This policy applies to orders placed through the online store at commonco.nz. Roastery hire, courses and contract roasting are covered by their own terms.

Your rights under the Consumer Guarantees Act

If you buy for personal use, the Consumer Guarantees Act 1993 applies. It says goods must be of acceptable quality, match their description, and be fit for the purpose they are normally used for. Nothing in this policy limits those rights.

• If there is a major problem, you choose. You can ask for a refund or a replacement, and you can claim for any reasonably foreseeable loss caused by the problem.

• If there is a minor problem that can be fixed, we can choose to replace the item or refund it. We will do that within a reasonable time.

A major problem means the goods are substantially unfit for purpose, do not match the description in a significant way, or are unsafe.

Faulty, damaged, wrong or not as described

Check your order when it arrives. Tell us within 7 days if anything is damaged, missing, or not what you ordered. Genuine faults that only show up later are still covered under the Consumer Guarantees Act.

Email hello@commonco.nz with:

• Your order number.

• Photos of the bag, the label and the beans, and the outer packaging if the parcel was damaged.

• Where and how the coffee has been stored since it arrived, if the problem could be storage related.

We will assess it and come back to you. We may ask you to send the coffee back so we can inspect it. If we do, we pay the return freight and we will tell you how to send it. Do not send anything back before we ask.

Storing green coffee

Green coffee is a raw agricultural product. Stored in a cool, dry place, out of direct sun and off a concrete floor, it holds for months. Stored in heat, damp or direct sun it will pick up moisture, mould or off flavours.

We cover problems that were there when the coffee left us. We cannot cover damage caused by how the coffee was stored after delivery.

Change of mind

We do not accept change of mind returns. Green coffee is a food product and we cannot resell a bag once it has left our control. Check the origin, process and price before you order. If you are unsure which coffee suits your roaster, email us before you buy and we will talk it through.

Gift cards

• Gift cards are non-refundable and cannot be exchanged for cash.

• Gift cards cannot be reloaded or topped up.

• Gift cards do not expire.

• If you spend less than the full value, the balance stays on the card for next time.

• Gift cards are delivered by email as a code. Treat the code like cash. We cannot replace a code that has been lost, shared, or used by someone else.

• If a code does not arrive, check your spam folder, then contact us and we will resend it.

How refunds are processed

Refunds go back to the card or account you paid with. We cannot refund to a different card or pay by another method.

• We process approved refunds within 5 business days.

• Your bank usually takes another 3 to 10 business days to show it.

• If you paid partly with a gift card, that portion is refunded to the gift card.

Orders bought for business purposes

Where goods are supplied and acquired in trade, the Consumer Guarantees Act does not apply. By placing an order for business purposes, you agree that the Consumer Guarantees Act and sections 9, 12A and 13 of the Fair Trading Act 1986 do not apply to that supply, and that it is fair and reasonable for them not to apply.

We still stand behind what we sell. If there is a problem with a business order, contact us and we will work it out. Clients with a separate contract roasting or roastery hire agreement should refer to that agreement first.

Raising a problem

Email hello@commonco.nz with your order number and what has gone wrong. We answer Monday to Friday, 9am to 4pm, and aim to respond within 2 business days.