Refund policy

Refund & Returns Policy

Last updated 7 September 2026

This policy applies to purchases from evercoffee.au, operated by MICE Group Holdings Pty Ltd (ABN 66 641 341 862) trading as Ever Coffee. It sits alongside your rights under the Australian Consumer Law, which always apply.

Your rights under the Australian Consumer Law

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In plain terms: if something we sold you is faulty, not as described, damaged when it arrives, or doesn't do what it should, we will fix it — with a refund, replacement or repair depending on the problem — and we will cover the cost of getting it back to us. You do not have to go to the manufacturer; you can always come to us.

1. Something wrong with your order

Email gday@evercoffee.au with your order number, a description of the problem and, where possible, a photo. Please tell us as soon as you notice a problem — for coffee, ideally within 7 days of delivery so we can trace the batch, although a later claim is still assessed on its merits.

• Damaged in transit, wrong item, or missing item: we will send a replacement at our cost or refund you, whichever you prefer. You will not be asked to pay return postage.
• Coffee that is stale, mis-roasted, wrongly ground or otherwise not of acceptable quality: we will replace or refund it. We may ask you to return the bag (we will send a prepaid label) or simply send a photo.
• Barista tools and equipment with a fault: for a major failure you choose a refund or replacement; for a minor failure we will repair or replace it within a reasonable time, or refund you if we can't. We arrange and pay for return shipping on faulty items. If an item is inspected and found to have no fault and to have been damaged by misuse, we will tell you before any charge and you may choose to have it returned to you.
• Lost in the post: if tracking shows a parcel has not been delivered within 10 business days of the expected date, contact us and we will replace or refund it. We deal with the carrier — you don't have to.

Refunds are paid to your original payment method within 10 business days of our approving the claim (usually much faster). If a replacement is sent, we cover its postage.

2. Change of mind

Coffee. Roasted coffee is a perishable food and espresso-ground coffee is ground to your order, so we cannot accept change-of-mind returns on coffee once it has been dispatched. If you have ordered the wrong grind or size and the order has not yet been dispatched, email us straight away and we will change or cancel it.

Barista tools and equipment. We accept change-of-mind returns on tools and equipment within 30 days of delivery if the item is unused, in its original undamaged packaging with all parts, manuals and accessories. Contact us for a return authorisation before sending anything back. For change-of-mind returns you are responsible for the cost of return postage and for the item until it reaches us; we recommend a tracked service. There is no restocking fee. We will refund the price of the item (not the original delivery charge) to your original payment method within 10 business days of receiving it in resaleable condition.

The following cannot be returned for change of mind: coffee; items ground, cut or made to order; consumables that have been opened (cleaning products, filters, cloths); gift cards.

3. Subscriptions

You can skip, pause or cancel a subscription from your account at any time before your next renewal date, and no further payments will be taken. Once a subscription order has been dispatched it is treated like any other coffee order — it can't be returned for change of mind, but any fault is covered under section 1. Full details are in our Subscription Terms.

4. Pickup orders

Pickup orders are held for 14 days from the "ready for pickup" email. Please check your order at the counter; if anything is missing or damaged, tell the team then or email us the same day and we will sort it out.

5. Manufacturer warranties

Some equipment comes with a manufacturer's warranty. That warranty is in addition to your rights under the Australian Consumer Law, not instead of them. If a manufacturer's warranty offers more than the law requires, we will help you claim it; if a fault is covered by the consumer guarantees, we deal with it directly under section 1.

6. Contact

Ever Coffee (MICE Group Holdings Pty Ltd, ABN 66 641 341 862)
PO Box 797, Orange NSW 2800
Email: gday@evercoffee.au
If we can't resolve a complaint, you may contact NSW Fair Trading (fairtrading.nsw.gov.au, 13 32 20).