Returns Policy

What is your store's returns policy?

We aim to sort out any issues you have, and you can always contact us at contact@auscaff.com or via telephone at the number listed at the top of this website. If an error has been made in your order (e.g. a missing or incorrect item) please contact us immediately and we will rectify in our next shipping cycle.

Returns are accepted depending upon some terms and conditions. If a product is faulty immediately then a refund or replacement will be issued once we have received and assessed the item. We offer a further refund or replacement warranty on all of our products, depending on the item. In some cases the item will be replaced with a 'for-like' product depending on availability (we will always liaise with you before doing this).

Australian law provides some guarantees for purchasers regarding faulty items. However, returns are not necessarily allowed if any of the following apply:

The product's condition has been worsened by the use of the product.
There has been significant use of the product.
The product has been used incorrectly.

Our goods 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

ICE caffeine pouches contain food grade ingredients and as such are non-returnable. ICE caffeine pouches are disposable items and as such only a Dead On Arrival (DOA) warranty is provided. Please contact us within 24 hours if anyICE caffeine pouches product is DOA. DOA warranties are only valid if the product has not been opened.

If more than three months have gone by since your purchase, your product reverts to the manufacturer's warranty. Information regarding manufacturer warranties can be found in the product box or on the manufacturer's website, and Aus Caff is happy to assist with these warranty claims.

How do I submit a request for a return?

Faulty Products

Potentially faulty products must be accompanied with the following information:
(1) Your full name and order reference number;
(2) A brief overview of what you wish to return and why you believe it is faulty;
(3) Any steps you have taken to alleviate the fault;
(4) Your desired resolution (refund, replacement, etc.)

(Please note that whether or not you receive a refund or replacement, or any other form of resolution, is at the discretion of Aus Caff. Generally faulty products will be replaced rather than refunded.)

Incorrect Item Received

If we have sent an incorrect item in an order, please notify us as soon as possible and we will rectify the issue. We may or may not request the incorrect item to be returned to us, and this must be in an unused condition and is at our discretion.

Item Arrived Damaged

If your item arrives damaged during transit, please notify us as soon as possible and we will rectify the issue. We may or may not request the incorrect item to be returned to us, and this must be in an unused condition and is at our discretion.

Change of Mind

Change of mind return requests can be made here and are entirely at our discretion. These items must be unused and in their original sealed packaging. Any used change of mind return requests will be rejected.

Ice Caffeine Pouches

As ICE caffeine pouches contain food grade ingredients we cannot accept a return on these items.

All return requests must be accompanied by an explanation of the reason for return as well as supporting images (incorrect item, fault in question, etc.). Return requests without these may be rejected and more information sought. Resolution is at the discretion of Aus Caff.

Submitting a Return Request

Please email contact@auscaff.com with all relevant information, and we will get back to you within 24-48 business hours.

(1) Your full name and order reference number;
(2) A brief overview of what you wish to return and why you believe it is faulty;
(3) Any steps you have taken to alleviate the fault;
(4) Your desired resolution (refund, replacement, etc.)

Will I be reimbursed for the cost of shipping my item back to you?

You will be responsible for the return postage cost of your items in some instances. We will accept the return postage cost of your item to you should it be deemed not faulty, and for any return postage costs of your replacement item should your returned item be deemed faulty.

Am I able to return my item if I've changed my mind about it?

We reserve the right to accept or deny "change of mind" ("buyer's remorse") returns at our sole discretion. These returns will only be accepted if the item is unused and unopened in its original packaging.

When will I receive my refund?

If you are approved for a refund rather than replacement, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 48 hours. Please note that depending on your card issuing bank or method of payment, refunds could take several days to be applied to your account.