Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@razacoffee.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@razacoffee.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@razacoffee.com.au.
EXCHANGE AND RETURNS POLICY
EXCHANGE AND RETURNS POLICY
If you’d like to exchange any of the products you purchased through our online store at razacoffee.com.au, you can do so as follows:
Within five (5) calendar days from the date you receive your package, please email us at hello@razacoffee.com.au or contact our customer service via WhatsApp at +61 422034069, providing the following information:
- Exchange method
- Full name
- ID (if applicable)
- Order number
- Order date
- Contact number
- Product details
We’ll get back to you with the relevant procedure and let you know if your request is approved, according to our policies, terms, and conditions.
All shipping and related costs for exchanges are covered by the customer. Please note: the product you wish to exchange must not be used, modified, or altered from its original condition. It should be in good condition, clean, and with all original tags attached.
Exchanges may take up to 10 business days to process.
Customer service hours: Monday to Friday, 8:00am to 5:00pm (AEST).
You can only exchange a product once.
Products on sale or from our OFFERS section cannot be exchanged. These items may be refurbished, discontinued, or have other special conditions, so legal warranty does not apply.
INCORRECT PRODUCT DELIVERY
If you receive the wrong product, you have five (5) calendar days from delivery to notify us and request an exchange by emailing hello@razacoffee.com.au, Monday to Friday, 8:00am to 5:00pm.
Once we receive your email, we’ll review your case and confirm if the error was on our end. If so, razacoffee.com.au will cover the cost of collecting the incorrect product and sending you the correct one.
RIGHT OF WITHDRAWAL & PAYMENT REVERSAL
Right of Withdrawal: Online Store
In line with Australian consumer law, you have the right to withdraw from your purchase within five (5) business days from the date you receive your order. If you exercise this right, the contract will be cancelled and your payment refunded. You must return the product to us in the same condition you received it, using the same shipping method. All return shipping and related costs are your responsibility.
The maximum period to exercise your right of withdrawal is five (5) business days from delivery. The following cases are excluded from this right:
- Services that have already commenced with your agreement
- Products or services with prices subject to financial market fluctuations
- Customised or personalised products
- Products that cannot be returned due to their nature, or may deteriorate or expire quickly
- Betting and lottery services
- Perishable goods
- Personal use items
We will refund all amounts paid, with no deductions, within thirty (30) calendar days from when you exercise your right.
To exercise your right of withdrawal:
- Email hello@razacoffee.com.au with the subject “withdrawal”, including your purchase and contact details, and a formal request for a refund, confirming the product is in the same condition as received. We’ll reply with approval and next steps.
- The request must be made by the purchaser within the first five (5) business days from delivery.
- The product must be returned immediately after notifying us, in new condition, undamaged, with all original tags and packaging.
- If the product is not in its original packaging, we cannot accept the return.
- All return shipping and related costs are your responsibility.
- If you paid by credit card, the refund will be processed via our payment provider. If you paid by bank transfer or other methods, we’ll refund the full amount to your nominated bank account.
- Refunds are processed within thirty (30) calendar days after we receive the returned product and confirm it’s in original condition and the withdrawal was exercised within the required timeframe.
- This policy does not apply to items shipped outside Australia.
Payment Reversal
If your purchase at razacoffee.com.au was made using a credit card, debit card, or any other electronic payment method, and you meet the conditions set out in Australian consumer law, you can request a payment reversal within five (5) business days from when you became aware of a fraudulent or unauthorised transaction, or if you did not receive the product, or received a defective or incorrect item.
You can request a payment reversal for the following reasons:
- Fraudulent transaction
- Unauthorised transaction
- Product not received
- Product does not match description or has defects
To exercise this right, email hello@razacoffee.com.au with:
- Full name
- ID (if applicable)
- Reason for payment reversal
Please note:
- The product must be in good, clean condition.
- Payment reversal only applies to purchases made through electronic means (internet, phone, etc.) and paid by credit/debit card or other electronic payment methods. It does not apply to cash on delivery or other offline payment methods.
- For electronic payments, your bank is responsible for processing the refund.
- The request must be made by the cardholder or account holder.
- If returning a product due to payment reversal, it must be collected from the same address where it was delivered, in the same condition.
- Payment reversal does not apply to purchases made outside Australia.
To request this, email hello@razacoffee.com.au with your full name, ID, and reason for the payment reversal.
For more information about your rights and obligations, please refer to the Australian Competition and Consumer Commission (ACCC) website.
Any users who request a payment reversal in bad faith may be subject to penalties under Australian law.
PRIVACY POLICY
This Privacy Policy sets out how razacoffee.com.au uses and protects any information you provide when using our website. We are committed to ensuring your privacy is protected. When we ask you to provide personal information by which you can be identified, it will only be used in accordance with this policy.
We may update this policy from time to time, so please check this page regularly to ensure you are happy with any changes.
INFORMATION WE COLLECT
We may collect personal information such as your name, contact details (email, phone number), and demographic information. We may also require specific information to process orders, deliveries, or billing.
HOW WE USE YOUR INFORMATION
We use your information to provide the best possible service, keep records of orders, and improve our products and services. We may occasionally send promotional emails about special offers, new products, or other information we think you may find useful, to the email address you provide. You can unsubscribe at any time.
razacoffee.com.au is committed to keeping your information secure. We use advanced systems and regularly update them to prevent unauthorised access.
COOKIES
A cookie is a small file that asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual and tailor their operations to your needs.
We use cookies to identify which pages are being used and how often. This information is used for statistical analysis and then removed from the system. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
THIRD-PARTY LINKS
Our website may contain links to other websites of interest. Once you use these links to leave our site, we do not have any control over the other website. Therefore, we cannot be responsible for the protection and privacy of any information you provide while visiting such sites, which are not governed by this privacy policy. Please exercise caution and review the privacy statement applicable to the website in question.
CONTROLLING YOUR PERSONAL INFORMATION
You may choose to restrict the collection or use of your personal information at any time. Whenever you are asked to fill in a form on the website, you can opt in or out of receiving marketing emails. If you have previously agreed to receive marketing emails, you can unsubscribe at any time.
We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so.
razacoffee.com.au reserves the right to change this privacy policy at any time.