Refund policy

Returns & Exchanges Policy 

At SlowFlow, we want you to love what you brew. If something isn’t right, we’ll work with you to make it right—fairly, quickly, and in line with Australian Consumer Law.

1) Australian Consumer Law (Your rights)

Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. If your product has a major failure, you’re entitled to a replacement or refund. If it has a minor failure, you’re entitled to a repair, replacement, or refund (as appropriate).

2) Coffee (Perishable goods)

Coffee is a perishable, consumable product. For this reason, we do not accept change-of-mind returns or exchanges on coffee (whole beans or ground), including if you decide you prefer a different flavour profile.

We will help if:

  • you received the wrong coffee, or
  • your coffee arrived damaged, or
  • there’s a fault/quality issue (e.g., packaging/seal failure, product not as described).

If you believe there’s a quality issue, please contact us with:

  • your order number
  • a brief description of the issue
  • photos (bag/valve/seal, batch label, and any damage)

3) Damaged in transit / incorrect items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery so we can resolve it quickly. We may request photos of:

  • the outer mailer/box
  • the product(s)
  • the shipping label

If confirmed, we’ll offer (as appropriate):

  • a replacement shipped to you, or
  • a refund, or
  • store credit

4) Brewing gear, merch & non-perishable items (Change of mind)

For non-perishable items (e.g., brewers, filters, servers, apparel), we offer a 14-day change-of-mind return from the date you receive your order, provided items are:

  • unused
  • in original packaging
  • in resaleable condition

Return shipping

  • Change-of-mind returns: return shipping is at the customer’s cost.
  • If we sent the wrong item, or the item is faulty/damaged: we’ll cover reasonable return shipping or organise a replacement.

5) Exchanges

If you’d like to exchange a non-perishable item, contact us first. Exchanges are subject to stock availability. Often the fastest option is:

  1. return the item, then
  2. place a new order for the replacement.

6) Refunds (How they’re processed)

Once your return is received and inspected (where applicable), we’ll notify you of the outcome.

Approved refunds are processed back to the original payment method. Payment providers may take additional time to finalise the refund.

If your original order included discounts, refunds are calculated based on the amount paid.

If your order received free shipping due to a spend threshold and you return items that bring the order below the threshold, we may deduct the original shipping cost from the refund (unless the return is due to our error or a fault).

7) Items we can’t accept returns for

Unless required under Australian Consumer Law, we cannot accept returns for:

  • coffee (beans or ground) for change of mind
  • items that have been opened/used
  • sale/clearance items (unless faulty)

8) How to request a return or report an issue

Email us at info@slowflow.coffee with:

  • Order number
  • Item(s) concerned
  • Reason for request
  • Photos (if damaged/faulty)

If a return is approved, we’ll provide return instructions. Approved returns should be sent to:

SlowFlow Returns
75 Greensand Promenade
Treeby WA 6164
Australia