Roaster Artisan will accept exchange or refund only for products if there is an obvious defect or the wrong order has been delivered. Exchange or refund is only eligible for defective products within 7 days of product delivery. Products that have been used or damaged by the customer are not eligible for exchange or refund.
Requests for exchange or refund after 7 days will be considered on a case by case basis and would only be excepted where a major defect could be shown to have existed in the product as delivered.
The exchange or refund request process must be initiated by email within 7 days of product receipt. The date of the email for request of exchange or refund will be used as the reference against the delivery receipt date to confirm the time.
Please send email requests for exchange or refund to: help@roasterartisan.com. Please quote your transaction reference number
Once a request for exchange or return is submitted, a customer service representative will contact you for more information to determine whether the product should be returned. You will be requested to provide information and images in relation to the defect, so that an initial assessment can be made.
The Payment receipt is required to be provided for all exchanges and refunds. Any other information such as order number or customer registration number should be provided if applicable.
If it is sufficiently determined that the product requires returning for exchange or refund, the return address will be provided by email.
The product must be returned with the original packaging and shipping container.
Roaster Artisan will not be liable for the return shipping fee, unless otherwise specified. Roaster Artisan will not be responsible for the product if your return shipping is lost in transit.
You will be notified by email by Roaster Artisan upon receipt of the returned product. The product will be assessed to confirm that an exchange or refund is required due to a defect. An assessment email will be provided to you, advising if the product is eligible for exchange or refund.
If a refund is required, a Roaster Artisan customer service representative will email you to determine the most appropriate method of providing the refund. This may be store credit, bank transfer or credit card refund.
For exchanging a product, a Roaster Artisan customer service representative will email you to advise on the exchange options available. Exchange of products are one-to-one for same coffee beans. If the coffee bean is out of stock, you can exchange for another similar coffee range. If all the coffee beans are out of stock, you can either:
- Exchange with same value item,
- Exchange with lower value item (no refund for price difference)
- Exchange with higher value item (customer must pay for the difference in prices)
Some products bought on sale may not be eligible for exchange or refund. This would be noted in the product description on the site it was purchased from.
Exchange or refund process may take 5 – 7 working days. You will be notified by email for refund transfer receipt or exchange delivery notification.
Summary of Requirements for Exchange or Refund.
- Product has Defect – confirmed by Roaster Artisan
- Can provide Payment Receipt
- Original packaging and shipping container must be returned
- Email Roaster Artisan – help@roasterartisan.com within 7 days of product delivery
- Please ensure you check your product for defects upon receiving. Do not throw out the packaging until you have checked the product