Refund policy
Return and Refund Policy
At Urbano Organic Coffee Traders, we want you to be completely satisfied with your purchase. If you experience any issues with your order, we’re here to help.
1. Returns
If you received the wrong coffee or grind type, we take full responsibility and will replace it immediately. Please contact us at info@urbanocoffee.com.au with your order number and details about the issue, and we will resolve it promptly.
2. Return Conditions
To be eligible for a return, please make sure:
- The product was purchased in the last 14 days.
- The product is in its original packaging.
- The product is unused and undamaged.
- You have proof of purchase.
Returns that do not meet these criteria will not be eligible for a refund or exchange.
3. Shipping Charges for Returns
You are responsible for return shipping costs unless the return is due to an incorrect order or a damaged item upon arrival. Shipping charges are non-refundable.
4. Damaged or Defective Items
If your product arrives damaged or defective, please notify us immediately at info@urbanocoffee.com.au with photos and a description of the issue. We will arrange for a replacement or refund after reviewing the case.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed automatically via your original payment method. Please allow time for your bank or credit card provider to process the refund.
6. Non-Refundable Items
- Sale items and gift cards are not eligible for refunds.
- We do not issue refunds for digital products once the order is confirmed and the product is sent.
7. Contact Us
If you have any questions about our return and refund policy, please contact us at info@urbanocoffee.com.au or call us at [02 8746 0708].