Shipping, Collection, Returns and Refunds

At Rescue Roast®, we take pride in supplying freshly roasted, high-quality coffee and carefully prepared products—all while helping to make a difference for animals in need.

This policy explains how orders are processed, dispatched, collected, delivered, cancelled, returned and refunded.

Shipping Information

Freshly Prepared Orders

Our coffee is roasted fresh to order to ensure that you receive the best possible flavour and quality.

Orders are typically processed and dispatched within three business days after payment has been received and confirmed.

Custom, personalised, made-to-order and specially prepared products may require additional production time. Where applicable, the estimated production period will be communicated on the product page, during the design process or directly to the customer.

Business days exclude Saturdays, Sundays and South African public holidays.

Shipping Charges

Rescue Roast® offers nationwide door-to-door delivery within South Africa at a flat shipping rate of R85 per order, unless a different shipping charge is displayed or agreed before checkout.

Rescue Roast® subsidises a portion of the courier cost on many deliveries. In exceptional cases involving remote farms, game reserves, mines or destinations outside standard courier service areas, an additional delivery charge may be required. Where this applies, we will contact the customer before dispatching the order.

Delivery Areas

We currently deliver throughout South Africa, subject to courier coverage and accessibility.

International shipping is not offered as a standard checkout option unless specifically arranged and confirmed in writing before an order is placed.

Delivery Times

Typical courier delivery times after dispatch are:

Major centres: approximately 1–3 business days
Outlying areas: approximately 3–7 business days

The order processing period and courier delivery period are separate. For example, an order may require up to three business days to be prepared before the estimated courier delivery period begins.

Delivery timeframes are estimates and cannot be guaranteed. Additional time may be required during promotional periods, festive seasons, public holidays, severe weather, road closures, courier backlogs or deliveries to remote areas.

Tracking Information

You will receive a tracking number once your order has been dispatched, allowing you to follow the progress of your delivery.

Please allow reasonable time for the tracking information to become active after the parcel has been collected by the courier.

Delivery Address and Contact Details

The customer is responsible for providing complete and accurate delivery information when placing an order. This includes:

The recipient’s full name;
A complete street address;
The correct suburb and postal code;
A working cellphone number;
A valid email address; and
Any access instructions, gate codes, security procedures or other information reasonably required to complete the delivery.

Courier companies generally cannot deliver to a post office box.

Rescue Roast® will not be responsible for delivery delays, failed deliveries or additional courier charges caused by incomplete, inaccurate or outdated information supplied by the customer.

If you notice an error in your delivery information, please contact us immediately. We will try to update the information if the order has not yet been dispatched. Once the parcel has been collected by the courier, an address change may not be possible and may result in additional courier charges.

Receiving Your Delivery

The customer must ensure that someone is available at the delivery address during normal courier delivery hours.

The courier may contact the recipient using the cellphone number supplied with the order. Rescue Roast® cannot guarantee that the courier will call before attempting delivery.

A parcel may be accepted by the customer, an employee, receptionist, security officer, household member or another person reasonably present at the delivery address. Delivery to such a person will generally be regarded as delivery to the customer.

Please inspect the parcel as soon as reasonably possible after delivery.

Failed Deliveries and Returned Parcels

A delivery may fail where:

No one is available to receive the parcel;
The recipient cannot be contacted;
The address is incomplete, incorrect or inaccessible;
The courier is refused access to the property;
Required access information was not supplied;
The customer refuses delivery without a valid reason; or
The parcel remains unclaimed following reasonable delivery attempts.

Where a delivery fails for a reason caused by incorrect information, unavailability or another circumstance within the customer’s control, the customer may be responsible for the actual cost of returning the parcel to Rescue Roast® and sending it again.

If the parcel is returned to us, we will contact the customer to arrange redelivery or another appropriate resolution. Redelivery will only take place once any applicable additional courier charge has been paid.

Where the goods are fresh, consumable, personalised or otherwise unsuitable for resale by the time they are returned, a refund may not be available merely because the customer failed to receive or collect the order. This does not affect any rights the customer may have under applicable law.

Courier Delays and Missing Parcels

Delivery timeframes are estimates and not guarantees. Deliveries may be affected by weather, road conditions, vehicle breakdowns, courier capacity, remote locations, public holidays, industrial action or other circumstances beyond our reasonable control.

If your tracking information has not updated for an unreasonable period, please contact us at info@rescueroast.co.za with your order number.

