I just got my order and something is damaged/faulty/wrong. What do I do?
Please send the following information to email@example.com for any damaged products received to
- Your order confirmation email as a tax invoice
- Please upload a clear image of the damaged/faulty/wrong item(s) and make sure you tell us your order number and the item code(s)
Our Customer Service team will review your refund application
- Please allow 2 business days for a response from our Customer Service team confirming your refund and/or next steps
Except as otherwise provided under the Australian Consumer Law, you will not be entitled to an exchange or refund if:
- you are responsible for the fault/defect
- you were advised of the fault/default at the time of purchase
- you discover that the item can be purchased cheaper elsewhere
- the item was a free promotional item
- the items were marked "On Special"
- the item was not received by Coopers Brewery within 30 days of receipt.
Where a failure does not amount to a major failure, Malt and Rock is entitled to choose between providing you with a repair, replacement or other suitable remedy.
I received part of my order. When am I getting the rest?
Your order may arrive in multiple packages from multiple carriers. Detailed tracking information will be emailed to you when your order is dispatched, or can be viewed at Track your order.
Please allow up to 4 business days from placing your order, for the shipping details to be confirmed by email.
Returns & Refunds
Our returns policy is in addition to your rights under the Australian Consumer Law, because we want you to be happy with your purchase.
Change of mind returns
Malt & Rock will not accept the return of items for change of mind under any circumstances.
Products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.
Malt & Rock will accept product returns and provide you with an exchange voucher, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description.
Malt & Rock may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Malt & Rock reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.
Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence, should be addressed to our Malt & Rock Customer Service team using the ‘Contact us’ option on the Malt & Rock website.
When will I receive my refund?
Depending on your bank, it can take up to 5 business days for the refund to appear in your account.
How will I be refunded?
Your refund will be issued by Direct Credit to your nominated bank account.
Will I get a delivery fee refund?
The delivery fee is non-refundable.
HOME DELIVERY IS AVAILABLE, AUSTRALIA-WIDE
How much is shipping?
Shipping is free for orders over $50, or $15 per order for orders under $50.
What are your delivery timeframes?
Once you’ve received your order confirmation email, please allow:
- NSW & ACT: Within 4-5 business days
- NT & WA: Within 6-8 business days
- All other states: 5-6 business days
Allow 48 hours from placing your order, for the delivery details to be confirmed by email.
We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date.
In the event that multiple items are ordered, part deliveries may be made where all Products are not available. All reasonable attempts to notify you will be made using the details you provided.
As soon as your order is dispatched from our warehouse (Sydney, NSW) you will be sent an email to confirm that it's on its way. The email will include a tracking number so you can check the progress of your order at anytime by logging onto http://auspost.com.au/track/
Who will deliver my order?
Online orders are delivered by Australia Post.
Will I need to sign for my order?
You, or someone at the delivery address at the time of delivery will have to sign for your order.
If you are not available to sign for your order Australia Post will leave a note with instructions for collection from a designated post office. You will have 10 business days (or time period specified by Australia Post) to collect your order from the designated post office. If you are unable to collect your order within this specified time period it will be returned to our warehouse. From here Coopers reserves the right to charge you an administration fee and additional delivery fees for redelivery of your order.
Can I change my delivery address after my order has been placed?
No, you can’t change your delivery address once your order has been placed.
Once you receive your shipping confirmation email, it may be possible for the Australia Post to change your delivery address or redirect your order. Please contact the Australia Post directly.
If your order can’t be delivered it will be returned to our warehouse. Please contact us if this occurs.
The carrier has not delivered my order due to access issues to my address. Why has this happened when your website allowed me to use that address in the checkout?
In rare cases we may not be able to deliver to certain addresses that our carriers deem to be unsafe, inaccessible or in certain remote areas; e.g. narrow dirt roads, steep driveways etc. In these instances, our carriers are often not aware of the issue until they attempt the delivery.
We acknowledge that failed deliveries are disappointing for our customers and ask that if you do live in a location which is difficult to access, please use the delivery address of a local post office or newsagency to collect your order from.