Refund policy

Our products 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 products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the ACL, or purports to exclude any non-excludable consumer guarantee.

If a product you receive is faulty, arrives damaged or is not what you ordered, please contact us as soon as you can — ideally within 30 days of the delivery date — so we can help quickly. This is a request to help us assess the issue, not a deadline on your rights: your consumer guarantees under the Australian Consumer Law can apply for longer. Depending on the issue and your preference, we will:

• send you a replacement;
• issue a full refund (including any shipping paid);
• or — if the failure is not a major failure — repair or replace the product within a reasonable time.

We will cover any return shipping costs in these cases. Please do not dispose of the product before contacting us, and keep any damaged packaging so we can assess what happened.

Because coffee is a consumable food product that we roast to order, we are not generally required under the ACL to provide a refund for change of mind.

We may, at our discretion, offer a store credit, exchange or refund for change-of-mind requests where:

• the product is unopened and in its original packaging;
• you contact us within 48 hours of delivery (coffee goes stale quickly once it's in your hands, so we can only consider change-of-mind returns while the product is still at peak freshness); and
• you are willing to cover the cost of return shipping.

This section does not limit your rights under the ACL for products that are faulty, damaged or do not match their description.

Coffee is a personal thing. Our baristas taste every batch, but different palates enjoy different origins, roast levels and brew methods. If a coffee you receive is not to your taste and you believe it is not of acceptable quality, please contact us — describe what you noticed and how you brewed it. We may suggest an alternative or offer a replacement or refund in appropriate cases.

If your issue is "I just prefer another style", that is a change-of-mind request covered by section 3. Our Coffee Quiz is a great way to find the right match next time.

To make a claim, email hello@evolvenorth.com.au with:

• your order number;
• the product(s) affected;
• a description of the issue; and
• photos of the product and packaging, where relevant.

We aim to acknowledge claims within 2 hours during business hours and to resolve them as quickly as we can.

Please do not send anything back before contacting us. In most cases — especially for faulty or damaged product — we will not need you to return the item. If a return is required we will provide instructions and, for faulty/damaged/incorrect product, cover the cost of return postage.

Our returns address is: 12 Industrial Road, Shepparton, Victoria 3630, Australia.

Approved refunds are processed to the original payment method used for the order. Most refunds are initiated within 2 business days of approval; the time for funds to appear depends on your bank or payment provider (often 3–10 business days).

For orders paid via buy-now-pay-later services (such as Afterpay or PayPal), refunds are processed through those platforms and may follow their own timing and rules.

For subscription-specific refunds, pauses, skips, swaps and cancellations — including our cancellation process, which must not be misleading or unreasonably obstructive, consistent with the Australian Consumer Law — see our Subscription Terms.

In general, subscription orders that have already dispatched cannot be cancelled or refunded unless there is a fault with the product or another ACL entitlement applies. You can always skip or pause the next delivery from your customer account.

Where we are not required to do so under the ACL, we cannot accept returns or refunds for:

• products that have been opened, partially consumed or damaged after delivery — except where the product is faulty, not of acceptable quality, or does not match its description, in which case your consumer-guarantee rights apply and section 2 governs;
• gift cards and digital products;
• change-of-mind requests outside the window described in section 3; or
• subscription orders that have already been dispatched, other than where an ACL right applies.

Nothing in this section limits your rights under the Australian Consumer Law. If a product is faulty, not of acceptable quality, or does not match its description, you may have a right to a remedy even if the packaging has been opened — having to open and taste coffee to discover a problem does not remove that right. See section 2.

Questions about this policy or an existing claim? Contact us at hello@evolvenorth.com.au.