Refund policy
# Refund & Returns Policy — Loop House
**Last updated: May 2026**
At Loop House, we take pride in curating Australia's best specialty coffee roasters and ensuring every order reaches you fresh and as described. We stand behind the quality of every product on our platform.
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## Australian Consumer Law
Our refund and returns policy is in addition to your rights under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a remedy if a product is:
- Faulty or defective
- Not fit for the purpose it was described
- Significantly different from its description or sample
- Unsafe
Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law.
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## Faulty or Incorrect Orders
If you receive a product that is:
- Damaged in transit
- Defective or of unacceptable quality
- Significantly different from what was described on our Site
- Incorrect (wrong product sent)
Please contact us within **7 days of receiving your order** at hello@loophouse.com.au with:
- Your order number
- A description of the issue
- Photos of the product and packaging where possible
We will work with you and the relevant roaster to provide a suitable remedy, which may include a replacement, store credit, or full refund depending on the circumstances.
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## Change of Mind
Due to the perishable and consumable nature of coffee, we are **unable to accept returns or offer refunds for change of mind** once an order has been dispatched.
We encourage you to:
- Read each roaster's product descriptions and tasting notes carefully before purchasing
- Start with a smaller size if you're trying a new roaster for the first time
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## Subscription Cancellations
You may pause, modify, or cancel your subscription at any time through your Loop House customer account or by contacting us at hello@loophouse.com.au.
Cancellations must be made at least **48 hours before your next scheduled charge** to avoid being charged for the upcoming delivery.
Refunds for subscription charges already processed are assessed on a case by case basis.
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## Discovery Boxes
If your Discovery Box arrives damaged or with a faulty product, please contact us within 7 days of receipt with photos and your order number. We'll arrange a replacement or refund for the affected items.
As Discovery Box contents are curated by Loop House and may vary, we are unable to offer refunds based on roaster or blend preference.
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## How Refunds Are Processed
Approved refunds will be processed to your original payment method within **5–10 business days**. Processing times may vary depending on your bank or payment provider.
You will receive an email confirmation once your refund has been processed.
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## Contact Us
For any returns or refund related questions, please get in touch:
**Loop House**
Email: hello@loophouse.com.au
Website: loophouse.com.au
Instagram: @loophouse__
We're a small team and we genuinely care about every order. If something isn't right, please reach out and we'll do our best to make it right. ☕