Refund policy
REFUND POLICY
At One Kilo, we want every order to arrive as it should. This Refund Policy explains what happens if there is a problem with your order, as well as our approach to change-of-mind returns.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other rights that cannot lawfully be excluded.
AUSTRALIAN CONSUMER LAW
Our products come with consumer guarantees under the Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement and, where applicable, compensation for reasonably foreseeable loss or damage.
If a problem is minor, we may choose to repair or replace the product, or otherwise provide an appropriate remedy within a reasonable time.
Your rights under the Australian Consumer Law apply regardless of any other terms in this policy.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, defective, contaminated, unsafe, materially different from its description, or you receive the wrong product, please contact One Kilo Customer Support as soon as reasonably possible.
Please include, where available:
- your order number;
- a description of the problem;
- photographs of the product, packaging and shipping carton; and
- any other information that may help us assess what occurred.
We may request photographs or other reasonable evidence before providing a remedy. This does not limit your rights under the Australian Consumer Law.
Depending on the circumstances, the appropriate remedy may include a replacement, refund, repair or another remedy available under law.
FOOD AND BEVERAGE PRODUCTS
Many of the products we sell are consumable goods, including coffee, tea, matcha, drinking chocolate, concentrates and related food or beverage products.
If you believe a consumable product is damaged, contaminated, unsafe, incorrectly supplied or otherwise defective, please do not continue consuming it. Contact us promptly and, where practical, retain the product and its original packaging until we have advised you what to do.
For food-safety reasons, we generally do not require consumable products to be returned unless we specifically request this.
COFFEE GROUND TO YOUR SPECIFICATION
Coffee that has been ground to a grind size selected by you is prepared specifically for your order.
Unless required by law, we do not accept change-of-mind returns for coffee that has been ground to your requested specification.
This does not affect your rights if the coffee is faulty, incorrectly supplied, not as described or otherwise fails to meet a consumer guarantee.
CHANGE OF MIND - CONSUMABLE PRODUCTS
We do not generally accept change-of-mind returns or exchanges for coffee, tea, matcha, drinking chocolate, concentrates or other consumable products once an order has been dispatched.
This includes circumstances where you:
- ordered the wrong product;
- selected the wrong grind;
- no longer want the product;
- prefer another product or flavour;
- found the product cheaper elsewhere; or
- ordered more than required.
Please review your order carefully before completing checkout.
CHANGE OF MIND - EQUIPMENT AND NON-CONSUMABLE PRODUCTS
For eligible non-consumable products such as equipment or accessories, we may accept a change-of-mind return if you contact us within 14 days of delivery.
To be eligible, the item must ordinarily be:
- unused;
- undamaged;
- in resalable condition;
- complete with all parts, manuals and accessories; and
- returned in its original packaging.
You are responsible for the cost and risk of returning a change-of-mind item unless we agree otherwise.
We recommend using a tracked return service.
Original shipping charges are not refundable for change-of-mind returns unless required by law.
We reserve the right to decline a voluntary change-of-mind return where the item has been used, damaged, altered, installed, assembled, washed or otherwise cannot reasonably be resold as new.
HYGIENE AND OPENED PRODUCTS
Unless required by law, we may decline change-of-mind returns for products that have been opened or used where accepting the return would create a hygiene, contamination or food-safety concern.
SALE AND PROMOTIONAL ITEMS
Sale, promotional and discounted products remain covered by the Australian Consumer Law.
A product being discounted does not remove your rights in relation to faults or other failures to meet consumer guarantees.
However, unless otherwise stated, our voluntary change-of-mind policy may not apply to clearance, final-sale or specially discounted items.
SUBSCRIPTION ORDERS
Each subscription shipment is treated as an order once it has been processed.
Cancelling a subscription stops eligible future recurring orders. It does not automatically cancel or refund an order that has already been processed, packed or dispatched.
If a subscription order is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, the same rights and remedies described in this Refund Policy apply.
Please also see our Subscription Policy.
MISSING ITEMS
If an item is missing from your delivery, please contact us with your order number and details of what was received.
Where we confirm that an item was omitted from your order, we will provide an appropriate remedy, which may include sending the missing item or issuing a refund.
ORDERS MARKED DELIVERED BUT NOT RECEIVED
If tracking shows that your parcel has been delivered but you cannot locate it, please first check:
- around the delivery location;
- with other members of your household or workplace;
- any safe-drop location;
- your building reception or mail room; and
- any delivery notification left by the carrier.
If you still cannot locate the parcel, contact us and we will assist with the carrier investigation.
RETURN SHIPPING FOR FAULTY PRODUCTS
Where a product is confirmed to be faulty or otherwise covered by a consumer guarantee and it is reasonable for the product to be returned, One Kilo will bear reasonable return costs where required by law.
Please contact us before returning an item so that we can provide appropriate instructions.
REFUNDS
Approved refunds will generally be returned to the original payment method used for the purchase.
Once we process a refund, your bank, card issuer or payment provider may require additional time to make the funds available to you. Those processing times are outside our control.
GIFT CARDS AND STORE CREDIT
Gift cards and store credit are not redeemable for cash except where required by law.
Where a refund is due for an order purchased using gift card value or store credit, the refund may be returned using the original form of payment.
WHOLESALE ORDERS
Wholesale purchases may be subject to separate agreed trading terms.
Nothing in a wholesale agreement excludes any rights that cannot lawfully be excluded.
CONTACT US
To request a return, report a problem or discuss a refund, contact:
One Kilo Pty Ltd
info@onekilo.au