Returns and Refunds Policy

Last updated: 11 October 2026

At Just Fresh Roasted, we take pride in supplying freshly roasted coffee, carefully prepared and packed for each customer.

We understand that issues can occasionally occur with an order, and we aim to resolve genuine concerns promptly, fairly and professionally.

Because roasted coffee is a fresh food product that naturally changes over time, we have specific conditions for discretionary returns, particularly where coffee has been opened or ground to order.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

1. Our Approach to Returns

We assess return, refund and exchange requests according to the circumstances.

There is an important distinction between:

• Change-of-mind requests, including ordering an incorrect product, quantity or grind type, where a return is considered at our discretion.

• Consumer guarantee claims, including defective products, incorrect items, missing goods or products that do not meet applicable statutory guarantees.

We encourage customers to contact us promptly if they experience an issue with an order.

Our objective is to understand what has happened and identify an appropriate resolution.

2. Change-of-Mind Returns

We are not generally required to provide refunds or exchanges where a customer changes their mind, orders the wrong product, selects an incorrect grind type or no longer wants the goods.

However, we may consider a discretionary return request depending on the circumstances.

To be eligible for consideration, a product must generally be:

• Unopened and unused.

• In its original, undamaged, sealed packaging.

• Complete, including the original quantities in any multipack or bundle.

• In a condition that remains suitable for resale.

• Accompanied by an order number or other proof of purchase.

Due to the freshness requirements of roasted coffee, discretionary return requests should be made as soon as possible after delivery.

Approval of a change-of-mind return is not automatic.

Where we approve a discretionary return, the customer will ordinarily be responsible for return shipping costs. Original delivery charges are generally non-refundable for change-of-mind returns.

Any additional conditions will be explained before the return is arranged.

These restrictions do not apply where a product fails to meet an applicable consumer guarantee.

3. Coffee Ground Specifically for Your Order

Just Fresh Roasted does not manufacture, hold, store or maintain inventory of pre-ground coffee.

All our roasted coffee is packed and held as whole beans to protect its freshness, flavour and aromatic quality.

When a customer orders ground coffee, we prepare the product specifically for that individual order and the grind type selected.

Our process involves:

1. Selecting a sealed pack of freshly roasted whole beans.

2. Opening the original sealed package.

3. Grinding the coffee to the customer's requested specification.

4. Resealing the prepared coffee for dispatch.

This additional preparation is performed specifically for the customer, shortly before the order is shipped.

Unlike whole-bean inventory, ground coffee is not a standard stocked product that can simply be returned to our shelves.

Ground coffee has substantially greater surface area exposed to oxygen and consequently loses freshness more rapidly than whole beans, including when subsequently stored in sealed packaging.

A returned pack of custom-ground coffee cannot reasonably be placed back into inventory for resale while maintaining our freshness standards.

Change-of-Mind Exclusion for Ground Coffee

We do not accept discretionary change-of-mind returns, refunds or exchanges of coffee ground specifically to a customer's selected specification.

This includes circumstances where:

• The customer selected the wrong grind type.

• The customer intended to order whole beans.

• The coffee is unsuitable for the customer's equipment because of an incorrect selection.

• The customer no longer requires the product.

• The customer wishes to exchange the ground coffee for another grind or coffee variety.

Please carefully check your grind selection before placing your order.

If you notice an error immediately after ordering, contact us promptly. We may be able to assist if preparation has not yet commenced, but changes cannot be guaranteed.

If we supply a different grind from the one ordered, or the product otherwise fails to meet an applicable consumer guarantee, we will provide the appropriate remedy under Australian Consumer Law.

This section does not restrict your statutory consumer rights.

4. Freshness and Returned Coffee

Coffee is a fresh food product that naturally changes after roasting.

Even when sealed and unopened, roasted coffee gradually loses some of the aromatic compounds and flavour characteristics associated with freshly roasted coffee.

Storage conditions, heat, oxygen exposure and the time elapsed since roasting can all affect product quality.

Our business prioritises supplying freshly roasted coffee rather than holding large quantities of ageing inventory.

For this reason, coffee returned after an extended period may no longer meet the freshness standards required for resale.

This is why we assess discretionary returns promptly and require approved items to be returned without unnecessary delay.

These freshness considerations do not remove any rights customers have under Australian Consumer Law.

5. Opened Coffee and Multipacks

For food safety, freshness and quality assurance reasons, we do not ordinarily accept change-of-mind returns of opened coffee.

This includes coffee that has been opened, sampled, partially consumed or removed from its original sealed packaging.

Where products are sold in multipacks, bundles or other packaged quantities, a discretionary return generally requires the complete original quantity in unopened packaging.

We cannot ordinarily accept incomplete multipacks or partially consumed products for discretionary resale.

If a product is defective, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, these discretionary restrictions do not apply.

6. Coffee Taste and Personal Preferences

Coffee flavour is subjective and can vary significantly between individuals.

A customer's experience may be influenced by:

• Personal taste preferences.

• Coffee origin, roast style and flavour characteristics.

• Grind settings and extraction methods.

• Brewing temperature and water quality.

