Money Back Guarantee
CoffeeRoo Money Back Guarantee Policy
Effective Date: 31 May 2025
- Introduction and Scope
This Money Back Guarantee Policy (“Policy”) is issued by CoffeeRoo Pty Ltd (“CoffeeRoo”, “we”, “us”, or “our”) and applies to eligible transactions conducted on the CoffeeRoo website, www.coffeeroo.com.au (“Website”). This Policy is intended to offer protection to buyers who do not receive an item, receive an item that is materially different from the item described in the listing, or where a seller fails to honor their stated return policy.
This Policy operates in addition to, and does not limit, any statutory rights or remedies available to consumers under the Australian Consumer Law (ACL).
- General Eligibility and Coverage
2.1 Transactions Covered
The CoffeeRoo Money Back Guarantee applies under the following circumstances:
- The buyer did not receive the item purchased.
- The item received is significantly not as described in the seller’s listing.
- The item was delivered in a damaged or faulty condition.
- The seller failed to adhere to the stated return policy.
2.2 Requirements for Buyer Eligibility
To qualify for protection under this Policy, a buyer must:
- Complete the purchase on the Website using an eligible payment method;
- Comply with all procedural requirements and timeframes outlined herein;
- Not engage in fraudulent conduct or file claims through alternate resolution channels for the same issue;
- Ensure the item in question is not otherwise excluded by this Policy.
2.3 Seller Responsibilities
Sellers shall:
- Deliver the item in the condition and manner described in the listing;
- Honor their stated return policies;
- Respond to buyer claims and cooperate with CoffeeRoo within applicable timeframes;
- Reimburse CoffeeRoo in the event a buyer is refunded under this Policy.
- Payment Methods and Item Exclusions
3.1 Eligible Payment Methods
Protection under this Policy extends only to payments processed through CoffeeRoo’s integrated checkout using:
- Credit or debit card
- PayPal
- Apple Pay or Google Pay
- Afterpay
- Zip
- CoffeeRoo gift cards or vouchers
Excluded Payments: Any transaction conducted wholly or partially outside of CoffeeRoo’s platform, including but not limited to cash, bank transfer, escrow services, or money orders.
3.2 Excluded Items
Items not covered include, but are not limited to:
- Real estate, businesses for sale, and websites
- Digital goods and NFTs
- Classified advertisements
- Services
- Travel and event tickets
- Motor vehicles and heavy machinery
- International Transactions
For purchases involving international delivery, the governing protection policy will be that of the CoffeeRoo site used to complete the checkout, not necessarily the listing site. Buyers and sellers are advised to review the international trading policies applicable to their respective transactions.
- Buyer Claims: Non-Receipt of Item
5.1 Procedural Requirements
- Buyer may submit a claim no earlier than the estimated or actual delivery date and no later than 30 days thereafter.
- Seller must respond within 3 business days of the claim.
- CoffeeRoo may intervene within 21 business days of the claim if not resolved.
5.2 Required Evidence for Seller Defense
Sellers must provide:
- Valid tracking from an integrated carrier showing timely delivery;
- Delivery address corresponding to that on the order;
- Delivery status as “delivered” or “attempted”;
- Signature confirmation for orders over $750.
5.3 Exclusions
No refund is issued if:
- Buyer supplied an incorrect address;
- Buyer refused delivery for reasons unrelated to postage underpayment;
- Buyer used third-party mail redirection not affiliated with CoffeeRoo.
- Buyer Claims: Item Not As Described
6.1 Buyer Remedies
Where an item does not conform to the listing:
- Buyer may initiate a return within 30 days;
- Seller must respond within 3 business days;
- CoffeeRoo may refund the buyer and charge the seller if a return is approved and the seller fails to issue a refund.
6.2 Return and Refund Mechanics
- Return postage is the seller’s responsibility for “not as described” cases;
- Refunds must be issued via the return request system;
- If CoffeeRoo handles refund, the seller will be invoiced or funds deducted as per the Payments Terms.
6.3 Special Circumstances
Covered cases include:
- Items inspected under the Authenticity Guarantee;
- Fitment errors for auto parts if incorrect compatibility was listed;
- Items materially damaged during reasonable use for inspection;
- Counterfeit goods, hazardous goods, or items with no residual value (e.g., expired perishables).
- Return Obligations and Postage
Both buyers and sellers are subject to strict return procedures, including:
- Using tracked return methods;
- Providing appropriate documentation;
- Meeting deadlines as specified by CoffeeRoo communications.
Responsibility for return postage varies based on the return reason and the seller’s stated return policy.
- Refunds, Reimbursements, and Currency Handling
8.1 Refunds to Buyers
Refunds are typically issued to the original payment method. Alternative refund mechanisms (e.g., PayPal, voucher) may be used if standard methods are unavailable.
8.2 Currency Conversion
Refunds are processed using the same exchange rate as at the time of purchase. CoffeeRoo does not compensate for losses caused by third-party currency fluctuations.
8.3 Seller Reimbursements
CoffeeRoo reserves the right to recover amounts refunded to buyers by invoicing the seller or debiting the seller’s account in accordance with the Payments Terms.
- Dispute Resolution, Appeals, and Extensions
9.1 Appeals
Buyers and sellers may appeal CoffeeRoo decisions within 30 calendar days. Supporting documentation may be required. Successful appeals may result in revised outcomes.
9.2 Extensions
CoffeeRoo may, at its sole discretion, extend deadlines in exceptional circumstances, including but not limited to natural disasters, fraud investigations, postal disruptions, or platform-wide issues.
- Loss of Coverage
Buyers lose entitlement under this Policy if they:
- Close their own case;
- File a duplicate claim via other resolution methods;
- Engage in fraudulent, abusive, or deceptive conduct.
CoffeeRoo retains the right to suspend or terminate a buyer’s eligibility under this Policy permanently in cases of abuse.
- Final Authority and Modifications
CoffeeRoo reserves the sole and absolute discretion to determine the outcome of all disputes, including those escalated through appeal. This includes the right to:
- Open or close cases without user request;
- Modify refund or reimbursement transactions to correct processing errors;
- Grant exceptions to this Policy on a case-by-case basis.
