K1 Origins is operated by Wise Business Ventures Pty Ltd. This policy applies to purchases from our website for delivery in Australia.
Your consumer rights
Australian Consumer Law provides consumer guarantees that this policy does not limit or exclude.
For a major failure, you can reject the product and choose a refund or replacement, or keep it and claim compensation for its reduced value. A major failure includes an unsafe product or one substantially different from its description. You may also be entitled to compensation for reasonably foreseeable loss or damage.
For a minor failure, we will provide an appropriate remedy at no cost within a reasonable time. If we cannot do so, you may have further rights, including a refund or replacement. For coffee and other consumable products, the appropriate remedy will generally be a replacement or refund.
Change of mind
We do not offer returns or refunds simply because you change your mind, order the wrong product, or decide you do not like a product that otherwise meets its description and consumer guarantees. This applies to opened and unopened products.
This does not affect your rights for a product that is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Tell us about a problem
Please contact us as soon as reasonably possible through the Products & Orders form. Include your order number or other reasonable proof of purchase, the product and a description of the problem. Photographs and batch or best-before details are helpful if available.
An order confirmation, receipt or other evidence reasonably showing your purchase can be used. If you cannot provide photographs or particular details, contact us so we can discuss another way to assess the problem. Please do not send full payment-card details or unrelated financial information.
Time limits and packaging
We do not impose a fixed claim deadline that limits your statutory rights. The applicable period depends on the product and circumstances, including its expected shelf life and normal storage and use.
Opening the product or no longer having its original packaging does not, by itself, remove your consumer rights. If you believe a product is unsafe, stop using or consuming it and contact us. Do not keep or post anything that is unsafe to handle.
Returns and return costs
Please contact us before posting a return so we can provide suitable instructions and the correct address. We may assess the problem before providing a remedy, and a physical return may not always be needed.
If a product is confirmed to have a problem covered by consumer guarantees, we will cover reasonable return costs, including reimbursing reasonable postage you have already paid. Please keep postage receipts.
K1 Origins handles claims for website purchases, including orders dispatched by our fulfilment provider. Please contact us directly rather than sending a product to an Amazon warehouse without our instructions.
Missing or delayed orders
If your order has not arrived within its stated delivery timeframe, contact us. We will investigate with our fulfilment provider and help resolve the issue. If we cannot supply your order, we will refund the amount paid for the unfulfilled items and any delivery charge attributable to them. For an entirely unfulfilled order, this includes the full original delivery charge. Your other Australian Consumer Law rights remain available.
Order changes and cancellations
Contact us promptly if you want to change or cancel an order. We will try to help, but fulfilment may begin shortly after ordering and we cannot guarantee a change or cancellation. This does not affect cancellation or refund rights under Australian Consumer Law.
Refund payments
Where you are entitled to a refund, we will use the original payment method unless we agree otherwise with you. We will process refunds promptly and confirm when they have been issued. Your payment provider may take additional time to credit your account.