Refund policy

Brewno Specialty Coffee – Return & Refund Policy

At Brewno Specialty Coffee, we pride ourselves on delivering fresh, high-quality coffee, equipment, and merchandise. Your satisfaction is important to us; this policy outlines how returns and refunds are handled.

1. Fresh Coffee (Beans & Ground Coffee)

Why we don’t generally accept returns:
Due to the perishable nature of coffee, we cannot accept returns of roasted coffee once it has left our premises. This ensures freshness, quality, and safety for all customers.

Exceptions:
We will offer a replacement or refund in the following cases:
• The coffee is damaged during delivery (e.g., torn bag, spillage).
• You receive the wrong product.
• There is a quality issue (e.g., rancid, mouldy, or burnt coffee) that is reported within 7 days of delivery.

How to request a replacement/refund:

  1. Contact us at [insert customer service email] or via our contact form within 7 days of delivery.

  2. Provide your order number, product details, and photos if relevant.

  3. Brewno will assess the issue and offer a replacement or refund at our discretion.

2. Coffee Equipment & Merchandise

Items eligible for return:
• Coffee equipment, accessories, and merchandise purchased directly from Brewno.

Return conditions:
• Items must be unused, in original packaging, and in resalable condition.
• Returns must be initiated within 14 days of receiving the item.

How to return:

  1. Contact us at [insert customer service email] to request a return authorisation.

  2. Ship the item back to Brewno, 28 Fernbrook Drive, Morayfield QLD 4506, including proof of purchase.

  3. Once received and inspected, we will process a refund to the original payment method within 7 business days.

Shipping costs:
• Shipping costs for returning items are the responsibility of the customer unless the item is faulty or incorrectly sent.

3. Faulty or Damaged Items

If you receive a faulty or damaged item (including coffee, equipment, or merchandise):
• Contact us immediately with order details and photos.
• Brewno will provide a replacement or full refund at no additional cost.

4. Refunds

Refunds will be made via the original payment method within 7–10 business days of the return being approved.

5. Non-Returnable Items

The following items cannot be returned:
• Opened or used coffee beans/ground coffee
• Perishable goods beyond 7 days of delivery
• Gift cards and digital products

6. Contact Us

For any questions or concerns regarding returns, please contact:
Email: brewnospecialitycoffee@gmail.com

We aim to resolve all issues promptly and ensure your experience with Brewno is a positive one.