

info@captncoffee.shop

Please provide:

  • Your order number;

  • Your full name;

  • The email address associated with the order;

  • The product you wish to return;

  • The reason for the return;

  • Photographs or videos where the product is damaged, defective, incorrect, incomplete, or materially different from what was ordered.

Please wait for return instructions before sending any product back.

Returns sent without following the provided return instructions may experience processing delays.

Return Eligibility

For a standard return, products should generally:

  • Be requested for return within 30 business days after delivery;

  • Be unused;

  • Be clean;

  • Be in substantially original condition;

  • Be free from customer-caused damage;

  • Include all supplied components and accessories;

  • Include manuals where applicable;

  • Include original packaging where reasonably possible.

Coffee Machines

Coffee machines should generally be returned unused and clean.

Products that have been used with coffee, milk, water, syrups, cleaning solutions, or other consumable materials may not qualify for a standard change-of-mind return.

This does not affect customer rights relating to defective, damaged, incorrect, or materially misdescribed products.

Coffee Grinders

Coffee grinders should generally be returned unused and free from:

  • Coffee beans;

  • Coffee grounds;

  • Coffee oils;

  • Food residue;

  • Customer-caused damage.

Products damaged through misuse, unauthorized modification, or improper operation may not qualify for a standard change-of-mind return.

Coffee Preparation Equipment

Coffee preparation equipment and accessories should generally be returned unused, clean, complete, and in substantially original condition.

All supplied components and accessories should be included where reasonably possible.

Change-of-Mind Returns

Eligible customers may request a return for reasons including:

  • Change of mind;

  • Product no longer required;

  • Incorrect customer selection;

  • Size or space concerns;

  • Style or design preference.

The product must still meet the return eligibility requirements described in this policy.

Damaged, Defective or Incorrect Products

Please contact us promptly if you receive:

  • A damaged product;

  • A defective product;

  • An incorrect item;

  • An incomplete product;

  • A product with missing components;

  • A product materially different from what was ordered.

We may request photographs, videos, serial information, or other reasonable supporting information.

If the issue is confirmed to have resulted from our error or a product defect, we will provide an appropriate remedy.

Return Shipping Costs

For confirmed damaged, defective, incorrect, or incomplete products caused by our error, captncoffee will cover reasonable return shipping costs where applicable.

For eligible returns based on change of mind, incorrect customer selection, dimensions, compatibility, or personal preference, the customer is generally responsible for return shipping costs unless applicable law requires otherwise.

The applicable return shipping arrangement will be communicated before the product is returned.

Return Method

Returns are generally handled by mail or another appropriate carrier service.

Unless another approved return destination is provided, eligible returns should be sent to:

captncoffee
76 Fowler Rd
Merrylands, NSW
Australia

Customers must contact us before sending a return.

Where reasonably available, we recommend using a trackable shipping method and retaining proof of shipment.

Return Inspection

After receiving a returned product, we may inspect:

  • Product condition;

  • Packaging;

  • Included components;

  • Accessories;

  • Evidence of use;

  • Customer-caused damage;

  • Product completeness;

  • Return eligibility.

We will notify the customer after the return has been reviewed.

Refund Method

Approved refunds will be returned to the original payment method used for the purchase.

Refund Processing Time

Once a refund has been approved, captncoffee will process the approved refund within 7 business days.

The approved amount will be returned through the original payment channel used for the purchase.

After we issue the refund, the customer's bank, card issuer, or payment provider may require additional processing time before the funds appear in the customer's account.

Refund Amount

An approved refund will ordinarily include the eligible purchase amount of the returned product.

Any additional refundable amount will depend on the reason for the return, transaction circumstances, and applicable law.

Exchanges

Customers wishing to request an exchange should contact:

info@captncoffee.shop

Exchange availability depends on inventory.

If an exchange cannot be provided, an eligible customer may return the original product and place a new order.

Order Cancellation

Customers wishing to cancel an order should contact us as soon as possible.

We will make reasonable efforts to cancel an order before fulfillment begins.

Once an order has entered fulfillment or has shipped, cancellation may no longer be possible. Customers may instead follow the applicable return procedure after delivery.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or restrict mandatory consumer rights that cannot legally be waived.

Contact Us

captncoffee
Email: info@captncoffee.shop
Phone: +61 2 4985 0534

76 Fowler Rd
Merrylands, NSW
Australia