Refund policy
At Sumaq, we roast and sell specialty coffee imported directly from Peru. We want you to love what you order. This policy explains your rights under Australian Consumer Law (ACL) and the additional options we offer beyond those rights.
1. Your rights under Australian Consumer Law
Our goods 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This applies if your coffee arrives:
● Faulty or damaged (e.g. bag seal broken, contents compromised)
● Significantly different from what was described on our website
● Not fit for the purpose it was sold for
2. Change of mind
Because coffee is a perishable, consumable product, we do not offer refunds or exchanges for change of mind once a bag has been opened. If a bag is unopened, unused, and returned within 14 days of delivery in its original condition, we're happy to offer a refund or store credit, less the cost of return shipping.
3. Quality issues
If you're not happy with the freshness, grind, or quality of your coffee, contact us within 14 days of delivery at hello@sumaq.com.au. Where reasonable, we may ask for a photo of the product and packaging to help us understand the issue. We'll offer a replacement bag, store credit, or refund, at your choice, for genuine quality issues.
4. Damaged or missing orders
If your order arrives damaged in transit or items are missing, please contact us within 7 days of delivery at hello@sumaq.com.au with your order number and photos of the damaged item/packaging. We'll arrange a replacement or refund at no cost to you.
5. How to request a return or refund
● Email us at hello@sumaq.com.au your order number and a description of the issue.
● Include photos where relevant (damaged packaging, product issues).
● We aim to respond within 2 business days.
● If a return is required, we'll provide instructions and cover postage for faulty or incorrect items.
6. Refund processing
Approved refunds are processed to your original payment method within 5–10 business days. You'll receive an email confirmation once the refund has been issued.
7. Contact us
Sumaq Coffee, 45 Moordale Street, Queensland 4069
Ph: +61 413 445 996
Email: hello@sumaq.com.au
Website: sumaq.com.au