SHIPPING & RETURNS

SHIPPING & RETURNS

SHIPPING WITHIN AUSTRALIA

 

COVID-19 Delivery Update

Dear customers,

Our Shipping service has experienced a significant increase in demand (and subsequently, delays). Due to various State Government’s COVID safe restrictions, most mail processing facilities have had to make additional changes in their processing and deliveries workforce.

Due to a significant increase in demand and COVID safe restrictions in our couriers’ warehouses you may notice find that your parcel takes longer to get to you. If youre ordering with us online, please allow an additional three days for delivery.

We recommend keeping track of your parcels with the tracking details from your shipment confirmation email using the named courier’s website and app, as it will provide you with the most accurate guidance on estimated delivery dates, as well as any delays while your parcel is in transit.

 

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We dispatch daily (Monday to Friday). All orders will leave the warehouse within 2 business days. 

All standard orders in Australia, unless requested otherwise by you prior to purchase, are sent by Australia couriers without Insurance or tracking.

 

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

Insurance is available at an extra cost on all delivery services. We will not cover any loss of goods that are not insured.

 

You must inspect the goods immediately upon their arrival and if the goods are not in accordance with the specified requirements then you must give notice to us within 3 days of receipt of the goods. If you fail to give such notice, the goods must be deemed to be in all respects in accordance with the specified requirements. No claim must be recognised unless made in writing and received by us within 3 days after receipt of the goods by you.

 

SHIPPING OUTSIDE OF AUSTRALIA 

 Any items shipped outside of Australia are shipped at the buyers liability. Cafetal Coffee Roasters takes no responsibility for orders lost in transit when posting internationally.

Standard International Orders, unless requested otherwise by you prior to purchase, are sent by an available courier/Airmail without insurance. Goods tracking is not always available.

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or which in any event is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

Insurance is available at an extra cost on all delivery services. We will not cover any loss of goods that are not insured.

 All customs / import fees / taxes and duties are the responsibility of the customer.

Freight charges for your order vary depending on your location and the weight of the order. Please check out the rate for your order at the checkout.

 

INCORRECT ADDRESSES

 It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense. If requested, we will provide you with an estimated date for delivery of all parcels. While we make every effort to deliver by this time, all dates specified are estimates only. We have aligned ourselves with delivery companies who we believe will do their best to deliver products in the best condition and by the estimated delivery date.

 

PARCEL DOES NOT ARRIVE

 It is the responsibility of the customer to inform Cafetal Coffee Roasters if an order does not arrive. Once we learn an order has not arrived by the due date, we will lodge enquiries with the delivery company to ensure delivery occurs as soon as possible. We will not be held liable for any loss or damage resulting from late delivery.

Please note that if an item has been lost in transit, we will not dispatch a replacement item immediately. Replacement items will be dispatched solely at our discretion.

As a guide only, our couriers attempt to deliver to business or home addresses Mon-Fri between 9am and 4pm. Unfortunately, we are unable to give you a guaranteed time of delivery.

 Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from a late delivery. Late delivery does not constitute a failure of our agreement and does not entitle you to cancellation of an order.

 Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.

 

 RETURNS AND EXCHANGES POLICY

 Change of mind returns and exchanges must be requested within 3 days of delivery and will be approved at the discretion of Cafetal Coffee Roasters. In the case of a change of mind return, Cafetal Coffee Roasters will issue a credit note and not a refund. All associated shipping will be at the customers expense.

We do not accept returns of roasted coffee or Panela (unless the product if faulty).

 Exchanges are possible if the item is available. We can only exchange faulty items for the same product, or at our discretion an equivalent product. If you wish to exchange, please make your request clear when you email us about the fault.

Where possible items may be repaired but only where such items are deemed faulty and suitable for repair. Repaired items are shipped free of charge to you if the product is deemed faulty, once our supplier complies and agrees with its warranty.

We strongly advise all customers to check items thoroughly upon delivery before removing any original packaging and before disposing of any original packaging.

Please note that we do not accept liability for goods that are not returned via registered post service or signed courier.

 

HOW TO PROCEED IF YOU WISH TO RETURN OR EXCHANGE:

 In order to facilitate the return of your item, you must email us at sales@cafetalroasters.com.au within 3 days of receiving your order. Goods must be returned within 3 days of the date you advise of the intended return.

Exchanges received outside of the above time frames are subject to product availability and the customer will incur any shipping costs for such exchanges. Acceptance of Returns and Exchanges outside of the stated time frame will be at the discretion of Cafetal Coffee Roasters.

The return of any stock must be accompanied by the following information: customer name, address, invoice number, claim amount, reasons for return and a RETURN AUTHORISATION NUMBER which you will be given when you contact us to request a return.

Please note that we do not accept liability for returned goods if you do not return them to us via registered Post service or a signed courier.

Cafetal Coffee Roasters will not accept returns for any non-faulty items that have been used and are without original packaging. Upon receipt of an order, if any item has been received without packaging, the customer should notify us (by email) on the same day if they wish to return or exchange.

RECEIVING A REFUND

 Credit Notes and Refunds will be issued within 7 days of products being returned, which can be used against future purchases at www.cafetalroasters.com.au and are valid for 6 months from date of issue.

 Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside Australia.

Refunds for faulty items will be made within 30 days of the date of return. All undamaged, correctly returned products will be credited to the customer’s bank account or credit card including GST for all Australian shipments excluding shipping charges.

 

Visit our roastery and café!

Monday to Friday

06:30AM -12:30PM

Saturdays

07:00AM - 12:30 PM

Sundays - Closed

Contact

Phone

(07) 2104 7998

Address

15 Overend Street, East Brisbane
QLD, 4169

Brisbane - Australia