Refund policy

Returns & Refunds Policy

Last updated: 5 August 2026

Please choose carefully. Grouch & Co does not accept returns, exchanges, refunds or store credits for change of mind.

However, if your order arrives faulty, damaged, incorrect or does not meet the consumer guarantees provided under Australian law, contact us and we’ll work with you to sort it out.

This policy applies to products purchased directly from the Grouch & Co online store or our Myaree roastery.

Australian Consumer Law

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

Depending on the circumstances, you may be entitled to a repair, replacement, refund or another remedy if a product:

is faulty, damaged or unsafe;
is not of acceptable quality;
does not match its description;
is not fit for a purpose you made known to us;
is significantly different from what you ordered; or
otherwise fails to meet a consumer guarantee.

Your rights under the Australian Consumer Law are not limited to a specific number of days.

You do not need to keep the original packaging to exercise your rights where a product is faulty or otherwise fails to meet a consumer guarantee.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

No Change-of-Mind Returns

Grouch & Co does not offer returns, refunds, exchanges or store credits where you:

change your mind;
order the wrong product, size, quantity or grind;
decide you do not like the flavour or roast profile;
find the product cheaper elsewhere;
no longer want or need the product; or
select the wrong delivery or subscription option.

Please check your order carefully before completing checkout.

This policy does not affect your rights under the Australian Consumer Law where a product is faulty, damaged, incorrect, unsafe, does not match its description or otherwise fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if your order arrives faulty, damaged, incorrect or significantly different from what you ordered.

Email what@grouchandco.com or call (08) 9319 8188 and include:

your name;
your order number or other proof of purchase;
a description of the problem; and
photographs, where helpful.

We may need to inspect the product or request further information before confirming the appropriate remedy.

Where a product has a major problem, you may be entitled to choose between a replacement and a refund.

Where a problem is minor, we may provide an appropriate remedy within a reasonable time.

Coffee Quality Concerns

Coffee is an agricultural product, so natural variations can occur between harvests, batches and roast dates.

Tasting notes describe the flavours and characteristics identified by our roasting team. They are intended as a guide and do not guarantee that every person will experience the coffee in exactly the same way.

Simply preferring another coffee, roast level or flavour profile is considered a change of mind and does not qualify for a return, refund or exchange.

Please contact us if you genuinely believe your coffee:

smells or tastes defective;
was roasted or ground incorrectly;
does not match the coffee ordered;
arrived damaged or unsealed; or
has another genuine quality or safety issue.

We take coffee quality seriously and will assess each concern fairly.

Coffee Ground for Espresso

Coffee ground for espresso cannot be returned, exchanged or refunded simply because the grind does not suit your particular espresso machine.

Espresso grind settings are not one-size-fits-all. The correct grind depends on factors including:

the espresso machine;
the basket size;
the coffee dose;
the coffee’s age;
temperature and humidity;
the extraction recipe; and
the way the machine applies pressure and water.

Espresso also needs to be dialled in regularly. Even the same coffee may require grind adjustments from one day to the next as the beans age and brewing conditions change.

When you select espresso grind, we will grind your coffee using our standard espresso setting. We cannot guarantee that this setting will be fine or coarse enough to produce the ideal extraction on every espresso machine.

Pre-ground coffee cannot be adjusted once it has been ground. For the best results and the ability to dial in your espresso properly, we strongly recommend purchasing whole beans and grinding them fresh at home.

This exclusion does not apply if:

we supply a different grind from the one ordered;
we send the wrong coffee;
the coffee is faulty, damaged or unsafe; or
the product otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Proof of Purchase

We may ask for reasonable proof that the product was purchased directly from Grouch & Co.

Proof of purchase may include:

an order confirmation;
a receipt;
a customer-account order record;
a bank or card statement; or
another document showing the purchase.

How to Request a Return

Please contact us before returning a product so we can assess the issue and provide return instructions.

Email: what@grouchandco.com
Telephone: (08) 9319 8188

Approved returns should be sent to:

Grouch & Co Coffee Roasters
Unit 1, 45 McCoy Street
Myaree WA 6154
Australia

Please include your name and order number with the returned product.

Do not return a product until you have contacted us and received instructions.

Return Shipping

Where a product can be posted or easily returned, we may ask you to send it back so we can inspect it.

If we confirm that the product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, Grouch & Co will cover or reimburse your reasonable return-postage costs.

Please keep your postage receipt.

Where practical, we may provide a prepaid return label instead.

We do not accept returns or cover return-shipping costs for change of mind, flavour preference, roast preference or an espresso grind that does not suit a particular machine.

Refunds

Once we receive and assess the product, we will contact you with the outcome.

Approved refunds will be issued to the original payment method unless another method is agreed.

We will not deduct payment-gateway or transaction fees from a refund provided because a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.

We will process approved refunds as soon as reasonably possible. Your bank, card provider or payment service may require additional time to display the refund in your account.

Exchanges and Replacements

Where a replacement is appropriate and the same product is available, we will arrange for it to be sent to you.

If the original product is unavailable, we will discuss an appropriate alternative or refund with you.

You will not be required to accept store credit where the Australian Consumer Law entitles you to a refund.

Products Purchased From Another Retailer

If you purchased a Grouch & Co product from another café, supermarket, stockist or retailer, please contact the business that sold you the product first.

The retailer that sold the product is generally responsible for providing the appropriate remedy.

You are still welcome to contact us if the issue relates to the quality or safety of a Grouch & Co product.

Contact Us

For returns, refunds, damaged orders or product-quality concerns: