Cancellation Policy

Effective Date: 1 January 2026

At BEAR COFFEE PTY LTD, we understand that customers may sometimes need to cancel their orders. This Cancellation Policy outlines eligibility, procedures, and responsibilities to ensure transparency and a smooth process.

1. Cancellation Eligibility

Time Frame for Cancellations

  • Orders can be cancelled within 24 hours of placement.
  • This window applies before the order has been processed or shipped.

Orders Already Processed or Shipped

  • Orders that have been processed for packing or shipped cannot be cancelled.
  • Customers must follow the Return & Refund Policy after delivery to request a refund.

International Orders

  • The same 24-hour cancellation policy applies to both domestic and international orders.
  • Once the order is dispatched internationally, cancellations are no longer possible.

2. How to Request a Cancellation

Contact Information

Required Details

  • Order number
  • Full name
  • Email address used for the order
  • Reason for cancellation (optional but helps us improve our service)

Acknowledgement

  • You will receive a confirmation email once your cancellation request has been received and approved.
  • Orders without confirmation are not considered cancelled.

3. Refunds for Canceled Orders

Refund Method

  • Refunds for cancelled orders are issued to the original payment method used during purchase.

Processing Time

  • Refunds are typically processed within 7 business days (Mon - Sat) after the cancellation is confirmed.
  • Bank or payment provider processing times may vary.

No Hidden Charges

  • No cancellation fees are applied.
  • Customers are not charged for restocking or handling for orders cancelled within the eligibility window.

4. Customer Responsibilities

  • Submit cancellation requests within 24 hours of placing the order.
  • Provide accurate order and payment details in the cancellation request.
  • Monitor the confirmation email to ensure cancellation has been successfully processed.

5. Our Responsibilities

  • Respond to cancellation requests promptly within business hours 9:00 AM - 5:00 PM (Mon - Sat) (GMT+10:00) Australian Eastern Standard Time (Melbourne).
  • Confirm the cancellation via email within 24 hours of the request.
  • Process refunds accurately and promptly.
  • Provide assistance if there are any issues with the cancellation or refund.

6. Orders Not Eligible for Cancellation

  • Orders that have already been processed, packed, or shipped.
  • Orders that are customised, personalised, or made-to-order (unless defective).
  • Orders where payment issues or fraud investigations prevent immediate cancellation.

Customers in these cases must use the Return & Refund Policy after receiving the product.

7. Transparency and Assurance

  • Cancellation requests are handled fairly and promptly.
  • Customers are informed of the status of their cancellation and refund via email.
  • There are no hidden fees or penalties for eligible cancellations.

8. Partial Cancellations

  • Customers may request to cancel part of an order (specific items) within the 24-hour window.
  • Items already processed or shipped individually cannot be cancelled.
  • Refunds for partially cancelled orders are calculated only for the cancelled items, and the remaining order continues to be processed and shipped.

9. International Order Cancellations

  • International orders are subject to the same 24-hour cancellation policy.
  • Once the order is shipped internationally, cancellations are not possible.
  • Customers are responsible for following the Return & Refund Policy if the order has already been dispatched.
  • Customs clearance, import duties, and taxes cannot be refunded if the shipment has already left Australia.

10. Orders with Multiple Shipments

  • If an order is shipped in multiple packages, cancellation can only apply to packages not yet dispatched.
  • Once any package is shipped, the customer must wait until delivery to initiate a return for that package.

11. Payment Holds and Verification

  • Certain payment methods may require verification before processing the order.
  • During verification, cancellations may be temporarily delayed until the payment is approved.
  • Customers will be notified immediately if additional verification is required.

12. Contact & Support for Cancellations

For all cancellations, contact:

Registered Company Name: BEAR COFFEE PTY LTD 

ACN: 668 276 462

ABN: 67 668 276 462

Registered address: Unit 4/1 Bluegum Way, Menai, NSW, 2234, Australia

Email: info@bearcoffeemachine.com.au

Phone: +61 452 293 886

Live Chat: Available on the website

Business Hours: Monday–Friday: 9:00 AM–5:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Saturday: 10:00 AM – 2:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Sunday: Closed

Customers are advised to keep order numbers handy for faster assistance.

13. Special Cases and Exceptions

Customised or Personalised Orders:

  • Cannot be cancelled after placement unless defective or incorrect.
  • Promotional or Discounted Orders:
  • Refunds and cancellations are applied according to the original payment method; promotional discounts may affect refund amounts.
  • Gift Orders:
  • Cancellation requests must include the gift recipient details if different from the purchaser.

14. Policy Updates

  • BEAR COFFEE PTY LTD reserves the right to update this Cancellation Policy at any time.
  • Changes are effective immediately upon posting on the website.

Customers are encouraged to review the policy periodically to stay informed.

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