Refund policy

1. Our promise

If we’ve sent the wrong item, or your order arrives damaged or faulty, we’ll make it right. Get in touch with our team and we’ll organise a replacement or refund as quickly as possible. We also cover return shipping for damaged, faulty, or incorrect items.

This policy explains how that works, alongside our separate change-of-mind return option, and sits underneath our Terms of Service and Privacy Policy — nothing here limits the rights you already have under New Zealand law.

2. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or isn’t what you ordered, contact us at jacob@mtatkinson.co.nz with your order number and a photo of the issue where possible. We’ll arrange a replacement, refund, or repair, in line with your rights under the Consumer Guarantees Act 1993  whichever remedy is appropriate for the problem.

There’s no fixed time limit for reporting a genuine fault just get in touch as soon as you notice it. We’ll cover the cost of return shipping for these items; you won’t be out of pocket to send a faulty, damaged, or wrong item back to us.

3. Items that can't be returned.

Because coffee is a perishable, consumable product, we can’t accept a change-of-mind return once the items have been shipped. This doesn’t apply if the coffee is faulty, damaged, or the wrong item, which are always covered under Section 2.

4. How to start a return

Email jacob@mtatkinson.co.nz with your order number and the reason for your return. We’ll confirm next steps, including whether to send the item back and where to, before you post anything.

Please post returns to: 44b Portage Road, New Lynn, Auckland 0604. Please don’t send items back without contacting us first.

5. Refunds

Once we’ve received and inspected your return, we’ll email you to confirm whether it’s been approved. Approved refunds are processed back to your original payment method within 5–10 business days, though your bank or card provider may take a little longer to reflect it in your account.

For faulty, damaged, or incorrect items, you’ll be refunded in full, including any shipping costs you paid on the original order.

6. Exchanges

If you’d like the same item exchanged rather than refunded, let us know when you get in touch — we’re happy to arrange this for faulty or damaged items, and for change-of-mind returns where the item is unused and returned within 30 days.

7. Your consumer rights

This policy doesn’t limit or replace your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product doesn’t meet the guarantees under that Act, you’re entitled to a remedy regardless of anything else in this policy.

8. Questions

If you’re ever unsure whether something qualifies for a return, just ask — email jacob@mtatkinson.co.nz and we’ll sort it out.