Returns policy

CAN I RETURN OR EXCHANGE MY PRODUCTS?

Change of mind returns

If you change your mind about your purchase, we will offer you a refund provided that:

• the refund request is made within 30 days of purchase; and
• you are able to provide a copy of your order number, invoice or other form of proof of purchase; and
• the product is unused, intact and in its original packaging; and
• you pay the return delivery cost; and
• the item is not subject to the exclusions below.

Excluded Change of Mind Items

Change of mind returns will not apply to the following items:

• coffee consumables
• sale or clearance items
• gift vouchers

Consumer Guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees under the Australian Consumer Law in respect of items purchased from Lavazza.

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.

There may be circumstances where you are not entitled to a remedy.  For example, the consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.

In accordance with Australian Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.

All goods sold in Australia 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 for 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.

WHAT HAPPENS TO MY RETURN WHEN IT REACHES LAVAZZA?

Once we receive your return items, we will inspect and process your products within 7 days. We will then send you an email confirming your exchange or refund. Refunds for credit card payments will be refunded to the credit card used to purchase your order. Please allow up to 10 business days for the refund to show in your account due to bank processing time. Cash refunds are not provided. In the unlikely event that you do not receive an email from us within 10 days of you posting your order back to us, please contact us and we will help you to find it. Please quote your tracking number for this parcel if available.

WHAT IS THE PROCESS FOR REFUNDS?

If for any reason you would like to return your product to us please follow the simple steps below:

1. Contact us to request a return number.  Our contact details are:
   Phone: 1300 307171
   Email: AU.customerservice@lavazza.com
2. Customers returning products under a consumer guarantee will be provided with a free shipping voucher.  Customers requesting a change of mind return will be required to pay any return postage costs.
3. Pack all items with your Tax Invoice in a secure satchel/carton or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
4. Affix the address label to your package, making sure you cover or remove the original shipping label.
5. Send your item to the return address provided. Please ensure that your returns authorisation number is clearly displayed on the return packaging.