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!
Can I return unused products?
We can refund or exchange most unused items (in original 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 arrange a RMA Number for your return. 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.
Goods exempt from being returned: Perishable goods (such as coffee), gift cards, health and personal care items.
For products purchased via our official stockists, please contact the stockist directly for their return/exchange policy regarding your 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.
You've made a positive choice for the future of our planet, 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?
We take extreme care in ensuring our goods are produced at the highest quality. However, 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 provide replacements for faulty components, or alternatively we may arrange for you to return the product for testing. We will honour replacements on faulty product for up to 30 days post purchase date. 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.
Refunds cannot be issued for capsules used with non-compatible machines or "multi-capsule" machines. The customer is responsible for checking their machine model and product compatibility before making a purchase.
How do I ship my approved return to you?
If you're required to send us your return, please include your:
• Your RMA Number (please contact us to arrange this at info @ cremajoe.com.au)
• A print-off of your Crema Joe purchase confirmation email (or your contact details and order number)
Please note: Any returns sent back to us without the enclosed paperwork will not be accepted. Our Quality Assurance Team will need to wait to receive and match your RMA to your order if this detail is not included with your parcel. Please ensure you enclose the above items so that we can identify you and provide a resolution as quickly as possible.
All returns instructions are provided in your RMA confirmation email.
The customer is responsible for 100% of the return / change of mind / exchange shipping costs. We suggest using a tracked service, as we cannot be responsible for the parcel if it goes missing. 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.
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 store credit to value of the return. Once the returned item is received, your store credit details will be supplied - no hassle!
How long does the refund process take?
As soon as the product is received at our warehouse, it is inspected by our Quality Assurance team to confirm that it fits within our Returns Policy. This quality check may take up to 2 weeks, though generally less.
Then, 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, usually within 3-4 business days.
Depending on where you live, transit times for exchanged product (if applicable) may vary.
Typically when we process a refund, it can take 5-10 business days to be issued to your account dependant on your financial institution. 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?
If you would like to return a sale item, our standard Returns Policy applies.
Ex-demo stock may have slight markings, or slightly damaged packaging. All sales of ex-demo stock are final, so please ask us if you have any questions before purchase.
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 assessment process applies in order to process a refund.
Can I return gift, bonus or bundled items?
Where product is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus, or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part).
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund. If a bundle contains an item exempt from being returned (such as coffee), the full value of the exempt item will be deducted from any available refund.
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Crema Joe. These guarantees are called Consumer Guarantees. Retailers don’t have to give you a refund or exchange if you simply change your mind. The ACL does not guarantee a remedy (i.e. a refund or replacement) if you no longer want or need a product or service you bought. This is the case even if your circumstances have changed, you have no use for what you purchased, you made a mistake or you found you can buy the product cheaper elsewhere. Our change of mind Returns Policy applies in addition to, and does not affect, your rights under the Consumer Guarantees which apply under the Australian Consumer Law.
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer for it to be assessed within a reasonable period of time. If the goods have a major defect, you may seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If a failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time. You will be responsible for returning the product. You are entitled to recover reasonable postage costs if the product is confirmed to have a defect. In the case of faulty product, you do not have to return products in the original packaging.
Where an item is misused, neglected or abnormal used, Crema Joe will not provide a refund, exchange or repair. If the product is found not to have a problem, you may be required to pay for transport or inspection costs (an estimate of these costs can be provided).