Shipping and Returns Policy

Shipping within Australia

All website orders within Australia are shipped via XpressToYou or StarTrack. If you require any special delivery requirements, please include them in the notes section at checkout or alternatively, contact customer service.

If requested, we will provide you with an estimated date for the delivery of all parcels. While we make every effort to deliver within your requested time, all dates are estimated and cannot be guaranteed. Axil use third party delivery companies based on their ability to deliver our products in the best condition and by the estimated delivery date.

We dispatch daily; Monday – Friday. All orders will leave the roastery and warehouse within 2 business days of the order being received.

Shipping Internationally

Axil Coffee Roasters ships internationally, on the basis that the customer(s) bare the cost.

Incorrect Addresses

It is your duty and obligation to enter the correct delivery address details at the time of ordering. Should an incorrect address be entered, Axil Coffee Roasters are not obliged to resend the order to the correct address at our own expense. Axil Coffee Roasters does not ship or deliver to parcel lockers.

Missing Packages

It is the responsibility of the customer to inform Axil Coffee Roasters if an order does not arrive within the expected timeframe. If we realise that an order did not arrive by the due date, we will lodge an enquiry with the designated delivery company. Axil Coffee Roasters will not be held liable or responsible for any loss or damage resulting from a delayed delivery.

Please note that if an item has been lost in transit, we will not dispatch a replacement item immediately. Items will be replaced and dispatched at discretion.

Our couriers and third-party delivery companies attempt to deliver to home or business addresses between Monday and Friday, 9-5pm. Axil Coffee Roasters are unable to guarantee time of delivery.

Without limiting the operation of any other Terms & Condition herein, Axil Coffee Roasters will not accept liability for any loss or damage arising from late deliveries. Late deliveries do not constitute a failure of agreement and does not entitle you to cancel an order.

Without limiting the operation of any other Terms & Condition herein, Axil Coffee Roasters will not accept the liability for any loss or damage arising from items lost, stolen or damaged, damages occurring due to third party delivery services or after delivery has taken place.

Authority to leave

As a result of Covid 19 safety measures, our freight partners are not asking for your signature when your item is delivered. They will leave your package in a safe place. Should you not wish for your package to be left at the address specified on your order, then please contact customer service.

Returns & Exchanges Policy

Returns and exchanges of goods due to change of mind must be requested within 7 days of delivery and will be at the customer’s expense.

Returns or Exchanges Process

If you would like to return or exchange a product(s), to facilitate the return of the order, please email orders@axilcoffee.com.au within 7 days of receiving your order. Goods must be returned within 7 days of the date you advise of the intended return.

Exchange of items outside the agreed upon time frame is subject to product availability and the customer will incur any associated shipping costs for such exchanges. Acceptance of Returns and Exchanges outside of the agreed upon time frame will be at the discretion of Axil Coffee Roasters.

Return of stock; either exchange or refund must be accompanied by the customer name, address, invoice and order number, claim amount, reason for return and/or any associated faults to the product. Axil Coffee Roasters will provide the customer with authorisation number once a request for return has been placed and the exchange or return has been approved.

Axil Coffee Roasters is not liable for returned goods if they are not returned to us via a signed courier.

Axil Coffee Roasters will not accept returns for non-faulty items that have been used and/or without packaging. Should the customer receive an order without the packaging, they should immediately notify us by email and landline if they wish to return or exchange an item.

How to proceed if you wish to return faulty goods:
In order to facilitate the returns process of faulty items, you must email us at orders@axilcoffee.com.au.

Axil Coffee Roasters guarantees that:

  • All products are free from manufacturing defects;
  • Our goods are fit for purposes for which they have been manufactured and supplied;
  • All goods supplied by us are of saleable and useable quality
  • We will guarantee to repair or replace in the instance of a manufacturers defect within a reasonable time from the receipt of return
Axil Coffee Roasters will not accept returns in the following situations:
  • Damage from misuse;
  • Damage from an accident;
  • Damage from failure to take proper care;
  • By modifying the items;
  • Damage related to general wear and tear and prolonged usage
  • Past the best before date (after 7 days from day of roasting)
  • Damage occurring from third party delivery services

For non-faulty items returned, a credit note will be issued. This cannot be exchanged for a refund. Faulty items will only accepted if the goods are delivered to the customer in a damaged or unusable state or a due to a manufacturer’s fault which we are notified of within 7 days of delivery. All items returned as faulty will be inspected and any items that are considered to be damaged through wear and tear will be rejected as a faulty item. Items received outside of the above time frame will be accepted only at the discretion of Axil Coffee Roasters. We will provide a full refund on faulty items subject to the terms above.
This refund may be paid to the customer via bank transfer or credit card refund.

Exchanges

Exchanges are permitted if the items is available. We can only exchange faulty items for the same product. If the same product is not available we will exchange it for a product of equal value.

Where possible, items may be repaired but only where such items are deemed faulty and suitable for repair. Repaired items are shipped free of charge if the product is regarded as faulty.

It is advisable that all customers check ordered items thoroughly upon delivery before removing any original packaging and before disposing any original packaging.

Please note that we do not accept liability for goods that are not returned via a registered post service or signed courier.

Receiving A Refund

Refunds for faulty items will be made within 30 days from the date of return. All undamaged and correctly returned products will be credited to the customer’s bank account or credit card including GST for all Australian shipments excluding shipping charges.

Voucher can be issued within 7 days of products being returned, which can be used against future purchases on the axilcoffee.com.au webstore or in-store.

Returns policy for items on sale

Axil Coffee Roasters will not exchange or provide a refund on sale items. A credit note can be provided at our discretion. We request that all goods are returned within 7 days of when the item(s) is delivered if a credit note has been approved.