Refund policy

 Cuba St Coffee Roasters
Last updated: 10 August 2026

1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes or modifies your rights under the ACL. This policy sits on top of those rights, not instead of them.

If there is any inconsistency between this policy and your rights under the ACL, the ACL prevails.

2. Coffee is a perishable food product

Roasted coffee is a perishable good, roasted to order and packed fresh for you. For food safety and quality reasons we cannot accept change-of-mind returns on coffee — including whole bean, ground coffee and filter bags — once it has left our roastery.

This does not affect your rights if something is wrong with the coffee. See section 3.

3. When we will always make it right

Contact us and we will replace, refund or credit your order — your choice of remedy where the problem is a major failure — if any of the following applies:

Problem What we do
Your parcel arrived damaged Replacement or full refund
You received the wrong item, grind or size We send the correct item and cover return postage, or refund in full
The coffee is stale, faulty, contaminated or past its best-before date on arrival Replacement or full refund
Your parcel never arrived or is confirmed lost in transit Replacement or full refund (see our Shipping Policy)
The product is not as described on our website Replacement or full refund

You do not need to return coffee that is faulty or damaged unless we specifically ask you to. In most cases photos are enough.

Not happy with how it tastes?

Coffee is subjective, and a bean that suits one palate won't suit another. Taste preference isn't a fault, so it isn't covered by the consumer guarantees — but we would much rather you drank something you loved. Get in touch anyway. If a blend or origin isn't landing for you, tell us what you were hoping for and we will point you at something better, and in most cases we will look after you on your next order. We would rather keep the customer than win the argument.

If the coffee is genuinely stale, under-roasted, over-roasted or otherwise defective, that is a fault and section 3 applies.

4. Time limits

  • Damaged, wrong or missing items: please contact us within 7 days of delivery so we can investigate with Australia Post while the claim window is open.
  • Quality issues with coffee: please contact us within 30 days of delivery.
  • Change of mind on non-coffee items: within 30 days of delivery (see section 5).

These timeframes help us resolve things quickly. They do not cut off any right you have under the ACL, which applies for a reasonable period depending on the nature of the goods.

5. Change of mind — non-coffee items

We accept change-of-mind returns on unopened, unused drinkware, equipment, accessories and apparel in their original packaging with all tags attached, within 30 days of delivery.

Conditions:

  • You must contact us first and receive a return authorisation. Items sent back without one may not be accepted.
  • The item must be in resaleable condition.
  • You pay return postage. We recommend a tracked service — we cannot refund an item we do not receive.
  • We refund the price of the item. Original shipping charges are not refunded unless the return is due to a fault on our part.
  • Once we receive and inspect the item, we will refund you within 5 business days.

Change-of-mind returns are not available on: roasted coffee and other perishable goods, gift cards, personalised or custom items, opened drinkware or equipment, and clearance or sale items.

(Again — this excludes change of mind only. If a sale item or gift card product is faulty, your consumer guarantee rights apply in full.)

6. How to start a return or claim

Email us at info@cubastcoffee.com.au with:

  1. Your order number
  2. What went wrong
  3. Photos — of the damage, the packaging, the label, or the product, whichever is relevant
  4. Whether you would prefer a replacement, a refund or store credit

We aim to respond within 2 business days.

If we ask you to return an item, send it to:

Cuba St Coffee Roasters
968 David Low Way
Marcoola QLD 4564

Where a return is required because of a fault, damage, or an error on our part, we pay the return postage — we will email you a prepaid label or reimburse your postage cost.

7. Refunds

  • Approved refunds are issued to the original payment method, unless we agree otherwise with you.
  • We process refunds within 5 business days of approving them.
  • Your bank or card issuer may take a further 3–10 business days to post the funds. That part is outside our control.
  • If more than 15 business days have passed since we told you your refund was approved and you still haven't seen it, contact us at info@cubastcoffee.com.au.

8. Cancelling or changing an order

Because we roast to order, orders move quickly.

  • Before dispatch: contact us as soon as possible and we will change or cancel your order and refund you in full where we can.
  • After dispatch: we can no longer cancel the order. If it is a non-coffee item, you may be able to return it under section 5.

Order confirmation emails contain a link to your order — the fastest way to reach us about it.

9. Incorrect addresses and undelivered parcels

Please check your delivery address carefully at checkout. We are not able to refund orders that are delivered to an incorrect address supplied by you.

If a parcel is returned to us as undeliverable:

  • We will contact you using the details on the order.
  • You can pay for redelivery, or we can refund the order less our actual outbound and return freight costs and a reasonable handling fee.
  • If we cannot reach you within 14 days after trying the email address and phone number on your order, we may dispose of perishable goods. We will still refund you the value of any non-perishable items in the order, less our actual outbound and return freight costs.

10. Subscription orders

Subscription deliveries are covered by this policy in exactly the same way as one-off orders.

To skip, pause, change or cancel a subscription — as opposed to seeking a refund on a delivery already made — see our Purchase Options Cancellation Policy.

11. Café purchases

This policy covers online orders. Purchases made in person at our Marcoola café are also covered by the consumer guarantees under the ACL. Speak to us in store and we will sort it out.

12. Contact us

RA&KL HOLDINGS PTY LTD trading as Cuba St Coffee Roasters
ABN 47 661 569 188
968 David Low Way, Marcoola QLD 4564
Email: info@cubastcoffee.com.au
Phone: +61 434 162 786

If we can't resolve something between us, you can contact the Queensland Office of Fair Trading at qld.gov.au/law/fair-trading, which handles individual consumer disputes in Queensland. Small claims can also be brought in the Queensland Civil and Administrative Tribunal (QCAT).

You can also report the conduct to the Australian Competition and Consumer Commission (ACCC) at accc.gov.au, though the ACCC does not resolve individual disputes.