Refund policy

At Brewing Culture, we believe great coffee starts with the right gear — and being completely satisfied with it. To give you peace of mind, we offer a clear and fair returns, refund, and exchange policy in line with Australian Consumer Law.

If you experience any issues with your order, please reach out to us via the Contact Us page or email us at hello@brewingculture.com.au  We're here to help.


 

Returns & Exchanges

You can return eligible items within 30 days of receiving your order for a store credit, refund, or exchange, provided the conditions below are met.

 

 

Conditions for Return

  • Item must be in as new condition — unused, undamaged, and unwashed.

  • Returned in the original, undamaged packaging with all tags, inserts, and labels.

  • Do not tape or write directly on the product packaging.

  • Returns must be authorised by our team before sending items back.

  • Used items unfortunately cannot be returned unless deemed faulty.


 

Freight Charges

  • If returning due to change of mind or incorrect ordering, return shipping is your responsibility.

  • If your item arrives faulty or damaged, we’ll provide a pre-paid return label.

 

 

Free Shipping Orders

If your order qualified for free shipping by reaching the free shipping threshold and you later request a partial or full refund after receiving the order, the original shipping cost will be deducted from your refund. A standard shipping fee of $9.50 or express shipping fee of $18.50 will be deducted, depending on the delivery method selected at checkout.

If a partial return is made and the remaining order value still meets the free shipping threshold, the shipping cost will not be deducted.


International Returns Due to Unpaid Import Duties or Taxes (Excluding Australia and the United States)

For international orders, we subsidise a portion of the shipping cost. This means the shipping fee paid by the customer may be lower than the actual shipping cost charged to us by the carrier.

Please note that any import duties, customs fees, taxes, or other charges imposed by the destination country are the responsibility of the customer.

If an international order is returned to us because the recipient refuses or fails to pay the required import duties, taxes, or customs charges, and you no longer wish to receive the order, we will process your refund once the order has been returned to us.

In this situation, the actual shipping costs charged to us by the carrier for both the original shipment and the return will be deducted from your refund. These costs are non-refundable to us because they have already been incurred.

By placing an international order, you acknowledge and agree to these terms and understand that refusing or failing to pay any applicable import duties, taxes, or customs charges may result in shipping costs being deducted from your refund.

 

Faulty or Damaged Items

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

If an item arrives faulty or damaged and the issue constitutes a major failure, you are entitled to a replacement or refund. Please contact us within 30 days of receiving your order.

Under Australian Consumer Law, a major failure means the problem is so significant that:

  • It cannot be fixed, including cases where the issue cannot be resolved by replacing parts, or

  • It would be too difficult to fix, or

  • The product is unsafe to use.

If the issue is minor, we may offer a repair or replacement instead.

Faults reported within 30 days of receiving the item are eligible for free returns.

After 30 days, products are covered under a warranty. Customers are responsible for the cost of returning the item for assessment, and for the shipping cost of the repaired or replacement item being sent back to them.

If a fault is confirmed after our assessment and it does not constitute a major failure under Australian Consumer Law, and the customer does not accept a repair or replacement, we may offer store credit at our discretion.


 

Non-Returnable Items (unless faulty on arrival)

  • Used brewing gear (e.g., grinders, filters, cleaning brushes)

  • Opened consumables (e.g., filter papers)

  • Gift cards

 

Processing Time

Returns are processed within 2 business days after we receive and inspect the item.

Refunds will be issued to the original payment method, if eligible.


 

Need Help?

Still have questions? Reach out anytime at hello@brewingculture.com.au or through our website.

 

 

Brewing Culture
Helping you make better coffee, with gear you love.