Refund policy

We guarantee goodness in every coffee, so if you’re at all unhappy with your coffee, give us an email and we’ll do our best to sort it out. Our contact details are hello@feindcoffee.com, and we’re just itching to help. Or read more about how our returns work below. 



The ‘Feind 100% Goodness Guarantee

At ‘feind we want you to enjoy your coffee. And of course we want you to keep coming back for more, and to tell your friends about us. 

Every coffee that we sell has a cup score of 80 points or above on the Q Grade scale. In non-coffee terms, that basically means that the quality of the coffee is really high, and you’re guaranteed to get a good cup. That’s why we have our Goodness Guarantee.

With that said, we only sell coffees that we have tried and love ourselves, so WE think the coffees are awesome, but everyone has their own tastes. So if you’re not happy with a coffee you order from ‘feind, and it’s been less than 1 month since delivery, let us know. Our team of coffee experts will chat with you and provide multiple tips on how to enhance your brew and experience.

If this fails and you still do not love it, If you’ve had less than 50% of the bag, we will organise with you for it to be shipped back to us. 

In any case, if you get a coffee you’re just not buzzing, please contact us. We really do want you to be 100% happy and feeling that goodness. In fact, we guarantee it. 

 

I want to return my coffee, what do I do? 

Once you get in touch, 3 things will happen: 

  1. One of our resident coffee experts will find out what you didn’t love about the coffee and will help provide some further tips to enhance your brew.
  2. If that doesn't work, we will organise a return shipping label for you to send your coffee back to us.
  3. Once your coffee is on the way back to you we will either give you 110% store credit for something else or a full refund. The choice is yours.

Incorrect/Faulty/Damaged Items

In the unlikely event that your order has been damaged on the way to you, or you have simply received an incorrect item in your order or it does not match the product description we will help to get this sorted for you as quickly as possible.

Please notify us via hello@feindcoffee.com or using the contact form online within 3 business days of receiving your order of any discrepancies or damaged products and we will begin the hassle free return process.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.  Damaged items are subject to the following conditions:

  • If an item is damaged on arrival and the fault/damage amounts to a major failure of the product you are entitled to a refund or a replacement of the product.
  • If the item fails to be of acceptable quality but the failure does not amount to a major failure you are entitled to have the item repaired or replaced. 'Feind Coffee will determine the extent of the failure once assessed by a team member.
  • Faulty/damaged items being returned must include a copy of the receipt/invoice for the order.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. 'Feind Coffee adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

We’re Here to Help

If you have any questions or concerns about whether your item/s meet the above criteria, please contact us, we are happy to help.  We recommend sending any returns via registered post or tracked courier as we do not accept responsibility for lost items.

Upon receiving your return we will assess your item/s and contact you to confirm we have received and processed your return. Returns are processed within 3 business days of receiving your parcel at our warehouse and we will notify you via email once your return has been completed.

You can always contact us for any concerns regarding your order at hello@feindcoffee.com.