We take pride in freshly roasted coffee. This policy applies to purchases made in-store and online and does not limit your rights under the Australian Consumer Law (ACL).
1. Change of mind
We do not offer refunds or exchanges for change-of-mind purchases, including ordering the wrong coffee, grind type or quantity, no longer needing the product, or simply preferring a different flavour. This applies to opened and unopened coffee, subject always to your statutory rights.
2. Faulty, damaged or incorrect coffee
Please contact us if coffee is unsafe, contaminated, damaged in a way that compromises the product, incorrectly supplied, underweight, or materially different from its description. We will assess the issue and provide remedies required by the ACL. For a major failure, you can choose a refund or replacement. For a minor failure, we may initially provide a replacement or other lawful remedy within a reasonable time.
3. Opened bags and taste preferences
Opening a bag does not remove your consumer guarantee rights. However, personal dislike of flavour, aroma, acidity or roast character alone does not normally entitle you to a refund where the coffee is otherwise as described and meets applicable guarantees.
4. How to raise a concern
Contact us as soon as reasonably possible with your order number or other proof of purchase, a description of the problem and, where available, photos, roast date or batch details. We may reasonably request to inspect the coffee. Original packaging is not mandatory to exercise ACL rights. No arbitrary reporting deadline in this policy overrides your legal rights.
5. Return postage and replacements
Where goods fail to meet an applicable consumer guarantee, we will cover reasonable return costs as required by law. Please contact us before posting coffee so we can arrange an appropriate process. Any replacement provided as a required remedy will be supplied without additional charge.
6. Refunds
Where a refund is required, we will arrange it promptly in accordance with the ACL, generally to the original payment method where practicable. Your bank or payment provider may take additional time to process funds.
7. Your consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts or modifies your statutory rights.
8. Contact
Forge Coffee Roasters
2 Skye Road, Frankston VIC 3199
Instagram: @fc_roasters
For assistance, contact us via our website or visit during trading hours
