Refund policy

Last updated: 23 July 2026

About This Policy

In this Return and Refund Policy, “Timemore Australia”, “we”, “us” and “our” refer to Coffee Parts Pty Ltd (ABN 61 088 223 625), the independent owner and operator of timemore.com.au and an authorised TIMEMORE distributor and retail partner in Australia.

This policy applies to products purchased directly from timemore.com.au. If you purchased your product from another retailer, please contact that retailer first.

This policy provides additional information about our return process. It does not exclude, restrict or modify any rights or remedies you have under the Australian Consumer Law.

Your Rights Under Australian Consumer Law

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

Products must:

Be of acceptable quality.
Be safe, durable and free from defects.
Be fit for their usual purpose.
Be fit for any specific purpose you told us about before purchase where you relied on our advice.
Match their description, sample or demonstration model.
Include any accessories, parts or instructions reasonably expected to be included.

These rights apply automatically and are separate from any manufacturer or voluntary warranty.

Your rights are not limited to 14 days or to the stated manufacturer’s warranty period. The appropriate remedy depends on the product, the nature of the problem, its age, price, expected lifespan and how it has been used and maintained.

Major Product Failures

A product may have a major failure where:

A reasonable customer would not have purchased it if they had known about the problem.
It is substantially unfit for its normal purpose and cannot easily be repaired within a reasonable time.
It is unfit for a specific purpose made known to us and cannot easily be repaired within a reasonable time.
It is significantly different from its description, sample or demonstration model.
It is unsafe.

If a product has a major failure, you may be entitled to choose between:

A replacement.
A refund of the purchase price.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

Minor Product Failures

Where a problem is minor and can be repaired within a reasonable time, we may choose to provide a repair.

If we cannot repair the product or do not complete the repair within a reasonable time, you may be entitled to:

A replacement.
A refund.
Have the product repaired elsewhere and recover the reasonable cost, where permitted by law.

We will discuss the available remedy with you after assessing the product and the nature of the problem.

Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible.

Include:

Your order number.
A description of the damage.
Clear photographs of the product.
Photographs of the packaging and shipping label where available.

Please retain the product and packaging until we provide further instructions, as the courier may need to inspect them.

Notifying us promptly helps us investigate the delivery and arrange an appropriate remedy. A delay in contacting us does not automatically remove any rights you have under the Australian Consumer Law.

Incorrect or Incomplete Orders

If you receive an incorrect product or your order is missing an item, please contact us as soon as reasonably possible.

We will verify the order and arrange to supply the correct or missing product, or provide another remedy where appropriate.

We will cover reasonable return and replacement delivery costs where the error was ours.

Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we offer change-of-mind returns on most eligible products.

You must contact us within 14 days of receiving your order to request a change-of-mind return.

To qualify, the product must be:

Unused and undamaged.
In new and resalable condition.
Returned with its original packaging.
Complete with all accessories, manuals, parts and promotional items.
Accompanied by acceptable proof of purchase.

Once your return is approved, the product must be sent back within the timeframe provided in our return instructions.

We may decline a change-of-mind return if these conditions are not met. This does not affect your rights if the product is faulty, damaged, unsafe or otherwise fails to meet a consumer guarantee.

Products Excluded From Change-of-Mind Returns

Unless otherwise stated or agreed, change-of-mind returns are not available for:

Gift cards.
Digital products or downloadable content.
Products marked as final sale or excluded from change-of-mind returns on the product page.
Special-order, personalised or custom products.
Opened consumable products.
Products with a hygiene or safety seal that has been opened or removed.
Products that have been used, installed, modified, damaged or are missing parts.
Products returned outside the change-of-mind return period.

These exclusions apply only to change-of-mind returns. They do not exclude your rights where a product is faulty or otherwise fails to comply with the Australian Consumer Law.

Sale and clearance products remain covered by Australian Consumer Law consumer guarantees.

Starting a Return

Before returning a product, contact us at info@timemore.com.au.

Please provide:

Your full name.
Your order number.
The product you wish to return.
The reason for the return.
Photographs or video where the product is damaged, faulty or incorrect.
Any other information reasonably required to assess the request.

We will review your request and provide return instructions and the appropriate return address.

Please do not send a product back before receiving return instructions, as this may delay assessment or processing.

