Terms of service

PLAASKOMBUIS COFFEE ROASTERY
Refund & Returns Policy

Effective Date: February 2026

Because coffee is a fresh, perishable product roasted to order, Plaaskombuis Coffee Roastery maintains a strict refund and returns policy to ensure product quality, safety, and traceability.

1. Fresh Coffee Is Non-Returnable

All roasted coffee beans and ground coffee are classified as perishable food items.
For this reason, we do not accept returns or offer refunds for:

  • Change of mind

  • Incorrect grind selection chosen by the customer

  • Flavour preference or taste differences

  • Opened or used products

  • Orders stored incorrectly after delivery

Coffee quality is highly sensitive to storage conditions outside our control once dispatched.

2. Damaged or Incorrect Orders

We will gladly resolve issues where:

  • The wrong product was supplied

  • The product was damaged during transport

  • The order is materially defective

To qualify:

  • You must notify us within 48 hours of delivery

  • Provide:

    • Order number

    • Clear photos of the product and packaging

    • Description of the issue

Claims submitted after 48 hours cannot be processed due to the perishable nature of the goods.

3. Resolution Options (If Claim Is Approved)

Once assessed, Plaaskombuis Coffee Roastery may, at its discretion:

  • Replace the product

  • Issue a store credit

  • Provide a partial or full refund (rare and only where appropriate)

We do not offer cash refunds for subjective taste preferences.

4. Shipping Costs

Shipping fees are non-refundable, except where we supplied the incorrect item.

5. Order Accuracy Responsibility

Customers are responsible for confirming:

  • Correct product selection

  • Grind size

  • Delivery details

Because coffee is roasted specifically for each order, changes cannot be made once roasting has begun.

6. Storage Disclaimer

Plaaskombuis Coffee Roastery cannot be held responsible for quality deterioration due to:

  • Exposure to heat, sunlight, or air

  • Improper sealing after opening

  • Delayed collection from courier points

Proper storage instructions are provided to maintain peak freshness.

7. Contact for Claims

All quality-related claims must be submitted to:

Email: sales@plaaskombuisroastery.co.za
Subject Line: Order Issue – [Order Number]

8. Policy Acceptance

By purchasing from Plaaskombuis Coffee Roastery, you acknowledge and accept this Refund & Returns Policy as standard practice within specialty coffee roasting.

This policy aligns with industry norms where coffee is treated as a fresh food product rather than a shelf-stable commodity.