Refund policy
REFUND AND RETURN POLICY
We want you to be happy with your Rescue Roast® purchase. This policy explains how returns, exchanges and refunds are handled, subject at all times to your rights under applicable South African consumer protection legislation.
30-Day Return Period
You may request a return within 30 days of receiving your item.
To be eligible for a discretionary return, the item must be in the same condition in which you received it, unused and unopened, with its original packaging where applicable. You will also need your receipt or proof of purchase.
To request a return, please contact us at info@rescueroast.co.za.
Please do not send items back to us without first contacting Rescue Roast® and receiving return instructions.
Approved returns must be sent via courier to the return address provided by Rescue Roast®. Our current return address is:
Rescue Roast®
62 Taaifontein Street
Montana Park
Pretoria
South Africa
Where applicable, we will provide instructions regarding the return process and whether return courier costs are payable by Rescue Roast® or the customer.
You can contact us with any return-related questions at info@rescueroast.co.za.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If an item is defective, damaged during delivery, or if you receive an incorrect product, please contact us as soon as possible so that we can assess the issue and arrange an appropriate remedy.
Depending on the circumstances and your rights under applicable South African law, this may include repair, replacement, exchange or refund.
Please include your order number and, where reasonably possible, photographs showing the problem so that we can assist you efficiently.
Food, Perishable and Other Non-Returnable Items
For health, hygiene and food-safety reasons, opened coffee, hot chocolate, food products or other consumable products cannot generally be returned simply because you have changed your mind.
However, this does not affect any rights you may have where a product is defective, unsafe, incorrectly supplied or otherwise does not comply with applicable South African consumer protection legislation.
Other products that may not qualify for discretionary change-of-mind returns include:
- Personalised or customised products;
- Special-order products made specifically for the customer;
- Opened consumable products;
- Gift cards; and
- Other products that cannot reasonably be resold for health, hygiene or safety reasons.
Please contact us if you are unsure whether a particular product qualifies for return.
Sale and Promotional Items
Sale, clearance or promotional items may be excluded from discretionary change-of-mind returns where this was clearly communicated at the time of purchase.
This does not remove any statutory rights you may have in respect of defective, unsafe or incorrectly supplied goods.
Exchanges
If you would like to exchange an eligible item, please contact us first.
In some cases, the quickest process may be to return the original item in accordance with this policy and place a new order for the replacement item once the return has been approved.
Return Courier Costs
Where a return results from a change of mind or customer ordering error, the customer may be responsible for reasonable return courier costs.
Where goods are confirmed to be defective, damaged, incorrectly supplied or otherwise subject to a remedy under applicable South African law, Rescue Roast® will handle reasonable return or replacement arrangements as required by law.
Refunds
We will notify you once we have received and inspected your returned item and will advise whether the refund has been approved.
If approved, the refund will generally be processed to the original payment method within 10 business days.
Please note that banks, card issuers and payment service providers may require additional processing time before the refunded amount appears in your account.
If more than 15 business days have passed since Rescue Roast® confirmed that your refund was processed, please contact us at info@rescueroast.co.za.
Refunds and Rescue Partner Commissions
Where a qualifying Rescue Roast® sale is associated with a participating rescue organisation, any commission arising from that sale is governed by the commercial partnership arrangement between Rescue Roast® and the relevant organisation.
If an order is cancelled, refunded, reversed or found to be fraudulent, any associated commission may be adjusted or reversed in accordance with the applicable partnership arrangement.
For clarity, amounts paid by customers to Rescue Roast® are payments for products and are not charitable donations.
Your Statutory Rights
Nothing in this Refund and Return Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded under South African law, including applicable rights under the Consumer Protection Act, 2008.
Contact Us
If you have any questions regarding a return, exchange or refund, please contact:
Email: info@rescueroast.co.za