We will assist by lodging an enquiry or investigation with the courier. Courier investigations may take several business days to complete.

A parcel will not automatically be regarded as lost merely because it is delayed. Where appropriate, a replacement or refund will be considered once the courier has completed its investigation and confirmed the status of the parcel.

Nothing in this policy removes any responsibility that Rescue Roast® may have to the customer under applicable South African law.

Collection Orders

Customers who select collection must place and pay for their orders online.

Please do not arrive to collect an order immediately after placing it. Our products are prepared specifically for each order, and customers must wait until they receive a notification confirming that the order is ready for collection.

Collection is available from:

Rescue Roast® Head Office
PKN Office Park, Block B, Units 26–27
62 Taaifontein Street
Montana, Gauteng, 0182

Collection hours:

Monday to Friday: 09:00–15:00
Closed on weekends and South African public holidays.

Please bring your confirmation email, collection notification or order number when collecting your order.

Collection hours may occasionally change due to operational requirements. Any temporary changes will be communicated where reasonably possible.

Orders selected for collection will not be handed over before payment has been received and confirmed.

Uncollected Orders

Please collect your order within a reasonable period after receiving the ready-for-collection notification.

If an order remains uncollected, we may contact the customer using the contact details supplied with the order.

Fresh, consumable, custom or personalised products that are not collected within a reasonable period may become unsuitable for resale or use. Rescue Roast® cannot guarantee a refund or free replacement where an order was correctly prepared and the customer failed to collect it despite reasonable notification.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us immediately at info@rescueroast.co.za.

We will try to assist where the order has not yet entered roasting, grinding, preparation, printing, production, packing or fulfilment.

Because many of our products are prepared specifically for each customer, an order may no longer be changed or cancelled once preparation or production has begun.

An order cannot ordinarily be cancelled or refunded merely because the customer:

Changed their mind;
Selected the incorrect coffee blend;
Selected the incorrect grind;
Entered an incorrect delivery address;
No longer requires the product;
Failed to collect the order; or
Does not enjoy the flavour, strength, aroma or roast profile of correctly supplied coffee.

This does not affect any cooling-off period or other right that may apply under South African law in the particular circumstances.

Cancellation by Rescue Roast®

Rescue Roast® may decline, discontinue or cancel an order where reasonably necessary, including where:

A product is unavailable;
We are unable to fulfil the order;
Payment cannot be verified;
Order or delivery information is incorrect or incomplete;
There is an obvious pricing, product-description or system error;
The order appears fraudulent or unauthorised;
The customer requests something that we cannot reasonably or lawfully supply;
The customer behaves in an abusive, threatening or unreasonable manner; or
We reasonably determine that we cannot meet the customer’s requirements.

Where Rescue Roast® cancels a paid order before the goods have been supplied, the amount paid for the cancelled goods will be refunded to the customer’s original payment method, subject to any separately disclosed and agreed design fees or reasonable costs already incurred, where applicable and permitted by law.

Respectful Communication and Customer Conduct

Rescue Roast® is committed to treating all customers professionally, fairly and respectfully. We expect customers to extend the same courtesy to our staff members, designers, suppliers, couriers and representatives.

Rescue Roast® reserves the right to limit or discontinue communication, refuse further service, discontinue a design project or cancel an order where a customer’s conduct or communications become abusive, threatening, harassing, discriminatory, intimidating, insulting or persistently disrespectful.

This right will not ordinarily be exercised because of a genuine complaint, reasonable criticism or a customer exercising their lawful consumer rights. It applies where the manner, frequency or content of the customer’s conduct makes it unreasonable or unsafe for Rescue Roast® to continue providing the service.

Where appropriate, Rescue Roast® may require that all further communication take place in writing or through a designated representative.

Where an order is cancelled under this section, any refund due will be handled in accordance with this policy, the status of the order, any separately disclosed and agreed design fees or costs already incurred, and applicable South African law.

Returns, Exchanges and Refunds

Change-of-Mind Returns

Due to the consumable nature of coffee and other food products, as well as food-safety and hygiene considerations, we do not ordinarily accept returns or exchanges merely because a customer has changed their mind.

Opened coffee, food, beverages, treats or other consumable products cannot be returned merely because the customer no longer wants the product or does not enjoy it.

This does not affect the customer’s rights where a product is defective, unsafe, incorrectly supplied, materially different from its description or otherwise returnable under applicable law.

