Returns & Refund Policy

At Brew Brew, we want you to be happy with your purchase. This Returns & Refund Policy explains how we handle change-of-mind requests, exchanges, damaged or faulty products, and refunds.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable consumer protection laws, including the Australian Consumer Law.

Change-of-Mind Returns

Brew Brew does not accept change-of-mind returns or provide refunds solely because a customer has changed their mind about a purchase.

This includes situations where a customer:

• ordered the wrong product;
• selected the wrong size, colour or variation;
• no longer wants or needs the product;
• decides they do not like the product;
• finds the product cheaper elsewhere; or
• otherwise wishes to return a product for reasons unrelated to a product defect, damage or incorrect fulfilment.

If you are unsure whether a product is suitable for your needs, compatible with your equipment, or you have any questions about a product before placing your order, please contact us at hello@brewbrew.com.au. We are happy to help you choose the right product before you purchase.

Australian Exchanges

For orders delivered within Australia, Brew Brew may, at its discretion, offer an exchange for an eligible unused product.

Any exchange must be approved by Brew Brew before the product is returned and is subject to the following conditions:

• the request must be made within 14 days of receiving the order;
• the product must be unused and in its original condition;
• the product must include its original packaging, tags, accessories, manuals and other supplied components;
• the product must be suitable for resale; and
• the customer is responsible for reasonable return shipping costs associated with the exchange, unless otherwise required by law.

An exchange is not guaranteed and is offered at Brew Brew's discretion.

International Orders

Change-of-mind returns and exchanges are not accepted for international orders.

Due to the additional shipping, customs, processing and logistics involved in international fulfilment, Brew Brew does not accept international returns or exchanges where the customer has simply changed their mind or no longer wants the product.

If you are an international customer and are unsure whether a product is suitable for your needs, please contact us before placing your order. We are happy to answer questions and help you make an informed purchasing decision.

This does not affect any rights or remedies that apply where a product is defective, damaged, incorrectly supplied, or otherwise does not meet applicable consumer guarantees or mandatory consumer protection laws.

Faulty, Damaged or Incorrect Products

We want every order to arrive safely and in the condition you expect. If there is a problem with your order, please contact us at hello@brewbrew.com.au as soon as possible after receiving it.

Please include your order number and clear photographs or videos showing the product and the issue. This helps us understand what happened and provide the most appropriate solution.

Australian Orders

For orders delivered within Australia, if your product arrives damaged, is faulty, defective, or you receive the wrong product, please contact us before returning or disposing of the item.

Our team will review the issue and may ask for additional photographs, videos or other information to assess the problem.

Depending on the nature of the issue, we may:

• arrange for a replacement product to be sent;
• provide a repair or other appropriate remedy where applicable; or
• provide a refund.

Please do not return a faulty or damaged product unless we have provided return instructions.

Where a product is confirmed to have a problem covered by applicable consumer law, Brew Brew will provide the remedy required by law.

International Orders

For international orders, if your product arrives damaged, faulty, defective, or materially different from the product ordered, please contact us at hello@brewbrew.com.au as soon as possible after receiving your order.

Please provide:

• your order number;
• clear photographs of the product;
• photographs of the packaging and shipping label; and
• a description of the issue.

Where we confirm that the product was damaged, faulty, defective, or incorrectly supplied, we will provide a full refund for the affected product.

For confirmed damaged, faulty or incorrectly supplied international orders, you will not be required to pay the return shipping cost where a return is required by Brew Brew.

In some circumstances, we may ask you to provide photographs or videos rather than return the product, particularly where returning the product would be impractical.

Please do not dispose of, alter, repair or return the product without contacting us first, as we may need to assess the issue and provide further instructions.

Conditions for Fault and Damage Claims

A product that is damaged through misuse, incorrect use, accidental damage, unauthorised modification, normal wear and tear, or failure to follow the product's instructions may not be considered a manufacturing fault or shipping damage.

We may request reasonable evidence to assess the issue before approving a replacement or refund.

Where appropriate, we may request photographs, videos or other information to help determine the cause of the issue.

Return Approval

All returns must be approved by Brew Brew before the product is sent back.

Please do not send a product to us without first contacting us and receiving return instructions.

Unauthorised returns may not be accepted.

If a return is required, we will provide instructions on how and where to send the product.

Return Shipping

For approved Australian change-of-mind exchanges, the customer is responsible for reasonable return shipping costs, unless otherwise required by law.

For confirmed faulty, damaged or incorrectly supplied products, Brew Brew will handle reasonable return shipping costs where required by applicable law.

For international orders, where Brew Brew confirms that a product is faulty, damaged or incorrectly supplied, we will provide the applicable remedy described in this policy and will not require the customer to bear return shipping costs where a return is required by Brew Brew.

Refunds

Where a refund is approved, it will generally be processed to the original payment method used for the purchase.

We will notify you once your return or claim has been reviewed and let you know whether the refund has been approved.

Once approved, refunds will generally be processed within 10 business days.

The time it takes for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Brew Brew is not responsible for delays caused by banks, card issuers or payment providers.

Lost or Damaged Returns

If you are required to return a product, please ensure it is packaged securely and appropriately.

For customer-initiated returns, we recommend using a tracked shipping service and retaining proof of postage until your return has been fully processed.

Brew Brew is not responsible for products that are lost or damaged while being returned by the customer, except where otherwise required by applicable law.

International Orders

International customers are responsible for ensuring that the products they order can legally be imported into their destination country.

Customers are also responsible for any applicable:

• customs duties;
• import taxes;
• VAT or other local taxes;
• customs clearance charges;
• brokerage fees;
• handling charges; or
• other charges imposed by the destination country.

These charges are separate from the purchase price and shipping charges paid to Brew Brew.

Refused, Unclaimed or Abandoned Shipments

If a customer refuses delivery, fails to collect a shipment, provides an incorrect or incomplete delivery address, or otherwise causes an international shipment to be returned to Brew Brew, this does not automatically constitute an approved return or entitle the customer to a refund.

Any refund will be considered only after the product has been returned to Brew Brew and the circumstances have been reviewed.

Where permitted by law, any shipping, return shipping, customs, duties, taxes, carrier charges or other costs incurred by Brew Brew as a result of the customer's refusal, non-collection or incorrect delivery information may be deducted from any refund otherwise payable.

Fraudulent or Abusive Claims

Brew Brew reserves the right to investigate suspected fraudulent, abusive or dishonest return or refund activity.

This may include:

• false claims that an item was damaged or defective;
• claims involving products that have been intentionally damaged;
• products returned that are materially different from the products supplied;
• attempts to obtain a refund without returning a product where a return has been requested;
• repeated misuse of the returns or refund process; or
• other conduct that reasonably indicates an attempt to misuse this policy.

Where permitted by law, Brew Brew may refuse discretionary exchanges or other discretionary returns in such circumstances.

This section does not limit any consumer rights that cannot legally be excluded.

Consumer Guarantees

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under applicable consumer protection laws, including the Australian Consumer Law.

Where a consumer guarantee applies, your legal rights take priority over this policy.

For change-of-mind requests, however, Brew Brew's change-of-mind and exchange conditions above apply.

Contact Us

If you have any questions about our Returns & Refund Policy, a product you have received, or whether a product is suitable for your needs, please contact us:

hello@brewbrew.com.au

We are always happy to help.