Refund policy

Refund, Returns & Warranty Policy

Last updated: 17 September 2026

We want you to be happy with your purchase. This policy explains how returns, repairs, refunds and warranties work at Chameleon Coffee. It applies in addition to – not instead of – your rights under the Australian Consumer Law (ACL).

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 in this policy limits them.

Refurbished machines – what to expect

Our refurbished machines are professionally inspected, serviced and tested. They may show minor cosmetic signs of previous use, which we disclose at the time of sale (including in product photos and condition descriptions). Disclosed cosmetic wear is not a fault.

Faulty, damaged or not-as-described items

If something arrives faulty, damaged or not as described, please contact us as soon as possible at chameleoncoffee@gmail.com with your order number and photos. For damage in transit, please tell us within 48 hours of delivery so we can lodge a claim with the carrier. We will arrange the appropriate remedy (repair, replacement or refund) in line with the ACL, and we cover return shipping for verified faulty or incorrect items.

Change of mind

Change-of-mind returns are not required by law, but we offer them as a courtesy:

Tell us within 14 days of delivery.
The item must be unused and in original condition, with all accessories and original packaging. Machines must not have been used with water or coffee, or descaled.
You pay for return shipping. Please use a tracked, insured service – the item 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, to cover re-inspection and re-testing.
Once we receive and inspect the item, we refund the purchase price (less any restocking fee) to your original payment method.

Items that can't be returned for change of mind

Coffee beans and other consumables, for food-safety reasons (unless faulty).
Gift cards.
Items marked "final sale" or "clearance" (your ACL rights for faults still apply).

How refunds are processed

Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the return. For Afterpay or PayPal Pay in 4 purchases, the refund adjusts your plan with that provider. Bank-transfer purchases are refunded to your nominated account.

Local pickup returns

If you collected your order locally, you're welcome to return an eligible item to our Melbourne workshop by arrangement.

Warranty Policy

Standard 12-month warranty (refurbished machines)

Every refurbished machine comes with a 12-month Chameleon Coffee warranty covering parts and labour for functional and mechanical faults arising from normal domestic use, on top of your ACL rights.

Not covered:

Normal cosmetic wear, including wear disclosed at the time of purchase.
Consumables and items that wear with normal use (e.g. water filters, cleaning products, milk pipes), unless replaced as part of a covered repair.
Damage caused by misuse, accident or neglect – including not cleaning or descaling the machine as prompted or per the manufacturer's instructions, unsuitable beans (oily, flavoured or caramelised), foreign objects, or unsuitable water.
Damage from unauthorised repairs or modifications.
Faults caused by power surges or incorrect voltage.
Transit damage when a machine is shipped or moved by you or a carrier you arrange.
The external milk frother component, and external parts such as the drip tray, water tank, bean hopper lid and covers.

How to claim: contact us first with your order number, a description and a photo or video of the fault. Most issues are solved remotely or by repair. If the machine needs to come in, we'll explain the drop-off or shipping process before you send it. If a covered machine can't be repaired within a reasonable time, we'll replace or refund it in line with the ACL.

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 is not 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 tell you those costs before we carry out any work, and you are free to decline. Nothing here 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.