Shipments and returns

X'mas Deliveries 2015 ~ Last orders by Monday 21st Dec. Reopen 4th Jan 2016. Happy Holidays Everyone!

Your delivery

Packages are generally dispatched within 1 business day after receipt of payment. Orders are shipped either via Australia Post, Fastway Couriers or Premiato Delivery (Gold Coast area region). 

Shipping fees include packaging and handling fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We recommend that you group your items in one order rather than placing several smaller orders. We cannot group two distinct orders placed separately and separate shipping fees will apply to each order. Your package will be dispatched at your own risk however we do attempt to minimise the risk by providing extra packaging around breakable items.

Returns, Refund & Exchange Policy

In accordance with the requirements of the Trade Practices Act 1974 (TPA), Premiato Coffee is happy to exchange any goods that are faulty, not as described, different from a sample shown, that do not do what they are supposed to do, or where you have received the incorrect product. In the event that we are unable to exchange or repair the goods, we will happily provide a store credit towards something else.

We will NOT provide product returns on any new coffee making equipment such as espresso machines, grinders and brewing equipment. These goods are subject to manufacturers warranties – please refer to our warranties policy.

  1. If you feel that you have received incorrect product:

Please contact Premiato Coffee via email to sales@premiatocoffee.com.au within 48 hours of receiving the product, quoting your invoice number and giving details of the product received. We will contact you by return email within 24 hours and provide you with a Return Authorisation number (RA number) to allow us to track your return. Please do NOT send goods back without the RA number. Please retain your receipt for proof of purchase.

With your receipt: We will offer you either a replacement item or store credit on goods, if said goods are returned in a saleable condition and in the original sealed packaging; or

Without your receipt: We reserve the right not to provide any exchange or store credit on goods returned without presentation of proof of purchase; and

Any returns for exchange or refund are also subject to the following conditions:

A credit or exchange will only be offered if the goods are returned within the following periods:

  • Green & freshly roasted coffee, tea, sugar, vending products, take-away cups & lids, disposable spoons & straws, stirrer sticks, coffee filters and other food & disposable items commonly used in food service must be returned (with RA number – refer above) to us within 5 business from the date you received the goods. For hygiene reasons, these items can NOT be returned where the packaging has been opened and/or resealed or damaged in any way.
  • Coffee accessories, crockery & utensils and cleaning products must be returned within 10 business from the date you received the goods (with RA number – refer above) in their original packaging.
  1. If you feel that you have received faulty product:

Please contact us via email to sales@premiatocoffee.com.au within 48 hours of receiving the product, quoting your invoice number and giving details of the product received. We will contact you by return email within 24 hours and provide you with a Return Authorisation number (RA number) to allow us to track your return. Please do NOT send goods back without an RA number. Faulty goods must be returned to us within 30 days from the date you received the goods.

You may also be asked to demonstrate that the goods being returned are due to a product fault rather than operator error. A credit will be offered at our discretion once we have physically received and inspected the returned goods. We reserve the right to assess the condition and age of the returned goods prior to offering any exchanges or store credit and credit may be refused.

For Approved exchange of product, store credit or warranty claims, the customer is responsible for delivering the goods back to us (including freight costs). We will pay the freight costs of sending the replacement goods to the customer.

Where store credit is provided instead of replacement goods and the store credit is redeemed within 30 days as payment towards a subsequent order in full or in part, we will contribute towards the new freight costs only the value of the freight that was paid by the customer for the original goods for which the store credit was granted. If store credit is redeemed later than 30 days after the credit is granted, all freight costs for the goods being purchased by redeeming store credit will be borne by the customer.

For more information on product returns, refunds and exchanges please visit www.fairtrading.qld.gov.au

We value our clients and will endeavour to do the right thing by you.

 

Warranties

All new espresso machines and grinders have a 12 month Return to Base (i.e. delivered back to our premises in Ashmore, Gold Coast) Manufacturer’s Warranty that covers parts only. A Manufacturer’s Warranty does not cover faults caused by misuse or expected wear and tear. If you have any mechanical issues within the warranty period, please contact us via email to sales@premiatocoffee.com.au immediately the fault is discovered, quoting your invoice number and giving details of the problem. We will contact you within 24 hours and provide you with a Return Authorisation number (RA number) to allow us to track your return. Please do NOT send goods back without an RA number.

We will endeavor to assist you with servicing and warranty repairs by dealing with the supplier on your behalf. If you believe your espresso machine or grinder is faulty, please return it within 5 days; most manufactures will replace if it is deemed faulty.

If you have any queries, please contact us at sales@premiatocoffee.com.au