Please read through the contents of this page carefully and be sure you understand our policies clearly before completing your purchase. If you have any questions feel free to contact us directly.

Online Return Policy

If you are not completely satisfied with your full price purchase, please contact us directly to discuss at hola@kolokoffee.com.

Sometimes dissatisfaction comes from a misunderstanding of how to use the product for which we will try to help you understand.  If this does not fall into this category, then it is at our discretion to accept a return and subsequent exchange/refund however we are always willing to work with our customers to ensure the highest level of satisfaction.

We do not offer a change of mind refund policy, this includes incorrect items ordered from our website or third party entities, general change of mind or unsatisfied with use of items used.

As stated please correspond with us if you have any issue with all sale and discount code items (i.e. if you use a discount code, if the item has been reduced in price by us etc). and we will correspond with you however it is within our discretion to accept a return and subsequent exchange/refund to be applied. 

To be eligible for a refund on your returned item, the product must be in the same condition that you received it, including all original accessories AND must not be used. 

Coffee that has been purchased from our online store or through any other means is not eligible for a refund or return due to it's perishable nature.

We will not refund any products (reusable pod) if they have been purchased and used in a machine not listed on our compatibility guides

To start your return:

Please contact us at hola@kolokoffee.com if you have any questions. Once we have confirmed you are eligible for a refund we will inform you of what you need to do. 

Please ship your item back to us within 7 days of the delivery date. We will not accept returns beyond this time! You will be responsible for shipping your item(s) back to us, and return shipping costs cannot be refunded.

Please double check postage details when returning your order. We strongly recommend using a trackable service and uploading the tracking information in our returns portal. We do not take responsibility for stolen or missing packages and therefore cannot accept these for any purposes.. 

I received the wrong item / damaged item:

• If your item (including final sale items) arrives damage. Please email us at (hola@kolokoffee.com) to report the defect/damage within 7 days of receipt.
• The time limit for requesting a refund for a defective item is within 7 days of delivery. 
• If you receive the wrong item (whoops, we're only human), we will send you the correct item! We may send you a return shipping label for the incorrect item.
• Refunds/returns will not be provided due to customer error! Example: incorrect shipping address, not reading sizes, compatibility issues or descriptions of products, etc. 

Refunds

Once your return is received, you will be notified that we have received your returned product in acceptable condition. Should there be an issue with the items that we send back we will contact you directly to gather further information from you.

If this is the case, then we will process your refund within 7 business days of receipt and a credit will automatically be applied to your original method of payment. Please allow up to 15 days for refunds to reflect on your account.

We have the right to deny credit if the merchandise returned does not meet our return policy requirements or if the items are not able to be resold.

 

Exchanges

In the instance that you wish to make an exchange, please contact us directly to discuss. Our policy doesn't provide for exchanges in the instance of change of mind however every situation is unique. Please make sure you check what is in your cart before completing your transaction and make sure you have the right products.

Wholesale

Any customers that purchase goods from Kolo Koffee under a Wholesale agreement are only entitled to refunds, returns or exchanges in the instance that the goods are damaged or by any other circumstance covered under Australian Consumer Law. Having said that, we will work with our Wholesale customers to ensure that any issues are fixed.

 

With all enquiries please allow 48 hours within a business working day for a response. ( Monday 9am-5pm - Friday 9am-5pm)