Returns & Refunds

30-Day Return Policy

We want you to be happy with your purchase. If you're not, we'll make it right. Unopened and unused products can be returned within 30 days of delivery for a full refund. The item must be in its original packaging and condition.

Coffee Satisfaction Guarantee

Coffee is personal — what we love, you might not. If you've opened a bag and genuinely don't enjoy it, get in touch within 14 days of delivery. We'll either send you a different coffee to try or give you store credit. We'd rather you enjoy your brew than have a bag sitting unloved in the cupboard.

This doesn't apply to bulk or wholesale orders, or to coffees that have been stored improperly (e.g., in the freezer with the bag open).

Damaged or Defective Items

If your order arrives damaged or defective, email us at hello@bordersquirrel.io with a photo of the damage within 7 days of delivery. We'll arrange a free replacement or full refund — no return shipping required.

How to Start a Return

1. Email hello@bordersquirrel.io with your order number and reason for return.
2. We'll send you a return authorisation and shipping label within 1 business day.
3. Pack the item securely and drop it off at your nearest Australia Post outlet.
4. Once we receive the return, we'll process your refund within 3-5 business days.

Refund Method

Refunds are issued to the original payment method. Credit card refunds typically appear within 5-10 business days depending on your bank. Store credit is issued immediately.

Exchanges

We don't do direct exchanges. If you'd like a different item, return the original for a refund and place a new order. This is faster for both of us.

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Questions? Check our FAQ or get in touch.