Returns & Refunds
Full refund policy
The complete policy in full. Everything above is a plain-English summary of what follows.
Domestic Returns:
We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need to provide the receipt or proof of purchase.
Damaged and Incorrect Products
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Damaged in transit:
If your order arrives damaged, please contact us ideally within 24 hours of delivery with photos of the product and packaging so we can assist you as quickly as possible. This 24-hour window is a guide to help us act fast; it does not limit your rights under the Australian Consumer Law, or, where applicable, your legal guarantee rights as an EU or UK consumer, both of which continue to apply beyond this window.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, tea, or coffee), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, for change of mind returns within Australia, we cannot accept returns on sale items, clearance items, perishable goods such as coffee beans, or gift cards. This exclusion applies to discretionary Australian change of mind returns only. If you are an EU or UK customer exercising your legal right to cancel, see the EU & UK Right to Cancel section under International Returns below — this exclusion does not apply to you.
Change of Mind Returns (Australian customers)
To start a change of mind return contact us at info@thebasicbarista.com. If your return is eligible and accepted, we'll send you a return shipping label and instructions on how and where to send your package.
For change of mind returns, we deduct a fixed return handling fee of 9% to cover payment processing costs, plus the original outbound shipping fee. This fee is the same regardless of payment method and will always be shown to you before you confirm your return.
Items sent back to us without first requesting a return will not be accepted.
Change of mind returns within Australia are offered as a goodwill service in addition to your rights under the Australian Consumer Law and remain subject to the conditions set out in this policy.
You can always contact us for any return questions at info@thebasicbarista.com.
Product Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds & Refunding Orders
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. Where approved, we will process your refund to your original payment method within 14 days of receiving the returned item. Please remember it can take some additional time for your bank or card provider to process and post the refund. Returned items remain the customer's responsibility until received by Basic Barista.
Returns Due To Missed Delivery
Sometimes deliveries are missed, in the event that a parcel delivery is missed or can't be left in a safe place (usually determined by the delivery driver) Parcels are usually redelivered or are sent to a pick up location near you. In the event that a parcel has both been attempted to delivered and not picked up, the parcel will be returned to us 'Basic Barista'.
Please note that in such cases, the customer is responsible for covering the cost of a secondary shipment. We encourage our customers to provide accurate shipping information and to be available to receive their package as scheduled to avoid any additional charges. If you need to arrange for a re-delivery, please contact our customer service team asap. We are committed to assisting you in receiving your order swiftly and seamlessly.
Return Frequency:
To maintain fairness for all customers and prevent misuse of our returns system, Australian change of mind returns are limited to one per customer every two (2) months. Additional change of mind returns may be denied at our discretion. This limit does not apply to faulty goods claims under the Australian Consumer Law, or to the EU/UK statutory right to cancel described under International Returns below.
International Returns:
Customers outside Australia: at this time we do not offer a change of mind return service for orders shipped to other countries. If you are located in the EU or UK, you have a separate statutory right to cancel your order - see "EU & UK Right to Cancel" below. If there is something wrong or incorrect with your order, please get in touch - we're always happy to help.
If your item was damaged during transit, you received an incorrect item, or there is anything else incorrect about your order, please get in contact with us right away.
Customs duties and import taxes are the customer's responsibility and will not be refunded. International orders may be subject to customs inspections and import duties or taxes in the destination country. These fees and any customs delays are the responsibility of the customer.
We recommend checking any known postal or customs service disruptions in your country before placing an order. Basic Barista Aus is not responsible for parcels held, delayed, or rejected by customs or border authorities. Search Australia Post's International Service Disruptions Page here.
Refunds will not be issued for orders refused by the customer or abandoned due to unpaid duties or taxes.
EU & UK Right to Cancel
If you are a consumer located in the European Union or United Kingdom, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason. This right exists by law, applies only to orders shipped to the EU or UK, and applies in addition to, and separately from, our Australian change of mind policy above.
To cancel, use the withdrawal link in your account at account.thebasicbarista.com, or contact us at info@thebasicbarista.com within the 14-day period. We will send you confirmation of your cancellation without undue delay.
If you cancel under this right, we will refund the price you paid, including the standard delivery cost you originally paid, within 14 days of receiving the goods back (or evidence that you've sent them back). You are responsible for the direct cost of returning the goods, unless the goods are faulty or not as described. The sale/clearance item exclusion and two-month return limit described under Domestic Returns above do not apply to this right. Some goods are not eligible for cancellation under this right, including custom or personalised items, perishable goods such as coffee beans, and hygiene-sealed items that have been unsealed.
You can always contact us for any return questions at info@thebasicbarista.com.
Fraudulent Orders:
We have systems in place to detect fraudulent orders placed by scammers. If your order is confirmed as suspicious or fraudulent, we will cancel it and refund the order in full, with no fee deducted, since this cancellation is initiated by us and is not a change of mind on your part. A separate, 9% fee may apply where you request cancellation of a pre-order or wholesale order.
!!! IMPORTANT PLEASE READ!!!
We ship some products that require an electric plug-in connection to a wall socket. All electronic plug-in products sold by Basic Barista Aus are designed for Australian wall sockets (or equivalent power via a suitable, reputable adaptor). If a product is damaged because it was connected to power outside its intended specifications, or without a suitable adaptor, this will not be treated as a fault covered by this policy. This does not affect your rights under the Australian Consumer Law, or, where applicable, your legal guarantee rights as an EU or UK consumer, for products that are faulty or not fit for purpose regardless of power source.
Consumer Rights
Your Rights Under the Australian Consumer Law
Nothing in this policy excludes, restricts, or limits your rights under the Australian Consumer Law. If a product you purchase from us has a problem that would be considered a failure under a consumer guarantee, for example, if it's faulty, not fit for purpose, or significantly different from its description, you may be entitled to a repair, replacement, or refund, generally regardless of any timeframe or exclusion set out elsewhere in this policy.
Consumer Rights for Other International Destinations
This policy sets out specific return and cancellation rights for customers in Australia, the European Union, and the United Kingdom, as these are our primary markets with clearly defined consumer protection rules. For orders shipped to any other country, nothing in this policy, or in our Terms of Service, limits any non-excludable consumer protection rights you may have under the law of your country of residence, to the extent those laws apply to your purchase. We are not able to individually confirm compliance with the consumer protection laws of every country we ship to, and recommend contacting your local consumer protection authority if you have questions about your rights. If we become aware that a particular country's mandatory consumer law requires a different approach from this policy, we will update our practices for orders to that country.