Refund policy

Last updated: October 20, 2026

Returns & Refunds

Change-of-Mind Returns

Ground Up Coffee Co. does not accept returns, refunds or exchanges for change of mind, accidental selection or personal taste preferences. Please check your order carefully before purchasing.

This policy does not limit your rights under Australian Consumer Law.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, leaking or incorrect, or you believe a product is faulty, unsafe or not as described, please email c.pantsos@groundupcoffeeco.com.au as soon as reasonably possible.

Please provide your order number or other proof of purchase, a description of the issue and photographs where available. Photographs help us assess your claim but are not a condition of your consumer rights.

Do not consume a product that appears unsafe, contaminated or has a damaged seal.

Returns and Assessment

Please contact us before arranging a return so we can provide safe handling and return instructions. Do not post broken glass or leaking bottles.

Original packaging and an unopened bottle are not required to claim a remedy for a product that fails to meet consumer guarantees.

If a return is necessary and the problem is confirmed, we will cover reasonable return costs. Where appropriate, we will arrange collection.

Refunds and Replacements

We may assess the product before providing a remedy.

For a major failure, you may choose a refund or replacement. For other failures, we will provide the remedy required by Australian Consumer Law.

Refunds will be made to the original payment method unless otherwise agreed. Your financial institution may require additional processing time.

Any replacement alcohol will be supplied and delivered subject to applicable liquor laws, including age-verification and delivery restrictions.

Australian Consumer Guarantees

Our goods come with guarantees that cannot be excluded under 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact

For returns, refunds or assistance with an order, email c.pantsos@groundupcoffeeco.com.au