Refund Policy

Refund Policy

Effective Date: 26 August 2025
Last Updated: 26 August 2025

1. Business Information

Business Name: Bear Coffee Pty LTD
ABN: 67 668 276 462
Email: info@360espressoonline.com.au
Phone: 0452 293 886
Address: 29 Belmore St, Burwood NSW 2134, Australia

2. Australian Consumer Law Rights

Your rights are protected under Australian Consumer Law. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

3. Our Return Policy

At Bear Coffee, we want you to be completely satisfied with your purchase. If you're not happy with your coffee products, we offer the following return options:

3.1 Return Timeframe

  • 30 days from the date of delivery for unopened products
  • 14 days from the date of delivery for opened products (if quality issues)
  • Products must be in original packaging where possible

3.2 Eligible Returns

You can return products if:

  • The product is defective or damaged upon arrival
  • The product is not as described
  • You received the wrong product
  • The product has quality issues (stale, off-taste, etc.)
  • You're not satisfied with your purchase (unopened items only)

3.3 Non-Returnable Items

For hygiene and quality reasons, we cannot accept returns of:

  • Coffee products that have been opened and used (unless defective)
  • Custom or personalized items
  • Gift cards or digital products

4. How to Return Items

To initiate a return:

  1. Contact us within the return timeframe at info@360espressoonline.com.au or 0452 293 886
  2. Provide your order number and reason for return
  3. We'll provide you with return instructions and a return authorization if required
  4. Package items securely in original packaging where possible
  5. Send items to our return address (provided in return instructions)

5. Return Shipping

  • Defective/Wrong Items: We pay return shipping costs
  • Change of Mind: Customer pays return shipping costs
  • Return Address: 3 kawana Place, Bangor, NSW
  • We recommend using tracked shipping for returns
  • Bear Coffee is not responsible for items lost in return transit

6. Refund Processing

6.1 Refund Timeframe

  • Refunds are processed within 5-7 business days after we receive your returned item
  • It may take an additional 3-5 business days for the refund to appear in your account
  • Processing times may vary depending on your bank or payment provider

6.2 Refund Method

  • Refunds are issued to the original payment method used for purchase
  • Credit card refunds are processed back to the original card
  • PayPal refunds are processed back to your PayPal account
  • If original payment method is unavailable, we may issue store credit

6.3 Refund Amount

  • Full purchase price for defective or incorrect items
  • Purchase price minus return shipping for change of mind returns
  • Original shipping costs are non-refundable unless the return is due to our error

7. Exchanges

We offer exchanges for:

  • Different coffee varieties or grind sizes
  • Size exchanges (where available)
  • Defective items

Contact us at info@360espressoonline.com.au to arrange an exchange.

8. International Orders

  • International customers are responsible for return shipping costs
  • Customs duties and taxes are non-refundable
  • Processing times may be longer for international returns
  • Some international locations may have different return policies due to local laws

9. Damaged or Lost Packages

  • Report damaged packages within 48 hours of delivery
  • Provide photos of damaged packaging and products
  • We'll work with shipping carriers to resolve issues
  • Replacement or refund will be provided for confirmed damage

10. Quality Guarantee

We guarantee the freshness and quality of our coffee products. If you receive coffee that is:

  • Past its best-by date
  • Stale or has an off-taste
  • Not properly sealed or packaged

Contact us immediately for a full refund or replacement.

11. Refund Delays

If you haven't received your refund within the expected timeframe:

  1. Check with your bank or credit card company
  2. Contact your payment provider (PayPal, etc.)
  3. If still unresolved, contact us at info@360espressoonline.com.au with your order details

12. Contact Information for Returns

For all return and refund inquiries:

Bear Coffee Pty LTD
Email: info@360espressoonline.com.au
Phone: 0452 293 886
Return Address: 29 Belmore St, Burwood NSW 2134, Australia
Business Hours: Monday-Friday 9AM-5PM AEST

13. Dispute Resolution

If you're not satisfied with how we've handled your return or refund:

  1. Contact us first to discuss the issue
  2. If unresolved, you may contact the Australian Competition and Consumer Commission (ACCC)
  3. You may also seek assistance from your state's fair trading office

Note: This refund policy is in addition to your rights under Australian Consumer Law and does not limit or exclude any rights you may have under that law.

This policy was last updated on 26 August 2025. We reserve the right to update this policy at any time. Changes will be posted on our website.