Refund policy

 

 

Cirelli Coffee Roasting Co Pty Ltd
(Aligned with the Australian Consumer Law – ACL)

1. Introduction

Cirelli Coffee Roasting Co Pty Ltd (“Cirelli Coffee”, “we”, “us”) is committed to complying with the Australian Consumer Law (ACL). Our goods and services come with consumer guarantees that cannot be excluded under the ACL.

This policy applies to all purchases made through Cirelli Coffee, including:

  • In‑store purchases
  • Online orders
  • Wholesale / ABN customers

This policy covers coffee and consumables, accessories and small goods, coffee machines and major equipment.

2. Your Rights Under Australian Consumer Law

Under the ACL:

  • You are entitled to a replacement or refund for a major failure.
  • You are entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
  • These rights apply regardless of any manufacturer’s warranty or store policy.

Cirelli Coffee will assess the issue and determine whether a failure is major or minor, and the appropriate remedy in accordance with the ACL.

3. Coffee & Perishable Goods (Roasted Coffee, Beans, Ground Coffee)

Coffee is considered a perishable product.

3.1 Change of Mind

  • Opened coffee products are not eligible for return or refund due to change of mind.
  • Unopened coffee products may be returned within 14 days of purchase for exchange only, provided:
    • The product is unopened and unused
    • The product is in original, intact packaging
    • Proof of purchase is provided

Return shipping costs are the responsibility of the customer.

3.2 Faulty or Incorrect Coffee

If coffee is faulty (e.g. stale, damaged in transit, or incorrect item supplied):

  • We will provide a replacement only (if not ground).
  • Refunds will not be offered for coffee unless required by law.
  • Ground coffee is a consumable food product, once ground it is not considered a replaceable item. Please specify machine type in notes when ordering.

Claims must be made within 14 days after purchase and supported by proof of purchase.

4. Accessories & Small Goods

This includes cups, brewing equipment, filters, scales, jugs, timber kits, panels, and similar items.

4.1 Change of Mind Returns

Change-of-mind returns may be accepted within 14 days of purchase at our discretion, provided:

 – The item is unused

– The item is in original condition

– The item is in original, intact packaging – Clear proof of purchase is provided

A 30% restocking fee, plus any non-recoverable merchant fees, will apply. Original shipping costs are non-refundable. Return shipping is at the customer’s expense.

4.2 Non-Returnable Items

Unless required by law, we do not accept returns for:

– Opened or used accessories – Installed items or items that have been fitted to equipment

– Filters and consumables

– Hygiene-related items once opened

– Items not in original packaging or with damaged packaging

4.3 Incorrectly Supplied Items

If an item has been supplied incorrectly by Cirelli Coffee (for example, an incorrect model, finish, or variation):

– The item must not be used, installed, modified, or fitted in order to be eligible for a return, exchange, or refund.

– Once an item has been installed, used, or altered, it is considered accepted by the customer and cannot be returned or refunded, except where required by law.

Where an incorrectly supplied item is returned in unused, uninstalled, and original condition, we will, at our discretion:

– Provide the correct item, or

– Issue a refund in accordance with the Australian Consumer Law.

4.4 Faulty Accessories

If an accessory is faulty, we will offer a repair, replacement or refund as required under the ACL. Manufacturer warranties may apply.

5. Coffee Machines & Major Equipment

This includes espresso machines, grinders, and other major coffee equipment.

5.1 Warranty Coverage

Unless otherwise stated:

Domestic – New Equipment
– Return to Base (RTB) 12 months parts warranty only

Commercial – New Equipment
– Return to Base (RTB) 12 months parts warranty
– 3 months labour warranty

Used / Second‑Hand Equipment
– Return to Base (RTB) 3 months parts and labour warranty

Accessories and non‑major equipment are covered by the manufacturer’s warranty only.

5.2 Warranty Exclusions

Warranty does not cover damage or faults caused by:

  • Poor or inadequate water quality
  • Lack of suitable water filtration
  • Lime scale build‑up or corrosion
  • High chloride levels
  • Operator error or misuse
  • Unauthorised repairs or modifications
  • Fair wear and tear

6. Troubleshooting, Assessment & Repairs

If you experience issues with equipment operation:

  • Please contact us first, as many issues can be resolved through basic troubleshooting.
  • If required, we will assess the equipment to determine the fault and appropriate remedy.

Where no fault is found or the issue is due to user error, assessment or labour charges may apply.

Repairs carried out by Cirelli Coffee are covered by a 90‑day repair warranty.

7. Loan Machines

Loan machines may be available in some circumstances, subject to availability and discretion. Loan machines are not guaranteed and may not be available for all warranty claims.

8. Custom & Special-Order Equipment

  • Customised or special‑order equipment cannot be refunded once ordered.
  • If a special‑order item is cancelled before delivery, a refund may be issued minus supplier costs, freight, and an administration fee.

9. Wholesale / ABN Customers

This policy applies to wholesale and ABN customers. However:

  • Change‑of‑mind returns for wholesale customers are generally not accepted.
  • Any accepted returns may be subject to stricter conditions, reduced timeframes, and restocking fees.
  • ACL rights continue to apply where goods are ordinarily acquired for personal, domestic, or household use, or where the ACL otherwise applies.

10. Refund Method & Processing Time

  • Approved refunds will be processed to the original payment method only.
  • Restocking fees, merchant fees, and shipping costs will be deducted where applicable.
  • Refunds are processed within 10 business days of approval.

11. Returns Process

Before returning any item, you must contact us to obtain approval.

Returns should be sent to:

Cirelli Coffee Roasting Co Pty Ltd
568 Port Road
Allenby Gardens, SA, Australia

We recommend using a trackable shipping service for returns. We cannot guarantee receipt of returned goods.

12. Contact Us

For returns, warranty claims or enquiries:

Phone: (08) 0447847897
Email: [email protected]
Address: 568 Port Road, Allenby Gardens SA

This policy is provided in accordance with the Australian Consumer Law and does not exclude any rights available to consumers under applicable legislation.