Warranty, Returns & Refunds

Last updated: 19 September 2026

This page explains how our warranties, returns, repairs and refunds work. It applies in addition to — not instead of — your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These guarantees apply to refurbished goods too, judged with regard to the price paid and the condition disclosed at the time of sale. Nothing on this page limits them.

The 12-month warranty on refurbished machines

Every refurbished machine we sell carries a 12-month Chameleon Coffee warranty covering parts and labour for functional and mechanical faults arising from normal use. It is given by Chameleon Coffee, 10 Farmers Way, Point Cook VIC 3030 — 0431 852 898, chameleoncoffee@gmail.com — and runs for 12 months from the date your machine is delivered or collected.

What is covered

The internals we rebuild and service: the brew unit, pumps, boiler, ceramic valve, sensors, grinder, seals and O-rings, the steam assembly and the water circuit. Where a covered fault is repaired, parts and labour are at no charge to you.

What is not covered

• The external milk frother component, and external parts such as the drip tray, water tank, bean hopper lid and covers.
• Cosmetic wear — scuffs, scratches, marks and discolouration, including wear disclosed and photographed at the time of sale.
• Consumables and parts that wear with normal use: water filters, cleaning tablets, descaler, milk pipes and similar, unless replaced as part of a covered repair.
• Faults caused or made worse by the machine not being cleaned or descaled as prompted, or by unsuitable beans (very oily, flavoured or caramelised), pre-ground or instant coffee in the bean hopper, foreign objects, or unsuitable water.
• Misuse, accident, liquid spills onto the machine, pests, freezing, and use outside the manufacturer's instructions.
• Power surges, lightning or incorrect voltage.
• Work carried out by anyone other than Chameleon Coffee or a repairer we have approved.
• Damage in transit when a machine is shipped or moved by you or a carrier you arrange. (Damage on our original delivery to you is handled separately — tell us within 48 hours of delivery.)

How to make a claim

1. Contact us first with your order number, a description of the problem, and a photo or short video of the fault or error message. Please do not send a machine without speaking to us.
2. We troubleshoot remotely where we can. A good number of faults are solved over the phone or by email without the machine going anywhere.
3. If it needs to come in, drop it at our Point Cook workshop by appointment, or send it securely packed — we will give you packing instructions.
4. We aim to complete covered repairs within 10 business days of receiving the machine. Parts may be new or professionally refurbished, and replaced parts become our property.
5. If a covered machine cannot be repaired within a reasonable time, or parts are no longer available, we will replace it with a comparable machine or agree a refund with you.

Freight and assessment costs

Where your claim is covered by this warranty, we arrange and cover reasonable freight both ways.

Where we assess the machine and the fault turns out not to be covered — most commonly a machine that has not been cleaned or descaled — our inspection fee, freight and any repair costs are payable by you. We will always tell you what those costs are before we carry out any work, and you are free to decline and have the machine returned.

Nothing in this section affects your rights under the Australian Consumer Law, including your right to a remedy at our cost where there has been a failure of a consumer guarantee.

New machines

New machines carry the manufacturer's or supplier's warranty, which we pass on to you in full, and we will help you make any claim.

Extended warranty

Chameleon Care+ extends cover into months 13–24 on eligible machines. It is optional, and it is given in addition to the consumer guarantees above. See the Extended Warranty Terms for the full detail.

If something arrives faulty, damaged or not as described

Contact us as soon as you notice it, with your order number and photos. For transit damage, tell us within 48 hours of delivery so we can lodge a claim with the carrier. We will arrange the appropriate remedy in line with the Australian Consumer Law, and we cover return shipping for verified faulty or incorrect items.

The sooner you tell us, the more options we have. Please do not keep using a machine that is showing an error.

What refurbished condition means

Our refurbished machines are rebuilt, serviced and bench-tested with real coffee before they leave us. They are also used machines, and they look it in places — expect scuffs, light scratches and general wear on the casing, panel and drip tray. Before your machine ships we photograph the actual unit you are buying, marks included, and send you those photos along with a short video of it running. What you see is what arrives. Disclosed cosmetic wear is not a fault.

You may also find a few coffee grounds in the machine on arrival. We test every machine with real coffee, and a little stays in the hopper channel through transport.

Change of mind

Not required by law, but we offer it as a courtesy:

• Tell us within 14 days of delivery.
• The machine must be unused and in original condition with all accessories and packaging — not used with water or coffee, and not descaled.
• You pay return shipping. Use a tracked, insured service; the machine is your responsibility until it reaches us.
• The original delivery charge is not refunded.
• A restocking fee of up to 15% may apply to machines that have been opened, covering re-inspection and re-testing.
• We refund to your original payment method once we have received and inspected the machine.

Not returnable for change of mind: coffee beans and consumables (food safety), gift cards, and items marked final sale or clearance. Your rights for faults still apply to all of these.

How refunds are processed

Approved refunds go back to your original payment method within 5–10 business days of us receiving and inspecting the return. Afterpay and PayPal Pay in 4 refunds adjust your plan with that provider. Bank transfer purchases are refunded to your nominated account.

Contact

Chameleon Coffee
10 Farmers Way, Point Cook VIC 3030
0431 852 898 · chameleoncoffee@gmail.com