Refund and Returns Policy

This policy applies to online orders, local pickup orders and support requests involving damaged, incorrect, incomplete, defective, unsafe, misdescribed or otherwise problematic goods.

Roasted coffee is a consumable product. Out of Coffee does not accept change-of-mind or buyer-remorse returns or refunds for roasted coffee. Discretionary exceptions require written approval before goods are returned.

Roasted coffee is a consumable product. For safety, quality and resale reasons, Out of Coffee does not accept change-of-mind or buyer-remorse returns or refunds for roasted coffee, including cases based only on personal taste preference.

This limitation does not remove statutory rights for goods that are defective, unsafe, incorrect, incomplete or materially different from what was confirmed at checkout.

Please report visible delivery or order problems within 7 days of delivery where reasonably possible. This includes damaged, incorrect, incomplete or materially misdescribed orders.

Include your order number, photos of the item and packaging, delivery condition and a clear description of the issue. We may request additional information so the issue can be assessed with the courier, fulfilment provider or payment provider where relevant.

Coffee taste depends on grind, water, recipe, equipment, storage and brewing method. We will try to help troubleshoot brew-related problems, but personal preference or change-of-mind alone does not qualify for a refund.

If a product appears defective, contaminated, unsafe or materially different from the product purchased, contact us promptly and do not continue using it until the issue has been assessed.

Email info@outofcoffee.co.za or contact 076 296 8981 with your order number, customer details, product name, issue description, photos where relevant and whether you are requesting a replacement, refund, credit or troubleshooting help.

Do not send goods back before Out of Coffee confirms the return route and any documents or courier steps required.

We may ask that goods are kept in their original packaging while the issue is assessed. Where a return is required, Out of Coffee will confirm the return route before goods are sent back.

If the issue is caused by an Out of Coffee error, courier damage, a defect, an incorrect item or an incomplete order, the return or replacement handling will be managed accordingly. If a discretionary exception is approved for another reason, return shipping terms and fees will be confirmed in writing before return shipping starts.

Depending on the circumstances, we may offer a replacement, refund, store credit, partial refund, troubleshooting assistance or another appropriate remedy.

Approved refunds are normally processed to the original payment method within 7 business days after approval or assessment is complete. Payment provider and bank processing times may add extra time before funds reflect.

If you need to cancel an order, contact us quickly. Once an order has been packed, dispatched or handed to a courier, cancellation may no longer be possible and the return/refund assessment will apply instead.

For delivery problems, report the issue within 7 days of delivery where reasonably possible. We may need tracking data, courier feedback, delivery photos, address confirmation or proof of delivery before deciding the next step.

If subscription products are offered, the applicable cancellation, amendment, recurring billing and cut-off terms will be presented clearly before a customer commits to that subscription.

Returns must not be sent without prior confirmation. The returns address is Mall Mews, 5, 55 Mountain Mill Dr, Hospital Hill, Worcester, 6850, South Africa. Support can be reached at info@outofcoffee.co.za or 076 296 8981.

When Out of Coffee confirms that the issue is its error, courier damage, a defect, an incorrect item or an incomplete order, Out of Coffee will confirm how return or replacement handling will be covered.