Refund policy
Don't like it? We'll refund it.
We want you to love your Janeiro coffee. If you try it and decide it's just not for you, our Janeiro Taste Guarantee has you covered.
Janeiro Taste Guarantee
If you're not happy with your coffee, simply contact us within 14 days of delivery and we'll let you know how to return it.
To qualify for the Taste Guarantee:
- One opened bag per order is eligible for the Taste Guarantee.
- At least 75% of the coffee must remain in the opened bag.
- The remaining coffee must be returned to us.
- Please contact us before sending anything back so we can provide the correct return instructions.
- Return postage is the responsibility of the customer.
- Once your return has been received, we'll refund the price paid for the eligible returned coffee to your original payment method.
- Original shipping charges and return postage are not refundable under the Taste Guarantee.
Please don't send a return without contacting us first.
Ordered more than one bag?
We recommend trying one bag before opening the others.
Under our Taste Guarantee, one opened bag per order may be returned, provided at least 75% of the coffee remains.
Any additional bags you wish to return must be unopened and in their original condition.
Unopened coffee
Changed your mind before opening your coffee? Contact us within 14 days of delivery.
Unopened coffee must be returned in its original, unused condition.
Return postage is the responsibility of the customer, and original shipping charges are not refundable for change-of-mind returns.
Once we receive and inspect your return, we'll refund the price paid for the eligible returned products to your original payment method.
Damaged, incorrect or faulty products
If your order arrives damaged, incorrect, faulty, or there is another problem with your coffee, please contact us as soon as possible and we'll help make it right.
Please include your order number and, where relevant, photos showing the issue.
These situations are handled separately from our Janeiro Taste Guarantee.
Australian Consumer Law
Our Returns & Refunds Policy, including the Janeiro Taste Guarantee, provides additional rights and does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Where a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
For a major product failure, you can choose a refund or replacement. We reimburse reasonable return costs where a product fault is confirmed. Your statutory rights apply to all products, including chai and drinking chocolate, and are not limited by the 14-day voluntary return window or opened packaging.
Fair use
The Janeiro Taste Guarantee lets you try one bag of coffee under the conditions above.
We reserve the right to refuse claims where we reasonably believe the Taste Guarantee or returns process is being misused, including repeated or excessive refund claims. This applies only to our voluntary guarantee and does not limit your rights under the Australian Consumer Law.
Questions about a return?
Contact us and we'll help you from there.