Refund policy

ONA Coffee does not offer refunds or exchanges on consumable goods. If you feel the coffee you received is faulty or defective, please contact us at admin@onacoffee.com.au with your order number, original email used and the issue you have with the product. All refunds on consumable products will be at the discretion of ONA Coffee.

We offer returns only on non-consumable items that are deemed faulty by ONA Coffee.  If an item is faulty, please contact our team with your order number, the original email used and the issue you have with the product. Our team will then organise a return shipping label. The item needs to be returned to ONA Coffee within 14 days of the original purchase date to be eligible for a refund. 

To be eligible for a return or possible refund, your item must be in the same condition that you received it. It must also be in the original packaging. Once the item has been inspected and confirmed faulty, ONA Coffee will arrange for either a refund or a replacement product, whichever option you prefer. Refunds will be processed on the card the original purchase was made and may take up to 10 working days to appear in your bank account.

ONA Coffee is not liable for returned goods if they are not returned to us via a signed courier.

ONA Coffee will not accept returns for non-faulty items that have been used and/or without packaging. Should the customer receive an order without the packaging, they should immediately notify us by email and landline if they wish to return or exchange an item.

For any questions or if you wish to discuss a possible refund or return, and for all international orders, please contact us at: admin@onacoffee.com.au.