Refund policy

Returns, Refunds & Exchanges

If your order arrives damaged or faulty, please contact us at info@sndy.com.au as soon as reasonably possible. To assist with our assessment, include clear photographs of the affected items.

Upon receiving your notification, we will initiate an investigation into the reported issue and determine an appropriate resolution. Where a replacement is required but the original product is no longer available, we will endeavour to provide a suitable alternative. If no appropriate substitute is available, a refund will be issued.

Pre-ground coffee is supplied in a standard grind size intended to suit a wide range of brewing methods. However, due to variations in equipment and individual preferences, we cannot guarantee suitability for every setup. By purchasing pre-ground coffee, customers acknowledge that the standard grind may not meet their specific requirements. For optimal results, we recommend purchasing whole beans and grinding fresh using a home grinder tailored to your preferred brewing method.

Customers may include custom grind requests at checkout, and while we will make reasonable efforts to accommodate these requests, they cannot be guaranteed. We do not offer replacements or refunds for pre-ground coffee where a specific grind size was not requested prior to dispatch, except where required under Australian Consumer Law.

Due to the perishable nature of coffee, we are unable to accept returns or exchanges for change-of-mind purchases.

We strongly encourage customers to carefully review product descriptions, grind selections, and order details prior to completing their purchase, as well as checking the order confirmation email issued immediately after purchase. We are unable to accept returns or provide refunds for orders placed incorrectly.

Please note that payment gateway fees are non-refundable.

To start a return, you can contact us at info@sndy.com.au. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@sndy.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as coffee, tea, or chai), custom products (such as special orders or personalized items). 

Unfortunately, we cannot accept returns on sale items or gift cards.

Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sndy.com.au.