Refund and Return Policy

Last updated: January 14, 2022

At Ranges Coffee, what we do best is provide our customers with the freshest and finest coffee products on the market at competitive prices.

Our commitment to quality is evident in every cup: from our carefully sourced beans to our expertly crafted blends, and client satisfaction is paramount. However, if something doesn’t go as expected, we’re here to help. After all, we want you to love us and our customer service as much as you do our coffee!

Before ordering, please read this return and refund policy to ensure you understand and agree to our terms.

Eligible Products for Refund and Return

Ranges Coffee offers refunds or exchanges on full-price goods that are non-consumable and non-perishable.

“Sale” or “clearance” items are not refundable but may be exchangeable, depending on available stocks.

Perishable items, like coffee and teas, are excluded from this policy, and we do not offer refunds or exchanges due to change of mind or incorrect orders.

Refund and Exchange Terms

Eligibility for return or exchange requires products are:

non-perishable
in their original condition, including unopened and salable packaging
unused and untampered with
returned within 30 days of receiving your purchase

This policy is valid for 30 days from when you receive your product. If you experience any issues, please get in touch with us within that time frame to discuss any concerns about your order and your return options.

All refunds will be made directly to the original method of payment.

Faulty items

If we’ve sent something unfit for purpose or faulty, we’re sorry for the inconvenience and will review the issue in detail. Your satisfaction is important to us, and we’ll do what we can to make it right.

We’ll either refund or replace (dependent on availability) any faulty item free of charge. In some cases, we may ask for the faulty item to be returned to us, so we can address the issue with our supplier.

To resolve a faulty item issue, emailing us with the following information will help us deal with your matter promptly:

Order number
A brief summary of the fault or damage
Photographic evidence (if available)
Any other information you may have regarding the issue, as well as your full contact details

Incorrect orders or items received

If we’ve sent something different from what you ordered, oooops! We’re so sorry! We dispatch many parcels daily, and sometimes human error can occur.

Most commonly, we’ve noticed order errors occur when either

we’ve mistakenly sent you the wrong product, or
you’ve accidentally ordered the wrong item

If it’s an error at our end, and Ranges Coffee has mistakenly sent you the wrong product firstly, please accept our apology. We’re sorry and understand the disappointment when you’ve received something different from what you were expecting. It’s not what we want our customers to experience, and we’ll do our best to devise a solution that works for all parties.

If the item you’ve received doesn’t match the product information on your order invoice, please let us know as soon as possible.

Unless you request a refund, we’ll replace the item with the originally ordered product (as per your invoice) and ship this to you at our expense
In some cases, we may request the incorrectly received product be sent back to us, but at no cost to you
In the case of incorrect items received, please make initial contact by email so we can take swift action
Should a refund be the agreed outcome, please allow 7 business days for funds to be processed

All feedback is important to us, and any errors such as this are followed up with the team to improve our internal processes.

If it’s a case where you’ve accidentally ordered the wrong item, please get in touch with us as soon as possible. We’ll do our best to help you with a suitable solution, but please be aware that as Coffee is a perishable item, there may be limitations to what we can offer.

if you realise you’ve made a mistake immediately after placing your order, get in touch with us as quickly as possible. We may be able to correct the order before it heads out the door.

Customer relations are important to us, and accordingly, we’ll do our best to resolve any issues as quickly and efficiently as possible within the relevant ACCC guidelines.

If you’ve changed your mind

Ranges Coffee does not offer refunds or exchanges for change-of-mind purchases unless the goods are faulty, or we have made a shipping error.

Where a received non-perishable product is no longer suitable, we’ll happily work with you to reach a mutually agreeable solution.

When returning any items to us, we recommend you use a trackable service with insurance. Ranges Coffee can’t be held responsible for items that don’t arrive back at our warehouse.
In this instance, return shipping is the customer’s responsibility. Prior approval and a returns’ authority number must be included.
The item must be new and in original packaging. A 15% restocking fee is applicable.

Please ship returns to:

Ranges Coffee
Attn: Returns

14 Melba Avenue
Lilydale, VIC 3140

Please note: Ranges Coffee may occasionally contact customers to verify a purchase to deter potentially fraudulent activities. Don’t worry; as soon as confirmed, orders are processed and dispatched promptly.