Still waiting on a

Nespresso

refund?

Your eligibility depends on why you want a refund: order error, damaged goods, or a faulty coffee machine (warranty/consumer law).

Incorrect items / missing items / damaged goods

You may be eligible for a refund or replacement if:

• You notify Nespresso within 7 days of receipt for incorrect orders.
• Goods are unused, in original condition/packaging, and accompanied by the invoice.
• The issue isn’t caused by misuse/neglect (claims can be refused where damage/fault is linked to misuse).

If the mistake is Nespresso’s fault, Nespresso states it will cover return delivery costs.

Coffee machine faults

• Nespresso states machines come with a 2-year manufacturer warranty and it will generally repair or replace defective machines (at its discretion).
• Under Australian Consumer Law, if there’s a major failure, you may be entitled to choose a refund or replacement.

Key exclusions and “don’t assume” areas

• Returns can be refused if damage/fault is caused by misuse or neglect.
• For some subscription plans, Nespresso notes you generally aren’t entitled to a refund of fees already paid at the date of termination.

1) Contact Nespresso quickly

Use the fastest channel so your issue is logged immediately:

• Phone: 1800 623 033 (Australia)
• Email: auclub@nespresso.com
• Live chat: available via Nespresso’s customer care experience (see links below)

2) Explain the issue clearly and provide proof

State what happened: incorrect item, missing item, damaged goods, faulty machine, delivery failure.
If damaged/faulty, include photos and order details right away.

3) Follow Nespresso’s return/assessment instructions

• Nespresso may require goods to be returned for assessment before approving a refund or replacement.
• If the error is Nespresso’s, they indicate they’ll cover return delivery costs.
• Keep proof: order number, invoice, photos, and return tracking.

4) Track the return and keep everything in one thread

Nespresso’s refund timeframes are typically measured from when they receive the returned goods, so postal tracking is your best leverage if timelines are delayed.

If a refund (or replacement) is due, Nespresso states it will endeavour to provide it within 30 days of receiving the returned goods.

• Nespresso’s Conditions of Sales also state it will reimburse the price of returned goods and invoiced delivery charges within 30 days of receipt of returned goods (for properly completed returns).
• Practical note: your real wait time can include shipping time to Nespresso + handling time, then the refund processing window.

Nespresso describes refunds as reimbursement of:

• The price of returned goods, and
• Invoiced delivery charges (for properly completed returns)

Depending on the situation, Nespresso may offer a refund or replacement. For machines, outcomes often start as repair or replacement under warranty unless consumer law entitles a refund (e.g., major failure).

Subscription note: when terminating some subscription plans, Nespresso indicates fees already paid generally aren’t refundable.

The issues that most often cause delays or denials:

• Reporting too late for incorrect orders (7-day notification expectation). Raise the issue the same day the order arrives - don’t wait.
• Trying to return opened/used goods or returning without packaging/invoice. (Tip: Keep the invoice/confirmation email and original packaging until you’re sure everything is correct).
• Not following assessment/return instructions. (Tip: If they request an assessment return, follow the exact steps and keep tracking proof).
• Misunderstanding the “30-day clock”: Nespresso’s 30-day target starts after they receive returned goods. (Shipping time isn’t included.)