This Refund & Cancellation Policy explains how and when we issue refunds, cancellations and store credit. It forms part of our Terms & Conditions.
Our policy operates in addition to your rights under the Australian Consumer Law (ACL), those rights cannot be excluded.
Your rights under Australian Consumer Law.
Under the Competition and Consumer Act 2010 (Cth) and the consumer guarantees in Schedule 2 (the Australian Consumer Law), you are entitled to:
- Goods that are of acceptable quality, fit for purpose, safe and match their description;
- Services that are provided with due care and skill, fit for purpose, and delivered within a reasonable time.
If an item we supply has a major failure, you have the right to choose between a refund, replacement, or repair. For minor failures, we are entitled to try to remedy the issue in a reasonable time (for example, remake your coffee) before a refund is required.
Nothing in this policy limits your rights under the Australian Consumer Law.
Cancel before preparation starts.
You can cancel your online order for a full refund if:
- You request cancellation within 5 minutes of placing the order, and
- Preparation of your order has not yet started on the kitchen or bar side.
To cancel, email hello@finallyminecoffee.com.au with your order number immediately, or call the cafe on (03) 5172 9845. Requests during trading hours will be actioned as quickly as possible.
Changes & cancellations after prep.
Once kitchen or bar preparation of your order has begun, we are unable to offer a full refund, because ingredients have been committed and staff time spent. In those cases we may, at our discretion:
- Offer a substitute item of equivalent value if an ordered item has run out;
- Offer store credit for a genuine change of mind;
- Allow a one-time pickup time change within the same trading day.
This does not affect your rights where the issue arises from a fault in our service, see Food quality issues.
No-shows & late pickups.
If you do not collect your order:
- We will hold your order for 60 minutes past your scheduled pickup time;
- We will attempt to contact you using the phone number or email on the order;
- If we cannot reach you, the order may be disposed of in accordance with food safety rules, and no refund or store credit will be issued.
Hot food and dairy-based drinks are particularly time-sensitive for food safety and cannot be stored beyond this window.
Food quality, mistakes & defects.
If your order is:
- Missing an item;
- Incorrect (wrong item or wrong variant, e.g. milk type);
- Of unacceptable quality or presentation;
- Cold, stale, or otherwise not fit for purpose;
- A risk to food safety (e.g. unexpected allergen);
then please let us know as soon as reasonably possible, ideally at pickup or on the same day, by speaking to a staff member in-store, emailing hello@finallyminecoffee.com.au, or calling (03) 5172 9845.
We will remake, replace, or refund the affected item, at your reasonable request and in accordance with your rights under the Australian Consumer Law.
For allergen concerns, please always declare allergies at time of order or in person. While we take reasonable care, our venue handles milk, nuts, gluten, egg, soy, sesame, and shellfish and cannot guarantee an allergen-free environment.
Gift vouchers.
Under Australian law (Part 3-2C of the Australian Consumer Law), gift vouchers issued by Finally Mine:
- Are valid for at least 3 years from the date of issue;
- Cannot be redeemed for cash;
- May be used in multiple transactions until the balance is exhausted;
- Are not refundable except where required by the Australian Consumer Law (for example, if the voucher was defective or could not be redeemed because of our failure to provide the service).
If a voucher is not functioning, not delivered, or contains incorrect details, contact us and we will investigate and reissue where appropriate.
Alcohol refunds.
Alcohol sales are governed by our liquor licence under the Liquor Control Reform Act 1998 (Vic). Once an alcoholic product has been dispensed into a glass, bottle, or takeaway container and presented for pickup, it cannot be refunded or returned to inventory.
Exceptions where a refund may still apply:
- The product is faulty, corked, or clearly spoiled;
- The product was incorrectly prepared or substituted without your consent;
- The product is unsafe to consume.
Where we refuse to serve alcohol at pickup due to failure to produce valid photo identification, apparent intoxication, or reasonable suspicion of supply to a minor, no refund will be issued for the alcoholic portion of the order. Non-alcoholic portions, where still unfulfilled, will be refunded.
Refund method & timing.
Where a refund is approved, we will issue it to your original payment method via our payment processor, Square. Refunds typically appear in your account within:
- Credit / debit card: 3 to 10 business days, depending on your bank;
- Apple Pay / Google Pay: 2 to 5 business days.
We cannot refund to a different card or account. If your original card has expired or been closed, contact your bank, they can usually still accept the refund and credit your new account.
Where a refund to the original card is not possible, we may offer store credit of equal value as a resolution.
How to request a refund.
Email hello@finallyminecoffee.com.au with:
- Your order number (from the confirmation email);
- The date and approximate time of the order;
- The name on the order;
- A brief description of the issue;
- A photo where practical (particularly for quality issues).
We will acknowledge within 2 business days and aim to resolve within 5 business days of receiving sufficient information.
Complaints & escalation.
If you are not satisfied with our response to a refund request or complaint, you may escalate the matter to:
- Consumer Affairs Victoria, www.consumer.vic.gov.au · 1300 55 81 81
- Australian Competition and Consumer Commission (ACCC), www.accc.gov.au
For disputes involving alcohol sales or liquor licence concerns, the relevant body is the Victorian Liquor Control Commission (LCV).
For credit card chargebacks and payment disputes, you may also contact your bank or card issuer directly. We ask that you contact us first so we have the opportunity to resolve the issue quickly.