• Equipment condition, cleanliness and calibration.

• Coffee age and storage conditions.

A coffee that does not suit an individual's flavour preferences is not necessarily faulty.

We do not ordinarily provide discretionary refunds or exchanges solely because a customer dislikes the taste of a correctly supplied coffee.

However, if you believe a product has a genuine quality defect, has been incorrectly described or does not meet an applicable consumer guarantee, please contact us.

We will investigate and provide an appropriate remedy where required by law.

7. Incorrect, Missing or Defective Products

We take care when roasting, packing, labelling and dispatching orders.

Nevertheless, occasional mistakes may occur.

Examples include:

• Supplying the wrong coffee.

• Supplying an incorrect quantity.

• Supplying whole beans when ground coffee was ordered.

• Supplying the wrong grind type.

• Incorrect labelling.

• A genuine product or packaging defect.

If you believe an error has occurred, please contact us as soon as reasonably practicable.

Provide your order number and a description of the issue.

We may request photographs or other relevant information to assist our investigation.

Where we have supplied an incorrect product or an item fails to meet an applicable consumer guarantee, we will provide an appropriate remedy at no additional cost to you, as required by law.

Depending on the circumstances, this may include a replacement, refund or another legally appropriate remedy.

8. Products Damaged During Delivery

We take care to pack orders securely using suitable protective cartons and packaging materials.

Despite these precautions, parcels can occasionally be damaged in transit.

If you receive a parcel containing damaged products, please contact us promptly.

Where possible, provide photographs showing:

• The shipping carton.

• Any visible external damage.

• The affected coffee packaging.

• The damaged or spilled contents.

• Relevant shipping labels.

Please retain the original packaging while we assess the matter, where reasonably practicable.

We may investigate the circumstances with the relevant delivery provider.

We will provide any remedy required under Australian Consumer Law.

The presence or absence of additional freight insurance does not remove your statutory consumer rights.

9. How to Contact Us

If you need assistance with an order, please use the Contact Us page at justfreshroasted.com.au.

This is our preferred method for receiving and tracking customer enquiries.

When contacting us, please include:

• Your order number.

• Your name and contact details.

• A clear description of the issue.

• Relevant photographs, where available.

We may ask further questions to help establish the circumstances and identify an appropriate resolution.

We aim to respond promptly during normal business operations.

We ask that all communications remain respectful and courteous.

10. Return Authorisation

Please contact us before returning products.

We will assess the circumstances and advise whether a return is required.

For discretionary change-of-mind returns, prior written approval is required.

Where a discretionary return is approved, we will issue return instructions and advise any applicable shipping arrangements.

We ask that approved discretionary returns be dispatched within 30 days of receiving return authorisation, unless otherwise agreed.

Products should be securely packed in a suitable protective carton to minimise damage during return transport.

We recommend avoiding unprotected mailing satchels for coffee products.

A failure to obtain return authorisation does not extinguish any rights or remedies available under Australian Consumer Law.

Where a customer has a valid consumer guarantee claim, we will assess the matter in accordance with applicable law.

11. Return Shipping Costs

Responsibility for return freight depends on the reason for the return.

Change-of-Mind Returns

Where we approve a discretionary change-of-mind return, the customer is ordinarily responsible for return shipping costs.

Any proposed deductions or additional conditions will be explained before the return is arranged.

Incorrect or Defective Products

Where we have supplied an incorrect product or a product fails to meet an applicable consumer guarantee, reasonable return shipping costs will be handled in accordance with Australian Consumer Law.

Where required by law, we will provide an appropriate return arrangement or reimburse reasonable return postage.

In some circumstances, a return may not be necessary to resolve the issue.

We will advise you of the appropriate process.

12. Refunds, Replacements and Store Credits

Once a return or other claim has been assessed, we will explain the available resolution.

Depending on the circumstances, this may involve:

• A replacement product.

• A full or partial refund, where appropriate.

• A store credit, where offered and agreed.

• Another remedy required by Australian Consumer Law.

A store credit will not replace a customer's entitlement to a monetary refund where a refund is required by law.

Approved refunds will ordinarily be processed against the original payment transaction.

We aim to initiate approved refunds within seven business days after confirming entitlement and any applicable return requirements.

The time taken for funds to appear in your account may depend on your bank or payment provider.

13. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Where a product fails to meet an applicable consumer guarantee, customers may be entitled to a remedy.

For a major failure, customers are generally entitled to choose a refund or replacement.

For a minor failure, we may be entitled to provide an appropriate remedy within a reasonable period in the first instance.

The remedies available depend on the circumstances and the relevant legal provisions.

The exclusions for change-of-mind returns, opened coffee, ground-to-order products and freshness-related discretionary returns do not override statutory consumer rights.

14. Further Assistance

We value our customers and appreciate the opportunity to resolve genuine concerns promptly and fairly.

If you have questions about product freshness, an incorrect order, a delivery problem or a potential return, please contact us through our website.

Just Fresh Roasted

Website: https://justfreshroasted.com.au

Please use our Contact Us page for order enquiries, return requests and customer support.