SHIPPING WITHIN AUSTRALIA
All website orders within Australia are shipped via Australia Post or StarTrack depending on the region and delivery address.
If requested, we can provide an estimated date for delivery of your order, however, please note that all dates specified are estimates only. We have aligned ourselves with delivery partners who we believe will do their best to deliver our products in the best condition and by the estimated delivery date.
We provide free shipping on all orders $40 and over. Orders are dispatched daily (Monday to Friday) and will leave the warehouse within 2 business days of the order being received.
INCORRECT ADDRESSES
It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter an incorrect address, we are not obliged to resend the order to the correct address at our expense.
PARCEL DOES NOT ARRIVE
It is the responsibility of the customer to inform Van Diemen Coffee Co. if an order does not arrive. Once we learn an order has not arrived by the due date, we will lodge a support request with our delivery partner and provide you with an update as soon as possible. We will not be held liable for any loss or damage resulting from late delivery.
Please note that if an item has been lost in transit, we will not dispatch a replacement item immediately. Replacement items will be dispatched solely at our discretion.
As a guide, our delivery partners attempt to deliver to business and home addresses Monday to Friday between 9 am and 5 pm. Unfortunately, we are unable to provide you with a guaranteed time of delivery.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen, or damaged after delivery has taken place. Late delivery does not constitute a failure of our agreement and does not entitle you to the cancellation of an order.
RETURNS AND EXCHANGES POLICY
Returns and exchanges requested within 7 days of delivery will be at the customer’s expense.
HOW TO PROCEED IF YOU WISH TO RETURN OR EXCHANGE
In order to facilitate the return of your item, you must email us at orders@vandiemencoffee.com.au within 7 days of receiving your order. Goods must be returned within 7 days of the date you advise of the intended return.
Exchanges received outside of the above time frames are subject to product availability and the customer will incur any shipping costs for such exchanges. Acceptance of Returns and Exchanges outside of the stated time frame will be at the discretion of Van Diemen Coffee Co.
The return of any stock must be accompanied by the following information: customer name, address, invoice number, claim amount, reasons for the return, and a Return Authorisation Number which you will be given when you contact us to request a return.
Please note that we do not accept liability for returned goods if you do not return them to us via Australia Post’s Registered Post service or a signed courier.
Van Diemen Coffee Co. will not accept returns for any non-faulty items that have been used and are without original packaging. Upon receipt of an order, if any item has been received without packaging, the customer should notify us (by email) on the same day if they wish to return or exchange.
HOW TO PROCEED IF YOU WISH TO RETURN FAULTY GOODS
In order to facilitate the return of faulty items, you must email us at orders@vandiemencoffee.com.au and follow the standard returns process as detailed above.
Van Diemen Coffee Co. guarantees the following:
(a) We guarantee that all of our products are free from manufacturing defects in materials and workmanship;
(b) We guarantee that our goods are fit for the purposes for which they are supplied;
(c) We guarantee that all goods supplied by us are of merchantable quality;
(d) We guarantee to repair or replace in the case of a manufacturer’s defect within 1 month of receipt of return to us.
Please note that we will not accept returns in any of the following circumstances:
- Consumer returns where there is no evident manufacturer defect;
- Damage from an accident;
- Damage from misuse;
- Damage from failure to take proper care of items;
- Modified goods;
- Damage reasonably attributed to wear and tear.
Please note that for any non-faulty items returned a credit note will be issued.
Faulty items will only be accepted if the goods are delivered to the customer in a damaged condition or there is a subsequent manufacturing fault of which we are notified within 7 days of delivery. All items returned as faulty will be inspected and any items deemed to have been damaged by fair wear and tear will not be accepted as faulty. Items received outside the above time frames are accepted only at the discretion of Van Diemen Coffee Co.
We will give a full refund on any faulty items subject to the terms outlined above. This refund may be paid to the customer via bank transfer or credit card refund.
EXCHANGES
Exchanges are possible if the item is available. We can only exchange faulty items for the same product, or, at our discretion, an equivalent product. If you wish to exchange, please make your request clear when you email us.
Where possible, items may be repaired but only where such items are deemed faulty and suitable for repair. Repaired items are shipped free of charge to you if the product is deemed faulty.
We strongly advise all customers to check items thoroughly upon delivery before removing and disposing of any original packaging.
Please note that we do not accept liability for goods that are not returned via Australia Post’s Registered Post service or signed courier.
RECEIVING A REFUND
Credit Notes will be issued within 7 days of products being returned, which can be used against future purchases at www.vandiemencoffee.com.au and are valid for 6 months from the date of issue.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside Australia.
Refunds for faulty items will be made within 30 days of the date of return. All undamaged, correctly returned products will be credited to the customer’s bank account or credit card including GST for all Australian shipments excluding shipping charges.
RETURNS POLICY FOR ITEMS ON SALE
Van Diemen Coffee Co. will not exchange/refund on sale items, however, we may at our discretion offer a credit note. We request that all goods be returned within 7 days of the date of delivery if credit has been approved.
Any items returned outside this time frame are accepted at the discretion of Van Diemen Coffee Co.