Can I return unused products?
Sometimes things don’t quite work out. We get it, and in the unfortunate circumstance that you need to return your unused products, our customer service reps (who are fully trained, happiness ninjas) will try to make the process as quick and easy as possible!
We can only refund or exchange unused items in a re-saleable condition, within 14 days of receipt of goods. To be eligible for a return, items must be:
• accompanied by the official invoice / packing slip
• contain the original instruction brochure inside (if applicable)
• in the original, undamaged packaging
• in the same condition that it was received in
Please contact our customer service team or at info @ cremajoe.com.au to advise of a product return. A return must be requested within 7 days of receiving your order. You should then return your item(s) within 7 calendar days of receiving delivery return details. Partial refunds or exchanges may be granted in the following situations: Any item not in its original condition (damaged or missing parts for reasons not due to our error), any item that is returned more than 14 days after delivery.
If your Crema Joe product was purchased via one of our stockists, it will need to be returned to the original place of purchase.
I've changed my mind about the product I've been using. Can I return it?
Coffee capsules are food storage items - we can only accept returns of unused items, or by reason of manufacturing fault. Refunds cannot be issued for capsules used with non-compatible machines or "multi-capsule" machines. Other goods exempt from being returned: Perishable goods (such as coffee), gift cards, health and personal care items.
You've made a positive choice for our planets future, and it's important to us that you continue to brew more sustainably. Whilst getting to know your new eco-friendly products (and moving away from the uber-convenience of disposable) we are here to help!
For tips and information on perfecting your brew with reusables, please see the Troubleshooting section of our Help Centre.
I think my product is faulty, what should I do?
If you believe your product to be faulty, please contact us and include the following details:
• photos showing the issue
• a video of the issue if applicable
• order number
Hold onto your product, as we can replace faulty components, or alternatively we may arrange for you to return the product for testing. If a product testing assessment deems the product faulty, you will be reimbursed for the return postage expense and offered replacement components or a complete product replacement if applicable. If the issue is found to be due to product usage, we will return the product to you - you will be liable to cover any related inspection costs and the additional incurred postage expenses.
How do I ship my approved return to you?
Approved returns should be mailed to: P.O. Box 298, Kerrimuir, Victoria, Australia 3129.
If you're required to send us your return, please include your contact details, including the order number, name, email address and phone number with your goods so that our team can assist you as quickly as possible.
It is up to the customer to consider using trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
The customer is responsible for 100% of the return / change of mind / exchange shipping costs. Shipping costs are non-refundable. For all orders that received free shipping, the purchase price of the order will be refunded less a flat $10 restocking fee. This fee covers admin and processing costs for returns.
Depending on where you live, transit times for exchanged product (if applicable) may vary.
I'd like to exchange a gift I received, how do I do that?
We'd be happy to help! If the item was marked as a gift when purchased and shipped directly to you, we will provide a discount code to value of the return. Once the returned item is received, a credit code will be supplied - no hassle!
How long does the refund process take?
Great question! Once a returned item is received and inspected, approved refunds / partial-refunds will be actioned and processed via the original method of payment, store credit code, or (if applicable) the exchange process will be finalised.
Typically when we process a refund, it can take 5-10 business days to be issued to your account. You will usually see the credit on your statement within 10 business days of the refund being issued.
If you're having trouble locating the credits portion on your statement to confirm if the credit is there, or it has taken longer than 10 business days to post to your account, we recommend getting in touch with your bank.
If this has been done and the refund is yet to be received, please email us and we'll do our best to help!
Can I get a refund on a sale item or demo stock that I purchased?
Only full priced items may be refunded - sale items or seconds / ex-demo stock cannot be refunded.
Do you offer refunds or exchanges for international orders?
We offer refunds only for international order faulty items (we do not offer exchanges in this case). Our standard investigation process applies in order to process a refund.