refunds & returns

Return Policy

Our team will do their utmost to provide you with the most superior customer service experience. Should you feel the need to return an item and/or report an item damaged or not to our quality standards, please contact our customer services team by calling 1300 1 METRIO (Outside Australia +61 2 9747 0010) Monday to Friday excluding public holidays from 9am to 5pm AEST or alternatively by sending an email with your order details to returns@metriocoffee.com.au.

Refund Policy FAQ

Who do I contact if something is wrong with my order?

If you have received an incorrect item, an item is missing from your order, or something is otherwise wrong with a product you have ordered, please email accounts@metriocoffee.com.au and we will sort it out with the right item or a replacement item.

Who do I contact if I have received a faulty item?

All our goods are thoroughly checked and tested by our dispatch team before being approved for delivery clearance. If you believe there is a fault with an item you have received, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

We aim to resolve any issue with a faulty item as a matter of priority but we need you to tell us as soon as you identify the fault so we can resolve the issue for you as quickly as possible. Please include as many details as you can about your order and your complaint and we will get it sorted out as soon as possible.

Who do I contact if I have received an incorrect item in my order?

If you have received an incorrect item in your order, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

Who do I contact is something is missing from my order?

If an item is missing from your order, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

Are delivery and handling charges refundable?

Delivery and handling charges are not refundable.

What is the process if I have been refunded the incorrect amount?

If we have made a mistake with your refund we do sincerely apologise. Please contact our customer care team as soon as possible by sending an email to customercare@metriocoffee.com.au.

Please note your refund amount may differ due to delivery and handling charges not being refundable components of an order and/or any discounts applied to your order at the time of sale no longer being applicable.

I have received my item but it is damaged, what do I do?

All items that are dispatched are covered by transit insurance. If you have received your item and it is damaged please contact our customer care team as soon as possible by sending an email with your name, order reference number and best contact number to customercare@metriocoffee.com.au.

For insurance claim purposes It is also very important that you take and attached clear digital photos of the package/carton and damaged articles.

We will gladly replace any damaged items in transit just as soon as we receive the damaged item(s) back to assess your claim (return shipping and postage costs are not refundable).

How soon do I need to advise you if I no longer want an item?



If you decide that you do not want an item you have ordered, please contact our customer care team as soon as possible by sending an email to customercare@metriocoffee.com.au.

If your order has yet to be dispatched then a full refund will be credited less a standard cancellation fee of $9.95. If however your order has already been fulfilled and dispatched then we can no longer cancel your order and provide you with a refund.

I just received my item, but I no longer want it. Can I change my mind and return it?

All non-food items (accessories & equipment) can be exchanged. Food items such as coffee, tea, syrups, chai latte mixes, frappe mixes, drinking chocolates, cannot be exchanged and no refunds can be credited. Return shipping on exchanges is not refundable. Conditions do apply so please contact our customer care team by writing to customercare@metriocoffee.com.au.

If I need to return my item, who pays for the postage costs?

Should you have a change of mind and would like to either exchange the item (no refunds or exchanges are available for food items such as coffee, tea, syrups, chai latte mixes, frappe mixes and drinking chocolates) the return shipping will be at your cost.

We recommend registering and taking transit insurance on your return postage to us as items in transit are your responsibility until received back to our warehouse.

Can I still return my item if I no longer have the original packaging?

Yes if your item is covered under our return policy we will still accept the item without its original packaging.

However, we would prefer the original packaging. Please make sure the item is securely packaged so that it won't incur further damage in transit back to us.

IMPORTANT NOTE - This does not apply to items that are for exchange due to your choice. In these situations, complete and intact packaging is required including all tags, manuals and accessories. The product must be returned to us in AS NEW condition.

Can I return my item to your warehouse for an exchange or refund?

Currently our warehouse is only used for the storage and facilitation of orders. It is not open to the public and items cannot be returned to our warehouse for exchange or refund.

If you have any questions regarding your order, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

What cannot be replaced or returned?

Any food items or processed food items such as coffee, tea, syrups, chai latte mixes, frappe mixes, drinking chocolates, cannot be exchanged or replaced or refunded.

If you require further information on which items cannot be returned or exchanged please contact our customer care team as soon as possible by sending an email to customercare@metriocoffee.com.au.