Coffee Grind Selection

The customer is responsible for selecting the correct coffee format and grind for their brewing equipment.

Coffee that has been ground according to the option selected by the customer cannot ordinarily be returned or exchanged merely because the selected grind is unsuitable for the customer’s machine or preferred brewing method.

Please contact us before ordering if you are uncertain which grind to select.

Taste Preferences

Coffee flavour, strength, acidity, bitterness, aroma, body and roast preference are subjective.

Individual taste preferences do not constitute a product defect where the correct product was supplied and the product complies with applicable quality and safety requirements.

Incorrect, Defective or Unsafe Products

If you receive an incorrect, defective, unsafe or materially non-conforming product, please contact us as soon as reasonably possible at info@rescueroast.co.za.

Please provide:

Your order number;
A clear description of the problem;
Photographs of the product;
Photographs of the packaging and courier label, where relevant; and
Any other information reasonably required to investigate the matter.

Depending on the circumstances and applicable law, we may arrange an inspection, collection, replacement, exchange, repair or refund.

Please do not discard the product or packaging until the matter has been investigated and resolved.

Damaged Deliveries

Please report visible courier damage, leaking products, shortages or damaged goods within 48 hours of delivery so that we can investigate the matter promptly and submit a courier claim where applicable.

The 48-hour reporting request helps us investigate visible delivery damage and does not limit any rights or remedies that may be available to the customer under applicable South African law.

Please retain:

The damaged product;
The outer courier packaging;
Any internal protective packaging;
The courier shipping label; and
All items received in the parcel.

We may request clear photographs showing:

The outside of the parcel;
The courier label;
The inside of the parcel;
The damaged product; and
The nature and extent of the damage.

Where a product was damaged during delivery, we will work with the customer and courier to reach an appropriate resolution.

Returning an Approved Product

No product may be returned without first contacting Rescue Roast® and receiving return instructions.

Products sent back without prior arrangement may be refused or may delay the investigation and refund process.

Where Rescue Roast® supplied an incorrect, defective or damaged product and a return is reasonably required, we will arrange or reimburse reasonable return costs where required by law.

Where a return is accepted for a reason not caused by Rescue Roast®, the customer may be responsible for the return courier cost, subject to applicable law and any agreement made before the return.

The customer must package returned goods securely to prevent further damage during transport.

Refund Processing

Approved refunds will ordinarily be processed to the original payment method where reasonably possible.

Please allow up to 10 business days for Rescue Roast® to process an approved refund after the relevant investigation, return or cancellation has been completed.

Once processed by Rescue Roast®, the customer’s bank or payment provider may require additional time before the refund reflects in the customer’s account. These banking and payment-processing periods are outside our control.

Original shipping charges are not ordinarily refundable where an order was correctly supplied and delivered, unless otherwise required by law or agreed by Rescue Roast®.

Where only part of an order is cancelled, returned or refunded, any refund will ordinarily be limited to the affected item or portion of the order.

Custom and Personalised Orders

Custom and personalised products are created according to the information, wording, images, colours, sizes and other specifications supplied or approved by the customer.

Design Revisions

The advertised purchase price is the base price of the product and does not include custom artwork, illustration, graphic design, personalisation or other design services unless the product description or quotation specifically states in writing that custom design work is included.

Where a customer requests a custom design, an additional design fee will be quoted based on the nature, complexity and estimated time required to complete the artwork. Custom design work will only begin once the customer has accepted the quotation and paid the applicable design fee.

The number of design revisions included in the design fee will be stated in the relevant quotation or written agreement. Unless otherwise stated, no revisions are included in the base product price.

Unless otherwise agreed in writing, the customisation price includes a maximum of three reasonable rounds of design revisions before the final design is approved.

A revision is a reasonable adjustment to the existing design concept. A request for a substantially different design, layout, theme, wording, image, colour scheme or product specification may be treated as a new design and may be subject to an additional design fee.

Any revisions requested after the included revision rounds have been used will be quoted separately. Further design work will only continue once the customer has accepted the quotation and paid the applicable additional fee.

A request containing several individual changes may be treated as one revision round. Changes submitted separately after a revised proof has already been prepared may be treated as an additional revision round.

Customer-Supplied Information and Images

The customer is responsible for ensuring that all wording, names, dates, images, logos, photographs and other material supplied to Rescue Roast® are correct and may lawfully be used for the requested purpose.

