Return and Refund Policy

Last updated: 13 September 2026

This Return and Refund Policy applies to purchases made from Cloudline Coffee, operated by 315COFFEE PTY LTD (ABN 48 693 952 135).

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement, refund or other remedy if a product:

• is faulty, damaged or unsafe;

• is significantly different from its description;

• does not perform as reasonably expected; or

• is not fit for a purpose that was made known to us before purchase.

Nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law.

Coffee, Food and Other Perishable Products

Because coffee and food products are perishable and sensitive to storage conditions, we do not accept returns for change of mind once they have been dispatched.

This includes choosing the wrong coffee, grind type, bag size or flavour profile. Personal taste preference is not generally considered a product fault.

However, if your order arrives damaged, defective, incorrectly supplied or materially different from its description, please contact us so we can assess the issue and provide an appropriate remedy.

Change-of-Mind Returns for Non-Food Products

We may accept a change-of-mind return for eligible non-food merchandise within 30 days of delivery.

To be eligible, the product must be:

• unused and in its original condition;

• returned with all tags, accessories and original packaging; and

• accompanied by a receipt or other proof of purchase.

Please contact us before returning anything. Returns sent without prior approval may not be accepted.

Unless the product is faulty or we supplied the wrong item, the customer is responsible for return postage. Original delivery charges are not refundable for change-of-mind returns.

Damaged, Faulty or Incorrect Orders

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as reasonably possible at hello@cloudlinecoffee.com.au.

Please include:

• your order number;

• a description of the issue; and

• clear photographs of the product and packaging, where applicable.

We may ask you to return the product before providing a remedy. Where the product is faulty, damaged or incorrectly supplied, we will cover reasonable return shipping costs or provide a prepaid return label where appropriate.

Depending on the circumstances and your rights under the Australian Consumer Law, we may offer a replacement, refund or another suitable remedy.

Sale Items and Gift Cards

Sale or promotional items are not eligible for change-of-mind returns.

This does not affect your rights under the Australian Consumer Law if a sale item is faulty, damaged, unsafe or incorrectly supplied.

Gift cards are not refundable or redeemable for cash, except where required by law.

Exchanges

To request an exchange, please contact us first. If the product is eligible, we will provide instructions for returning it.

Coffee, food and other perishable products cannot be exchanged due to a change of mind.

Returns Address

Approved returns should be sent to:

Cloudline Coffee
Shop 5, 209 Castlereagh Street
Sydney NSW 2000
Australia

Please do not send a return to this address until you have contacted us and received return instructions.

Refunds

We will let you know once we have received and assessed your return.

If a refund is approved, it will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional processing time before the refund appears in your account.

Delivery charges will only be refunded where required by law or where the return results from an error by Cloudline Coffee.

If more than 15 business days have passed since we approved your refund, please contact us at hell