Proof of Purchase

We may ask for reasonable proof that the product was purchased from timemore.com.au.

Acceptable proof may include:

Your order confirmation.
An invoice or receipt.
Your Timemore Australia customer account history.
A payment statement showing the transaction.
Another record that reasonably demonstrates the purchase.

Preparing Your Return

Products should be securely packaged to prevent damage during transit.

Where possible, use the original shipping box or another suitably protective outer carton. Do not attach shipping labels directly to retail product packaging.

Include all accessories, manuals, components and promotional items that formed part of the purchase.

Original packaging is not required when seeking a remedy for a product that fails to meet a consumer guarantee, although retaining the packaging may help protect the product during return transit.

Return Shipping Costs

For approved change-of-mind returns:

You are responsible for return shipping costs.
We recommend using a trackable and insured delivery method.
You are responsible for the product until it is safely received by us.
Original delivery charges are not refundable unless required by law.

For faulty, damaged, incorrect or misdescribed products:

We will cover reasonable return shipping costs where required under the Australian Consumer Law.
We may provide a prepaid return label or reimburse reasonable return postage.
Please contact us before arranging return shipping so we can provide the correct instructions.

We do not charge restocking, assessment or processing fees for remedies required under the Australian Consumer Law.

Product Assessment

Returned products may need to be inspected or tested before we can confirm the appropriate remedy.

Assessment may include checking:

The reported problem.
The condition of the product.
How the product has been used or maintained.
Whether the product has been modified or repaired by an unauthorised person.
Whether the issue was caused by a manufacturing defect, accidental damage, misuse or ordinary wear and tear.

We will complete assessments within a reasonable time and keep you informed if further information or specialist assessment is required.

An assessment does not limit your rights under the Australian Consumer Law.

When a Product May Not Be Eligible for a Fault Remedy

A product may not be eligible for a repair, replacement or refund where the problem was caused by:

Misuse or use outside the product’s intended purpose.
Failure to follow operating, cleaning or maintenance instructions.
Accidental or physical damage after delivery.
Unauthorised modification, repair or disassembly.
Incorrect installation.
Use with incompatible equipment, voltage or accessories.
Normal wear and tear.
Damage that was disclosed before purchase.

This does not apply where the product’s failure or lack of durability means it did not meet a consumer guarantee.

Refunds

Once a return has been received and assessed, we will notify you of the outcome.

Where a refund is approved, it will be issued to the original payment method unless we agree to another method.

We generally process approved refunds within 2–5 business days. Your bank, card provider or payment service may require additional time before the funds appear in your account.

If you used a buy-now-pay-later service, the refund will be processed through that provider and applied according to its procedures.

Where an entire order is refunded because of a major failure, incorrect supply or another reason required by law, we will also refund applicable standard delivery charges where required.

Exchanges

Approved exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer:

An alternative product.
Store credit where accepted by you.
A refund.

For change-of-mind exchanges, you may be responsible for:

Return delivery costs.
Delivery costs for the replacement product.
Any difference in product price.

No additional delivery or processing fees will apply where a replacement is required under the Australian Consumer Law, except where permitted by law.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will try to cancel the order before dispatch, but this may not be possible once warehouse processing has begun.

If the order has already been dispatched, it may need to be returned under the change-of-mind return process unless another legal right applies.

If we cancel an order, any payment received for the cancelled products will be refunded to the original payment method.

Manufacturer Warranties

Products may include a manufacturer or voluntary warranty.

These warranties are additional to your rights under the Australian Consumer Law and do not replace, restrict or shorten those rights.

Warranty conditions may reasonably require:

Proof of purchase.
Proper use and maintenance.
Assessment of the product.
Repairs to be performed by an authorised technician.

If you purchased the product from timemore.com.au, please contact us first. We may work with TIMEMORE or an authorised service provider to assess or resolve the issue, but we remain responsible for assisting with remedies owed by us as the seller.

Contact Us

For returns, refunds, exchanges, faulty products or warranty assistance, contact:

Timemore Australia
Operated by Coffee Parts Pty Ltd
ABN 61 088 223 625
19/75 Corish Circle
Pagewood NSW 2035
Australia

Email: info@timemore.com.au
Phone: 1300 129 129

Please include your order number in your enquiry.