The customer confirms that they own the necessary rights or have obtained the necessary permission to use any content supplied for a custom order.

Rescue Roast® may refuse to reproduce content that appears unlawful, defamatory, discriminatory, offensive, misleading, infringing or otherwise inappropriate.

Hand-Drawn Artwork and Artistic Interpretation

All custom pet portraits and illustrated designs are individually drawn by hand by our graphic designer and then manually colourised. They are not computer-generated copies, photographic reproductions or exact tracings of the supplied images.

Because each design is a unique artistic interpretation, there may be differences in facial features, markings, proportions, colours, shading, expression and other details when compared with the original photographs. By placing and approving a custom order, the customer accepts that the finished artwork will aim to capture the subject’s recognisable features and character but will not be a 100% identical reproduction of the photograph supplied. Please take note of the below example for reference.

Customer Approval

The customer is responsible for carefully checking all spelling, names, dates, sizes, colours, images, positioning and other design details before providing final approval.

Once a design has been approved, production may begin. Changes requested after approval may not be possible. Where changes can be accommodated, they may result in additional charges and a revised completion date.

Rescue Roast® will not ordinarily be responsible for errors that appeared clearly in the proof and were approved by the customer.

This does not apply where the finished product differs materially from the approved design or where Rescue Roast® introduced an error after approval.

Colours and Minor Variations

Colours displayed on phones, computers and other screens may differ slightly from the colours of the finished printed product.

Minor differences in colour, placement, dimensions and appearance may occur as a normal part of hand drawing, colourisation, printing, sublimation, engraving, cutting and manufacturing processes.

Reasonable minor artistic and production variations that do not materially affect the appearance, use or quality of the product will not ordinarily constitute a defect.

Inability to Satisfy the Design Brief

Rescue Roast® will make reasonable efforts to create a design that meets the customer’s stated requirements. However, we do not offer unlimited revisions and cannot guarantee that every subjective design preference can be achieved.

After reasonable consultation and revision attempts, Rescue Roast® may discontinue and cancel a custom order where we reasonably determine that:

The customer’s requirements cannot reasonably be achieved;
The customer continues to request substantial changes outside the original design brief;
The customer has used the included revision rounds and does not accept or pay the applicable additional design charges;
The customer repeatedly changes previously approved instructions or specifications;
The project has become impractical or commercially unreasonable to continue; or
Rescue Roast® is otherwise unable to provide a product that is reasonably likely to satisfy the customer.

Where Rescue Roast® cancels the order before production has commenced, the customer will be refunded any amount paid for goods that will no longer be supplied.

Rescue Roast® may deduct a separately disclosed and agreed design fee, or other reasonable costs already incurred, to the extent permitted by applicable law.

Where no separate design fee or non-refundable charge was disclosed and agreed before the design work commenced, Rescue Roast® may refund the full amount paid.

Custom Orders After Approval or Production

Custom or personalised products cannot ordinarily be cancelled, returned or refunded after the customer has approved the final design and production has commenced merely because the customer has changed their mind.

This does not affect the customer’s rights where the product is defective, unsafe, incorrectly supplied or materially different from the final approved design.

Promotional, Free and Gift Items

Where a free or promotional item formed part of a qualifying purchase, Rescue Roast® may require the promotional item to be returned if the qualifying purchase is validly returned and refunded.

If the promotional item has been used, damaged, consumed or not returned, its reasonable advertised or disclosed value may be taken into account when calculating the refund, to the extent permitted by law.

Gift cards, discount codes and promotional vouchers are subject to their stated terms and conditions and cannot ordinarily be exchanged for cash, except where required by law.

Consumer Protection Rights

Nothing in this policy excludes, restricts or limits any rights or remedies available to a customer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.

Where any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will take precedence.

Contact Us

For assistance with shipping, collection, damaged goods, incorrect orders, returns or refunds, please contact:

Rescue Roast®
Email: info@rescueroast.co.za
Telephone/WhatsApp: 083-240-2493
PKN Office Park, Block B, Units 26 and 27
62 Taaifontein Street
Montana, Gauteng, 0182

Please take note that we operate from a OFFICE PARK so we are not available over weekends and cannot leave parcels at Security.

Please include your order number in all enquiries so that we can assist you efficiently.

We appreciate your understanding and support. Every qualifying purchase helps us contribute to animal rescue organisations.

Thank you for being part of the Rescue Roast® mission—great coffee for a greater good.