Sometimes things don’t quite work out. We understand, and in the unfortunate circumstance that you need to return your unused Crema Joe products, we'll try to make the process as quick and easy as possible!
Coffee capsules are food storage items - we only accept returns of unused items, or by reason of manufacturing fault. Refunds cannot be issued for capsules used with non-compatible machines or "multi-capsule" machines. Other goods exempt from being returned: Perishable goods (such as coffee), gift cards, health and personal care items.
If you wish to return an item, goods must be accompanied by the official invoice / packing slip you received. If you are wanting to return a product we distribute that was purchased via one of our stockists, it will need to be returned to the original place of purchase.
We can only refund items that have been unused in a re-saleable condition within 14 days of receipt of goods. If 14 days have gone by since purchase, we cannot offer a refund or exchange. To be eligible for a return, items must be:
• contain the original instruction brochure inside (if applicable)
• in the original packaging
• in the same condition that it was received in
Please include your contact details, including the order number, name, email address and phone number with your goods so that our team can assist you as quickly as possible.
Please contact our customer service team or at info @ cremajoe.com.au to advise of a product return. A return must be requested within 7 days of receiving your order. You should then return your item(s) within 7 calendar days of receiving delivery return details. Returns outside these time frames may be accepted at the discretion of Crema Joe and may only be exchanged for an alternative product unless found faulty. Approved returns should be mailed to: P.O. Box 298, Kerrimuir, Victoria, Australia 3129
Please note: Brew results may vary. Extraction is dependant on which coffee you use and how you use it. For more information regarding brewing with reusables, see our help article here. However, if you believe your product to be faulty, please include the following details in your email:
• photos showing the issue
• a video of the issue if applicable
• order number
Hold onto your product, as we can replace faulty components, or alternatively we may arrange for you to return the product for testing. If a product testing assessment deems the product faulty, you will be reimbursed for the return postage expense and offered replacement components or a complete product replacement if applicable. If the issue is due to incorrect product use, you will be required to cover any related inspection costs and the additional postage expenses required to return the product to you.
Once a returned item is received and inspected, approved refunds / partial-refunds will be actioned and processed via the original method of payment, store credit code, or (if applicable) the exchange process will be finalised.
Partial refunds or exchanges may be granted in the following situations: Any item not in its original condition (damaged or missing parts for reasons not due to our error), any item that is returned more than 14 days after delivery. Only full priced items may be refunded - sale items cannot be refunded. If the item was marked as a gift when purchased and shipped directly to you, we will provide a discount code to value of the return. Once the returned item is received, a credit code will be supplied.
The customer is responsible for 100% of the return / change of mind / exchange shipping costs. Shipping costs are non-refundable. For all orders that received free shipping, the purchase price of the order will be refunded less a flat $10 restocking fee. This fee covers admin and processing costs for returns.
For late or missing refunds, please note that some banks or institutions may take some time to process funds. If there is significant delay, please contact your bank. If this has been done and the refund is yet to be received, please contact us.