Refund policy

Black Kelpie Coffee Co
Last updated: 20/12/2025
At Black Kelpie Coffee Co, we take pride in the quality of our coffee. If something isn’t right with your order, we want to resolve it quickly and fairly.
1. Consumable Products
Coffee is a perishable, consumable product.
For this reason, we are unable to accept returns or offer refunds on opened or used items, unless the product is faulty.
2. Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
When getting in touch, include:
Your order number
A brief description of the issue
Clear photos where possible
We will assess the issue and, where appropriate, arrange a replacement or refund.
3. Unopened Items
If you wish to return an unopened and unused item, you must contact us within 14 days of receiving your order.
Returned items must be:
Unopened
Unused
In their original packaging
Return shipping costs are the responsibility of the customer unless the item is faulty.
Once the return is received and inspected, we will notify you of the outcome.
4. Refunds
Approved refunds will be processed back to the original payment method.
Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.
Shipping costs are non-refundable unless the return is due to an error on our part.
5. Exchanges
We do not offer direct exchanges.
If you would like a different product, please place a new order once your return has been processed (if applicable).
6. Sale or Promotional Items
Sale or promotional items are non-refundable unless they arrive faulty or damaged.
7. How to Contact Us
If you have any questions about returns or refunds, please contact us at:
Email: black-kelpie@outlook.com
We aim to respond promptly and resolve issues fairly.