Returns & Refunds Policy

Effective date: 14 July 2026. This policy is drafted for the planned store and must be confirmed against the final products, hygiene controls, courier processes and business decisions before launch.

1. Our approach

We want customers to receive the products they ordered in suitable condition. This policy explains how to report damaged, incorrect, defective or unwanted products and how eligible refunds are handled.

2. Contact us promptly

Contact us at pretoria@coffeewholesalers.co.za or on the phone numbers published on the website. Include your order number, the affected product and a clear explanation of the issue.

3. Damaged parcels

If a parcel arrives damaged, take photographs of the outer packaging, courier label, internal packaging and affected products before discarding anything. Report the issue as soon as reasonably possible after delivery so that we can assess the matter and, where needed, raise it with the courier.

4. Incorrect or missing products

If you receive the wrong product or an item is missing, contact us promptly with your order number and photographs of what was delivered. Once confirmed, we may arrange collection, replacement, delivery of the missing item or a refund, depending on the circumstances and stock availability.

5. Defective or unsuitable quality

If a sealed product appears defective or does not meet the quality a customer may reasonably expect, stop using it and contact us. Keep the product, packaging and batch information for assessment. We may request photographs or arrange for the product to be returned.

6. Change-of-mind returns

Coffee is a food product. For health, safety and quality reasons, opened coffee or products with broken seals generally cannot be returned because you changed your mind. A sealed, unused product may be considered for return where the law allows and where it is returned in resalable condition within the applicable period.

Before sending any product back, contact us for approval and return instructions. Unauthorised returns may not be accepted.

7. Products that cannot be returned

• Opened coffee or food products, except where defective or otherwise protected by law.
• Products damaged after delivery through incorrect storage, misuse or neglect.
• Products without sufficient proof of purchase.
• Personalised, specially packed or made-to-order products where a lawful exclusion applies.
• Products returned after the applicable return period without a legal basis.

8. Return costs

Where we supplied an incorrect, damaged or defective product, we will address reasonable return or replacement delivery costs in line with applicable law. Where a return is accepted because the customer changed their mind, the customer may be responsible for return delivery costs and ensuring that the item reaches us safely.

9. Assessment

Returned products may be inspected before a replacement or refund is approved. This helps us confirm the product, condition, batch details and reason for return. An assessment will not remove any consumer right that applies by law.

10. Refund method and timing

Approved refunds will generally be made to the original payment method where possible. Bank and payment-provider processing times may apply after we issue the refund. Delivery charges may be refunded where required by law or where the complete order was affected by our error.

11. Exchanges

Where stock is available and an exchange is suitable, we may offer a replacement instead of a refund. The customer may accept or decline an exchange where the law provides a choice.

12. Cancelled orders

Contact us promptly if you need to cancel an order. If roasting, packing or courier collection has already occurred, cancellation may not be possible or costs may apply, subject to consumer law. If an order has not yet been processed, we will try to stop it and arrange any applicable refund.

13. Courier delays

A courier delay does not automatically mean the parcel is lost. We will work with the delivery provider to trace delayed orders. A replacement or refund will be considered where the parcel is confirmed lost or where consumer law requires another remedy.

14. Consumer law

This policy does not remove rights available under the Consumer Protection Act, Electronic Communications and Transactions Act or other applicable South African law. Where this policy conflicts with a right that cannot be excluded, the law will apply.

15. Contact details

Return and refund requests can be sent to pretoria@coffeewholesalers.co.za . Products should not be sent to the business address until return instructions have been provided.