Shipping, Returns & Cancellations Policy

We aim to provide clear, fair, and transparent terms for all customers while keeping shipping rates as low as possible. Please read carefully, as these terms form part of your agreement when purchasing from us.

RETURNS:

Reporting Damage or Faults

• Claims for damaged or faulty items must be lodged within 3 days of receiving your order.

• You must provide:

  • Your order number, full name, and email address used for the purchase -contact: info@eighteengrams.com.au or order@eighteengrams.com.au 

  • Clear photographs showing the damage or fault (including packaging if relevant)

• Claims made after 3 days will not be accepted.

 Food & Beverage Products

• No change-of-mind returns due to health and safety regulations.

• Refunds will not be given for taste preference — taste is subjective and not a product fault.

• If you have accidentally ordered wrong item - please contact us within 3 days of receiving good, you have to cover returns and item must be in same conditions (new unused package and boxes all intact). 

 Returns for Non-Food Items

• Accepted within 14 days of receipt if the item is unused, unworn, with tags, in original packaging, and in resalable condition.

• Proof of purchase is required.

• Return shipping for change-of-mind or incorrect selection is the customer’s responsibility.

 How to Start a Return

• Contact us at:
  Email: info@eighteengrams.com.au
  
  Business Address: 8/21 Mills Rd, DANDENONG 3175

• Returns must be sent to: Eighteengrams Coffee 

• If accepted, we’ll send a return label (if error was on our end - all other returns will not be covered ) and instructions.

• Items sent back without approval will not be accepted.

 Our Mistake

• If we have made an error (wrong product, missing item, incorrect quantity), you must notify us within 3 days of receiving your order.

• If approved, we will:

  • Cover all return shipping costs

  • Send you a pre-paid return label

  • Send the correct product or process a refund at no extra charge

 Incorrect or Inaccurate Delivery Address

• Ensure your delivery address is correct before placing your order.

• If your order is returned to us due to an inaccurate, incomplete, or undeliverable address, no refund will be issued.

• Re-delivery will require payment of the applicable shipping fee. If item is sent to an address and never returns, we can not refund - as we have sent out product on your error. You will need to repurchase from scratch. 

• If wrong address sends back items - you will pay for shipping for us to resend. 

 Refunds & Processing

• Refunds are processed back to your original payment method once returned goods are received and inspected.

• Allow up to 5 business days for processing after we receive the return.

 Purchase Options & Cancellations

• Orders can be cancelled or changed only if not yet processed or shipped.

• Once an order is packed or dispatched, it cannot be cancelled.

• Special/pre-order items may not be eligible for cancellation once processed by the supplier.

• If we cancel an order due to stock issues, pricing errors, or suspected fraud, a full refund will be issued.

Additional Notes

• Inspect deliveries upon arrival and keep packaging until any issue is resolved.

• We are not responsible for courier delays once dispatched. We will help chase and sort to situation however it is out of our control. 

• Shipping rates and terms may change without prior notice.