Returns/Exchanges & Refunds

Returns, Exchanges & Refunds Policy

This Returns, Exchanges & Refunds Policy forms part of the Blackbeancoffee.africa Terms & Conditions (the “Terms”) and must be read together with them. In the event of any inconsistency, the Terms & Conditions shall prevail.

1. Overview

This Policy sets out the conditions under which goods may be returned, exchanged, or refunded. It applies to all purchases made through Blackbeancoffee.africa and is governed by the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECT Act), where applicable.

2. Cooling-Off / Change of Mind (ECT Act)

This section applies only where you qualify as a consumer under the ECT Act.

  • You may cancel an order within 7 (seven) days from the date you receive the goods, excluding the day of delivery.
  • Returned goods must be unused, undamaged, and in their original unopened packaging.

This right does not apply if:

  • The goods have been used, opened, or are not in their original sealed packaging;
  • The goods are sealed items relating to health or hygiene (including coffee and the like) and have been unsealed;
  • The goods have become inseparably mixed with other items after delivery.
  • You are responsible for all return-related costs, including repacking, courier, and bank/admin fees.
  • If returned goods show damage or loss caused by inspection or handling, we may deduct the cost from the refund amount.
  • Valid refunds will be processed within 7 working days.

3. Defective Goods (CPA)

  • Where goods fail to comply with the CPA or show a manufacturing defect, we will repair, replace, or take back the goods, subject to supplier confirmation.
  • The defect must be reported within 24 hours of becoming apparent.
  • The defect must result from faulty design or manufacture.
  • Goods may be required to be returned to the supplier or an authorised service agent for inspection.

If the supplier confirms the defect:

  • The cost of return carriage will be refunded; and
  • The goods will be repaired or replaced at no charge.

If goods are repaired or replaced, no additional claim may be made against us in respect of the defect.

4. Exchanges

  • We do not automatically offer exchanges.
  • Any exchange request is treated as a return and re-purchase and is subject to approval in writing.
  • All exchange requests must comply with the return conditions set out in this Policy.

5. General Return Conditions

  • Returns are accepted only where a defect existed at the time of purchase and return approval has been granted in writing.
  • Goods must be returned as soon as a defect is discovered and no later than 6 months from delivery.
  • Returned goods must be:
    • Unused and undamaged (unless faulty on delivery);
    • In original packaging with all components;
    • Securely packed to prevent transit damage;
    • Returned with the delivery slip;
    • Returned at the customer’s risk and cost unless confirmed faulty.

6. Return Process

  • All return requests must be submitted in writing to info@blackbeancoffee.africa.
  • Please specify:
    • The product(s) being returned;
    • Date of purchase;
    • Full details of the defect or reason for return.
  • We will confirm in writing whether the return is approved and provide instructions.
  • Returns sent without written approval may not be identifiable and may delay resolution.

7. Admin Fees, Restocking & Supplier Charges

Where a return is due to a change of mind, incorrect purchase, or cancellation before or after delivery:

  • A 10% administration fee may be deducted to cover banking and admin costs already incurred.
  • Delivery fees are non-refundable.
  • As goods are shipped directly from suppliers, a supplier restocking fee (typically between 20–25%) may apply and will be deducted from any refund.
  • Returned goods must be received within 7 working days of delivery.

We strongly encourage customers to ask all relevant questions prior to placing an order.

8. Out-of-Box Failure

  • As we ship directly from suppliers and do not hold stock, out-of-box failures are assessed by the supplier or authorised service agent.
  • Equipment may be collected and returned for assessment or you may be directed to the nearest authorised service agent.
  • If a fault is confirmed, the supplier will dispatch a replacement unit directly to you.
  • This process may take up to 10 working days.
  • No loan or temporary replacement units are provided.

9. Refund Method & Timing

  • Approved refunds are processed via EFT or a PayFast reversal to the original payment method.
  • Refunds are processed once returned goods are received and funds have cleared.
  • Refunds may take up to 72 hours to reflect, depending on banking institutions.
  • We do not process cash refunds.

10. Delivery-Related Claims

  • Goods must be inspected immediately upon delivery.
  • Damage or shortages must be reported immediately or within 24 hours.
  • Photographic evidence is required.
  • Signing for delivery (signature or PIN) confirms receipt in good order.

11. Contact

All returns, exchanges, and refund queries must be submitted to:
info@blackbeancoffee.africa