Refund and Returns Policy

1. Introduction

This policy outlines the conditions under which coffee products purchased from our online shop can be returned for a refund, exchange, or store credit. We aim to ensure your satisfaction with every purchase, and we understand that sometimes a return is necessary.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Timeframe: Returns must be initiated within 7 days of the delivery date.
  • Condition: Whole bean coffee must be unopened and in its original packaging. Ground coffee cannot be returned once opened due to freshness considerations.
  • Proof of Purchase: A receipt or proof of purchase is required. This can be your order confirmation email or packing slip.
  • Non-returnable Items: Certain items are exempt from being returned, including:
    • Gift cards
    • Opened ground coffee (unless defective)
    • Any perishable items not related to coffee that may be sold (e.g., powdered milk, powdered chocolate)

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to sales@thebeanmachine.nz with your order number and a detailed explanation of why you wish to return the item.
  2. Await Approval: Our customer service team will review your request and provide instructions on how to proceed. You may be asked to provide photographs of the item, especially for damaged or defective products.
  3. Ship the Item: Once your return is approved, you will be provided with a return shipping address. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

4. Refunds

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 days.
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@thebeanmachine.nz .

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at  sales@thebeanmachine.nz  and we will respond with detailed instructions.

6. Contact Information

For any questions regarding our returns policy, please contact us via our website’s contact form or directly at  sales@thebeanmachine.nz.