Last updated: 26 September 2026
At Roam Coffee Packs, we want you to be happy with your purchase. If there is a problem with your order or product, please contact us and we'll work with you to resolve it.
1. Australian Consumer Law
Our returns and refunds policy operates alongside your rights under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies your rights under the ACL.
Our products come with consumer guarantees, which may give you rights to a repair, replacement, refund or other remedy when there is a problem with a product.
2. Damaged or Incorrect Products
If your order arrives damaged, faulty or you receive the wrong product, please contact us as soon as possible.
Please provide:
- Your order number
- Your name
- A description of the issue
- Photographs of the product or packaging where relevant
We may ask you to provide additional information so that we can assess the issue.
Depending on the circumstances and your rights under the ACL, we may provide a replacement, refund or another appropriate remedy.
3. Products That Are Not as Described
If you receive a product that is significantly different from what was described on our Website, please contact us.
We will assess the issue and provide an appropriate remedy where required by Australian Consumer Law.
4. Change of Mind
Unless otherwise stated, we do not offer refunds or exchanges simply because you have changed your mind, selected the wrong product or no longer want the product.
However, this does not affect your rights under the Australian Consumer Law.
5. Opened or Used Products
For health, hygiene, freshness and food-safety reasons, we generally cannot accept returns of coffee products that have been opened or used due to a change of mind.
This does not affect your rights where a product is faulty, defective, unsafe or otherwise covered by the Australian Consumer Law.
6. Incorrect Delivery Address
Please carefully check your delivery address before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided, please contact us to discuss available options.
Additional shipping charges may apply where the order needs to be resent.
7. Refunds
Where a refund is approved, the refund will generally be made to the original payment method.
The time it takes for the funds to appear in your account may depend on your payment provider or financial institution.
8. Shipping Costs
Where a product is faulty, defective, damaged or otherwise covered by a consumer guarantee, we will handle shipping costs in accordance with our obligations under Australian Consumer Law.
For change-of-mind requests, where a return is accepted at our discretion, the customer may be responsible for return shipping costs.
9. How to Request a Return or Refund
To request assistance with a return or refund, contact:
Roam Coffee Packs
Email: [EMAIL ADDRESS]
Please include your order number and a description of the issue.
We will review your request and let you know the next steps.
10. Refunds for Sale or Promotional Items
Sale and promotional products remain covered by Australian Consumer Law.
A sale or promotional price does not remove your consumer guarantee rights.
11. Contact Us
If you have a question about a return, refund or replacement, please contact us before sending anything back.
Roam Coffee Packs
Email: [EMAIL ADDRESS]
Website: roamcoffeepacks.com.au