Refund policy

Returns 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If you have opened the package you may be eligible for a partial refund.

Self serve returns are available from your customer account page here: https://account.homecompostablecoffee.com

To submit self-serve return requests, you need to log in to your customer account. You can access your account in the following ways:

You enter your email address and a six-digit verification code is sent to your email address. A password isn't required to log in. After you enter the code in the store, you're granted access to your account.

Your can submit return requests only for orders that are fulfilled or partially fulfilled, and gift cards are non-returnable.

How to submit a self-serve return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
  1. Log in to your account: In the Email field, enter your email address, and then click Continue.
  2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  3. Go back to the online store, and then enter the six-digit verification code.
  4. Click the order that you want to submit the return for. Note: gift cards are non returnable.
  5. If your order has more than one item, select the items that you want to return.
  6. Select a return reason and add a note for the store to advise if the product is unopened, or opened and partially used.
  7. Click Request return.
  8. If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label.
  9. After the product is returned and received, you receive a refund.

There are certain situations where only partial refunds are granted (if applicable): 

Item with obvious signs of use 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
Any item that is returned more than 30 days after delivery

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@homecompostablecoffee.com

Sale items (if applicable) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@homecompostablecoffee.com and send your item to: The Eco Coffee Store, 2/22 Odin Place, Beach Haven Auckland 0626, New Zealand.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, an electronic gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: The Eco Coffee Store, 2/22 Odin Place, Beach Haven Auckland 0626, New Zealand. Follow the self-serve shipping instructions near the top of this page to receive a pre-paid shipping label.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.