Warranty and Returns

HOW RETURNS WORK

1. Contact our Support team via email or lodge a return through your account.

• Registered customers can log in, go to My Orders, select the order, and click Return.

• Guest customers can lodge a return via the Orders and Returns page.

2. Provide a clear description of the issue.

• Include photos and, where helpful, a short video showing the fault or damage.

3. Our team will review your request.

• In many cases we can troubleshoot and resolve the issue without a return.

• If a return is required, we will give you clear instructions and coordinate next steps.

4. Package the item correctly.

• Products must be packed securely to avoid damage in transit.

• All original accessories, manuals, and packaging must be included unless otherwise advised.

Depending on the product, it may need to be assessed by our technicians or sent back to the manufacturer.

DAMAGE ON ARRIVAL

If your item arrives damaged or faulty, you must notify Coffee Parts within 3 days of receiving the product.

Photographic evidence of the damage or fault must be submitted to our Support team within this timeframe. Claims submitted outside this window may be declined.

FAULTY PRODUCTS

If your product develops a fault, contact our Support team via email or the returns page with a clear description of the issue.

• Many faults can be resolved without returning the item.

• If a return is required, the item will be assessed by our technicians or the manufacturer.

Assessment timeframes:

• Allow up to 10 business days once the item has been received by us.

• Highly technical products such as coffee machines and scales may take up to 20 business days. If this applies, we will keep you informed.

Outcomes may include:

• Repair of the product, including ordering required parts

• Replacement of the product

• Refund, where applicable under Australian Consumer Law

Refunds are processed back to the original payment method. Faulty items that are refunded become the property of Coffee Parts.

CHANGE OF MIND and SIZE EXCHANGE

We offer a 14 day change of mind return on selected products only. Eligibility varies by product and is clearly outlined on each product page under the Specifications or Warranty section.

Some products are not eligible for change of mind returns, including but not limited to:

• Coffee machines

• Products that have been specifically ordered or sourced for your order

• Products clearly marked as non returnable on the product page

Please always check the product listing before purchasing to confirm whether a change of mind return is available.

Please note:

• Consumer Guarantees do not apply to change of mind returns.

• This includes ordering incorrectly, finding the item cheaper elsewhere, or no longer wanting the product.

For change of mind returns:

• Return postage costs are the responsibility of the customer.

• The item remains your responsibility until it is received by Coffee Parts.

• Items must be returned in as-new, unused condition with all original packaging and accessories.

Once received and inspected, an eligible return will be issued as store credit. Store credit can be used on any product sold by Coffee Parts.

Do not send items back without receiving return instructions from our Support team. We are not responsible for items returned without approval or for damage or loss during transit.

ELECTRICAL AND MACHINES

Electrical products and coffee machines are subject to additional handling, installation, and assessment requirements.

Warranty on electrical components such as control boards, elements, and sensors is only valid where installation has been carried out by a qualified coffee machine technician or licensed electrician.

Proof of professional installation may be required before a warranty claim can proceed. This is necessary as incorrect installation can cause immediate or latent electrical damage, including shorting of components.

Coffee machine warranties are also subject to:

• Correct installation in accordance with manufacturer guidelines

• Appropriate water quality and filtration

• Proper use and regular maintenance

Damage caused by incorrect installation, unsuitable water quality, misuse, modification, or lack of maintenance is not covered under warranty.

Our team may request installation details, technician information, or water filtration specifications as part of the assessment process.

RETURNS FROM OVERSEAS

International orders are subject to different return and warranty conditions.

• Return freight from overseas is the responsibility of the buyer.

• Original shipping costs, duties, taxes, and import fees are non refundable.

• If an item is confirmed faulty, we will advise on the appropriate return process, however return freight costs are still the responsibility of the buyer unless otherwise agreed in writing.

Please contact our Support team before returning any international order so we can advise on the correct process.

Need Help?

If you are unsure whether your product is eligible for return or warranty, contact our Support team before taking any action. We will give you a clear answer and the correct next steps.