Refund policy

Refund Policy

Returns and refunds

We want you to be happy with your Public Enemy order. This policy explains how we handle change-of-mind returns, damaged orders, incorrect items and products that do not meet the consumer guarantees under the Australian Consumer Law.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

Change-of-mind returns

For eligible non-perishable products, you may request a change-of-mind return within 14 days of receiving your order.

To be eligible, the item must be:

unopened and unused
in the same condition in which it was received
in its original packaging
accompanied by proof of purchase

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

Approved returns must be sent to:

Public Enemy Coffee Roasters
103 Fourth Avenue
Narromine NSW 2821
Australia

Unless the product is faulty, damaged or incorrectly supplied, the customer is responsible for the cost of returning the item. Original shipping charges are not refundable for change-of-mind returns.

Coffee and other perishable products

Because coffee is a fresh, perishable food product, we do not accept change-of-mind returns for coffee or other perishable goods.

This does not affect your rights if the coffee is damaged, defective, contaminated, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives.

your order is damaged in transit
an item is faulty or defective
you receive the wrong product
part of your order is missing
the product is not as described

Please include your order number, a description of the issue and clear photographs where relevant. We will assess the issue and provide an appropriate remedy, which may include a replacement, refund or another solution required under the Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose between a refund or replacement. Where the problem is minor, we may choose to repair or replace the item within a reasonable time.

Sale items

Sale or promotional items are not eligible for change-of-mind returns unless otherwise stated.

This exclusion does not apply where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.

Gift cards

Gift cards cannot be returned or redeemed for cash, except where required by law.

Exchanges

We do not offer direct change-of-mind exchanges.

Where a change-of-mind return is approved, the quickest option is to return the original item and place a new order for the replacement product.

This does not affect your right to a replacement where required under the Australian Consumer Law.

Refund processing

We will notify you once your return has been received and assessed.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may take additional time to display the refund.

If more than 15 business days have passed since we approved your refund, please contact us.

Australian Consumer Law

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact us

To request a return or report a problem with an order, contact:

Email: joshua.angus92@gmail.com

Please include your name and order number so we can assist you promptly.