Refund policy

Returns & Exchanges

Returns

You can return a product up to 30 days after the date of purchase. Send us an email at brendan@filament.coffee and we can get it sorted.

We have a range of products and coffee varieties available, so our friendly team will be able to help you find your perfect coffee, or answer any concerns you have with your order.

Please note: We are only able to assist with returns or exchanges on products purchased directly from www.filament.coffee. Any purchases made from independent retailers will need to be returned to the original place of purchase.

Refunds

Just send us an email outlining your concerns and we can provide our return address to begin the refund process. Products must be returned to Filament Coffee (except under the Drip Filter Coffee Bags first 10 Cup Guarantee) for a refund to be processed.

Returns must be sent back to our warehouse in Perth, and return shipping costs are the responsibility of the customer.

Refunds can be processed only once the products have been received by Filament Coffee, so make sure you send us your tracking.

Refunds can only be made back to your original payment method and may take a few days to clear depending on your financial institution and payment method. 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 brendan@filament.coffee.

Cold Brew Coffee

When you return the Cold Brew Coffee for a refund, it must be returned in the same condition you received it and in the original packaging — If you have tried a can, that's okay, the cans remaining in the box just need to be at least 9 to receive a refund.

10 Cup Guarantee

We are so confident you'll love our Drip Filter Coffee Bags as much as we do, you can keep your first 10-pack if you don't like them!

We will either send you a different variety or give you a full refund on your FIRST 10 pack only.

If you purchase more than one 10-pack, please just try one before opening the remaining packs. Simply return unopened packs for a full refund.

Prefer An Exchange?

No worries! Just let us know which variety you would like to receive in replacement when emailing us for the return address.

When you return the Coffee for exchange, it must be returned in the same condition you received it and in the original packaging. When you return Cold Brew Coffee If you have tried a can, that's okay, the sachets remaining in the box just need to be at least 9 to receive an exchange.

Returns must be sent back to our warehouse in Perth, and return shipping costs are the responsibility of the customer.

Exchanges will be processed only once the products have been received by Filament Coffee, so make sure you send us your tracking!

Ready To Initiate Your Return?

If the items ordered fulfil the above return criteria, please email your order number and the reason for the refund/exchange to brendan@filament.coffee and we will provide the correct return address. Filament Coffee is not liable for any returned items sent to the incorrect address so please get in touch with us before posting.

Only once the return has been received by Filament Coffee can a refund or exchange be processed. Please ensure your return clearly states your name and order number either as the ‘sender’ somewhere on the package or include this on a note inside the returned package so it can be easily identified.

Filament Coffee is unable to recoup the original postage costs paid on items being returned, therefore any initial delivery fees are unable to be refunded.

Any postage costs incurred when returning an item for refund or exchange are the responsibility of the customer.

Items received are faulty or damaged, or order errors.

If you receive an incorrect product in your order, the product is faulty or arrives damaged, please contact us on brendan@filament.coffee with your order number and concern.

Sale Returns Policy

Discounted items purchased during a sales event are strictly final sale, therefore they cannot be returned for a refund, exchange, gift card or store credit. Please ensure every item in your cart is correct before placing your order as we will not be able to make any adjustments after your order is shipped. Returns are not available for change of mind or if the wrong item is ordered during a sales period — so please choose carefully.

Items purchased using discount codes are not sales event purchases and the ordinary refund, return and exchange policy applies.