Refund policy
Outdoor Brew – Returns & Refunds Policy (Australia)
Effective date: 10/11/2025
We want you to love every brew. This policy explains how we handle returns, refunds, and exchanges for purchases made at www.outdoorbrew.com.au
Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
1. Coffee (Beans, Ground Coffee, Sampler Packs and Emergency/Local Express Orders)
As coffee is a perishable, food-grade product, we’re unable to accept returns or exchanges for change of mind, incorrect grind choice, or flavour preference once the order has been dispatched.
However, we will always make it right if your order arrives damaged, incorrect, or not up to standard. Please contact us within 7 days of delivery if:
-You received the wrong coffee or grind.
-Your coffee was damaged or spoiled upon arrival.
-The item is defective or not as described.
When contacting us, please include your order number, roast/batch date (if visible), and clear photos of the issue and packaging.
Emergency/Local Express orders:
Due to their fast turnaround, these orders cannot be returned for change of mind. We will replace or refund any order that is incorrect, damaged, or defective in line with the Australian Consumer Law.
2. Brewing Accessories and Non-Perishable Products
For brewing equipment, filters, mugs, and other non-perishable products:
Change-of-mind returns are accepted within 30 days of delivery if the item is unused, in as-new condition, and in its original packaging.
-The buyer is responsible for return shipping and ensuring the item arrives safely.
-Once the return is received and approved, a refund will be processed to your original payment method (see Section 6).
Faulty or incorrect items:
If an item arrives damaged, defective, or not as ordered, please contact us within 7 days. We will arrange a repair, replacement, or refund as appropriate under the ACL and cover the cost of return shipping.
3. Subscriptions
You may pause, skip, or cancel your subscription before the next renewal date through your account or by contacting us.
Once a subscription order has been billed and dispatched, it is treated as a standard coffee order and is not refundable for change of mind.
4. Non-Returnable Items
We cannot accept returns for:
-Perishable products (coffee beans, ground coffee, sampler packs) for change of mind.
-Used brewing accessories or items not in their original packaging.
-Gift cards or e-gift cards.
-Sale or clearance items (unless faulty under the ACL).
5. Delivery, Local Drop-Offs and Missing Parcels
We take great care to ensure your order is delivered safely and promptly.
Please inspect your order as soon as it arrives and contact us within 3 days if any items are missing, damaged, or incorrect.
For local delivery or free standard shipping orders delivered within our local delivery zones, the buyer is responsible for the parcel once it has been marked as delivered.
We will always attempt to leave your order in a safe and weather-protected location, but Outdoor Brew cannot be held liable for parcels that go missing after successful delivery.
If your parcel is marked as delivered but cannot be located, please first check with household members, neighbours, and safe drop areas before contacting us and the delivery carrier.
Orders returned to us as undeliverable or uncollected may be resent at the buyer’s cost. We will contact you before reshipping.
6. Refunds
Once we receive and inspect your returned item (or verify the issue with photos and description), we will notify you of the outcome.
Approved refunds will be processed to your original payment method.
Please allow up to 10 business days for your bank or payment provider to process the refund.
If it has been more than 15 business days since your refund approval and the funds have not appeared, please contact us.
7. How to Start a Return or Report an Issue
To initiate a return or report an issue, please email info@outdoorbrew.com.au with the following:
-Your full name and order number
-Description of the issue
-Clear photos of the product and packaging
-Roast/batch date (for coffee) if visible
If a return is required and approved, we will provide detailed instructions and, where applicable, a prepaid return label.
Please do not send items back without contacting us first, as unauthorised returns may not be accepted.
8. Your Rights Under Australian Consumer Law
You are entitled to a repair, replacement, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
For minor failures, we will repair or replace the product (or provide another appropriate remedy) within a reasonable time.
These rights apply in addition to our store policy above.