Six Brothers Coffee – Customer Service Policy
Effective Date: [Insert Current Date – e.g., 24 June 2025]
This Customer Service Policy outlines the principles and procedures governing customer interactions and support provided by Six Brothers Coffee (“the Company,” “we,” “us,” or “our”) to its customers (“the Customer” or “you”). This Policy aims to establish clear guidelines for the provision of customer support and the resolution of enquiries, issues, and complaints pertaining to our green coffee beans and roasted coffee beans (“the Goods”), and related services. This Policy is to be read in conjunction with, and is subject to, our Terms and Conditions of Sale, Terms of Service, and Privacy Policy.
1.1. The purpose of this Policy is to ensure a consistent, transparent, and fair approach to all customer service interactions.
1.2. This Policy applies to all forms of customer contact with the Company regarding: (a) Enquiries about Goods, orders, and services. (b) Assistance with account management. (c) Resolution of delivery issues. (d) Handling of product-related concerns or defects. (e) Processing of returns and refunds. (f) Management of complaints.
2.1. Customers may contact the Company’s customer service department through the following designated channels: (a) Email: service@sixbrotherscoffee.com.au (b) Telephone: 0467712794 (Available during business hours Monday-Friday, 9:00 AM – 5:00 PM AEST) (c) Postal Address: [U2 116 Station Road Loganlea Brisbane QLD]
2.2. The Company reserves the right to introduce or remove contact channels at its discretion. Customers are encouraged to utilise the most appropriate channel for their specific enquiry to facilitate efficient resolution.
3.1. The Company endeavours to acknowledge all customer enquiries received via email within one (1) business day.
3.2. We aim to provide a substantive response or resolution to customer enquiries within three (3) business days. Complex issues may require a longer investigation period, in which case the Company will provide regular updates to the Customer.
3.3. Telephone enquiries will be addressed during specified business hours. If a query cannot be resolved immediately, a customer service representative will advise the estimated timeframe for resolution.
4.1. The Company is committed to resolving customer complaints fairly and efficiently. All complaints will be managed in accordance with the principles of natural justice and fairness.
4.2. Submission of Complaints: Customers are requested to submit complaints in writing via email to [Insert Company Email Address] to ensure a clear record of the issues and associated communications. Complaints should include: (a) The Customer’s full name and contact details. (b) Order number (if applicable). (c) A detailed description of the complaint, including relevant dates and times. (d) Any supporting documentation or evidence (e.g., photographic evidence as per our Terms and Conditions of Sale).
4.3. Investigation: Upon receipt of a formal complaint, the Company will: (a) Acknowledge receipt of the complaint within one (1) business day. (b) Conduct a thorough and impartial investigation into the matter. (c) Endeavour to resolve the complaint within a reasonable timeframe, typically within ten (10) business days. If more time is required, the Customer will be informed of the delay and the estimated new resolution timeframe.
4.4. Resolution: Following the investigation, the Company will communicate its findings and proposed resolution to the Customer in writing. The resolution will be consistent with the Company’s Terms and Conditions of Sale, Refund Policy, and applicable Australian consumer law.
4.5. For specific provisions regarding claims for defective goods, short delivery, or wrongful delivery, Customers must adhere strictly to Clause 3 (“Claims for Defects, Shortages, or Wrongful Delivery”) of our Terms and Conditions of Sale.
5.1. All requests for returns and refunds will be processed strictly in accordance with the Company’s Refund Policy.
5.2. Customers seeking a return or refund must comply with the eligibility criteria and procedural requirements set forth in the Refund Policy and Clause 13 (“Returns Policy”) of our Terms and Conditions of Sale.
6.1. The Company’s liability in connection with the provision of customer service, including any advice or information provided, is subject to the limitations of liability stipulated in Clause 10 (“Limitation of Liability”) of our Terms of Service and Clause 6 (“Limitation of Liability and Indemnification”) of our Terms and Conditions of Sale.
6.2. The Company shall not be liable for any indirect or consequential loss arising from any customer service interaction, as set out in Clause 7 (“Exclusion of Indirect Loss”) of our Terms and Conditions of Sale.
7.1. This Customer Service Policy is governed by and shall be construed in accordance with the laws of Queensland, Australia.
7.2. Any disputes arising under or in connection with this Policy shall be subject to the non-exclusive jurisdiction of the Courts of Queensland, Australia.
8.1. This Policy will be reviewed periodically to ensure its continued effectiveness and compliance with relevant legislation and best practices.
For any customer service enquiries, complaints, or feedback, please use the contact methods specified in Section 2 of this Policy.
