To ensure you have peace of mind while shopping with us, we offer a hassle-free returns and exchange policy. You can return any purchased item within 14 days from the date of your order. Depending on the condition of the returned item, we can provide store credit, refund, or exchange for another item. Please note the following conditions for returns:
- Return Window: Items must be returned within 14 days from the date of your order.
- Condition: Items should be in ‘as new’ condition—unused and free from any signs of wear, tear, or damage. We cannot accept returns for used items.
- Packaging: Items must be returned in their original, undamaged packaging with all product tickets and tags included. The original packaging should not be used as the outer layer for shipping, and nothing should be attached to the outside of it.
- Freight Charges: We do not cover return shipping costs unless the item arrived damaged or faulty. In such cases, we will provide a pre-paid return label.
- Receipt: Include a copy of your receipt or invoice with the return.
- Exclusions: We do not accept returns for coffee, special order items, gift cards, apparel, books, or downloadable products. Please choose carefully.
- Items Over $400: Returns for items valued over $400 are eligible for store credit or exchange only.
All returns must be authorized by Artisti Coffee Roasters before you send the item back to us. To get started with your return, please contact our friendly team at orders@artisti.com.au or use the contact form on our website. We’ll provide you with our Returns Address and detailed instructions to make the return process as smooth as possible.
Incorrect/Faulty/Damaged Items
If your order arrives damaged, faulty, or incorrect, we’re here to help resolve the issue as quickly as possible. Please contact us within 3 business days of receiving your order to notify us of any discrepancies or damage. You can reach us via orders@artisti.com.au or use our online contact form.
Australian Consumer Law Guarantees:
- Major Failure: If the item is faulty or damaged upon arrival and it amounts to a major failure, you are entitled to a refund or replacement.
- Minor Issues: If the item is not of acceptable quality but does not constitute a major failure, you are entitled to a repair or replacement. Our team will assess the issue to determine the appropriate remedy.
- Return Requirements: For faulty or damaged items, include a copy of your receipt or invoice with the return. We recommend keeping the original packaging for returns. If you don’t have the original packaging, you are responsible for securely packaging the item for transport. Artisti Coffee Roasters is not liable for any damage that occurs during transit if proper packaging is not used.
Your Rights Under Australian Consumer Law:
- Timeframe: Your rights are not limited by a specific time frame but can vary based on the product and its price. The type of remedy we can offer may depend on how long it takes for you to return the product.
If you need to return an item, we will provide the necessary return procedure and instructions.
Refund & Restocking Policy
At ARTISTI, we stand behind what we sell. If something isn’t right, we’ll work with you to fix it. However, due to non-refundable payment processing fees charged by banks and credit card providers, the following policy applies:
Change of Mind Returns
If you request a refund for a change of mind:
• A 3% Processing & Restocking Fee will be deducted from the refund total.
• This covers non-refundable merchant fees charged to us at the time of purchase.
• Products must be returned unused, in original packaging, and in resalable condition.
Exchanges & Store Credit
To avoid fees:
• We offer store credit or exchanges with no restocking fee.
• Store credit is valid for 12 months from the date of issue.
Faulty or Incorrect Items
If the product is faulty or we’ve made an error:
• You will receive a full refund or replacement.
• No restocking fee applies.
Why This Policy Exists
When a credit card payment is processed, the bank charges a transaction fee. If a refund is issued, those fees are not returned to us.
The 3% Processing & Restocking Fee simply covers those unrecoverable costs.
We appreciate your understanding.
We're Here to Help
If you have any questions or concerns about whether your item meets our return criteria, please don’t hesitate to reach out. We’re here to help! You can contact us via email at orders@artisti.com.au or use our online contact form.
For your convenience and to ensure your return reaches us safely, we recommend using registered post or a tracked courier service. Please note that we cannot accept responsibility for items that are lost in transit.
Once we receive your return, we will assess it and get in touch to confirm that we have processed it. Returns are typically processed within 7 business days of arriving at our warehouse. We will notify you via email once your return has been completed.
If you need any further assistance, our friendly team is always happy to help!
