Refund and Return Policy
Refund Policy of New Guinea Coffee Company Pty Ltd
This Refund Policy (“Policy”) applies to the following purchases: purchases through
www.newguineacoffee.com
1. General
(a) We offer refunds, repairs and replacements in accordance with the Australian
Consumer Law and on the terms set out in this Refund Policy (“Policy”).
(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under
the Australian Consumer Law
(c) Before making a purchase, please read this Policy so that you can understand
your rights and what you can expect from us if you are not satisfied with your
order.
2. Australian Consumer Law
(a)
Under the Australian Consumer Law:
(i)
Our goods and services come with guarantees that cannot be
excluded under the Australian Consumer Law. For major failures
with the service, you are entitled
(A) to cancel your service contract with us; and
(B) to a refund for the unused portion, or to compensation for
its reduced value.
(ii) You are also entitled to choose a refund or replacement for
major failures with goods. If a failure with the goods or a service
does not amount to a major failure, you are entitled to have the
failure rectified in a reasonable time. If this is not done you are
entitled to a refund for the goods and to cancel the contract for
the service and obtain a refund of any unused portion. You are
also entitled to be compensated for any other reasonably
foreseeable loss or damage from a failure in the goods or
service.
(b)
We offer refunds, repairs, and replacements in accordance with the Australian
Consumer Law.
(c)
The Australian Consumer Law
protect consumers when they buy products and services.
(d)
If the Australian Consumer Law
Guarantees which it provides. If there is an inconsistency between this Policy and
the Australian Consumer Law, the A ustralian Consumer Law
(e)
Further information about the Australian Consumer Law
Guarantees is available from the website of the Australian Competition and
Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as
defined in the Australian Consumer Law
replacement or refund. You may also be entitled to compensation for any
reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service which you purchased from us has a failure which does not
amount to a major failure (as defined in the Australian Consumer Law
you may still be entitled to have the goods repaired or replaced.
3. Cancellation and Change of Mind
(a) In the event that you receive the products or services you have purchased, as
stated, but that you simply change your mind, we may, at our discretion, offer you
a refund or exchange, provided that:
(i)
You notify us within 7 days of receipt.
(ii) In the case of services, the services have not already been performed.
(iii) The following conditions are satisfied:
The package(s) are not damaged and not opened.
4. Products Damaged During Delivery
(a) In the event that the product you ordered has been damaged during delivery:
(i)
Please contact us as soon as possible.
(ii) Any damaged product must be returned in the condition in which it was
received, together with any packaging and other items which you received
with the damaged product.
(b) We will arrange to repair or collect the damaged product and replace it with an
equivalent product, or to refund it, provided that you have contacted us within 7
days from the date of receiving the product.
5. Exceptions
(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a
repair, replacement or refund for a product or service purchased by you if:
(i)
You misused the said product in a way which caused the problem.
(ii) You knew or were made aware of the problem(s) with the product or
service before you purchased it.
(iii) You asked for a service to be done in a certain manner, or you asked for
alterations to a product, against our advice, or you were unclear about
what you wanted.
(iv)
Any other exceptions that apply under the Australian Consumer Law.
6. Shipping Costs for Returns
(a) In the event that a product you have purchased fails to meet one or more
Consumer Guarantees under the Australian Consumer Law
cost of shipping the said product (the “Returned Product”) back to us, as well as
any cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are
responsible for organising for the Returned Product to be returned to us. If the
Returned Product is eligible for a repair, replacement or refund under the terms of
this Policy (including under the Australian Consumer Law
reimburse you for the reasonable postage, shipping or transportation costs for the
Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be
removed and returned by you, and is believed to be eligible for a repair,
replacement or refund under the terms of this Policy (including under
the Australian Consumer Law
transportation or collection of the Returned Product, at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping,
transportation or collection of a Returned Product, and it turns out not to be
eligible for a repair, replacement or refund under the terms of this Policy (including
under the Australian Consumer Law
costs of any inspection, postage, shipping, transportation or collection of the
Returned Product.
7. Response Time
(a)
We aim to process any requests for repairs, replacements or refunds within 3 days
of receipt.
8. How to Return Products
(a) You can contact us at the end of this Policy to discuss a return using the
information.
(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the
same form as the original purchase or to the same account or credit card used to
make the original purchase.
(c) To be eligible for a refund, repair or replacement, you must provide proof of
purchase.
(d) You may be required to provide a government issued identification to qualify for a
refund, repair or replacement.
9. Contact Us
(a) If you wish to speak to us about this Policy or about any refund, repairs or
replacements, please contact us at: hello@newguineacoffee.com.