refund, return and exchange policy

Last updated: 17 June 2026

1. Returns

Unopened, unused and non-perishable products may be returned within 14 calendar days of delivery, provided that proof of purchase is supplied, the original packaging and seals remain intact, and the product is in a resalable condition.

Returns must be approved by Alcove Coffee Roastery before products are sent back. For change-of-mind returns, the customer is generally responsible for the return-delivery cost.

2. Coffee and consumable products

For health, hygiene, freshness and food-safety reasons, we generally cannot accept change-of-mind returns for opened coffee, products with broken seals, prepared beverages, used or partly consumed products, or other perishable food items.

A personal preference regarding coffee flavour does not necessarily mean that the product is defective.

3. Defective, damaged or incorrect goods

Please contact us promptly if a product is defective, unsafe, damaged, incorrectly supplied or materially different from its description.

Damaged, missing or incorrectly supplied products should be reported within 48 hours of delivery. We may request photographs, packaging, batch information and proof of purchase.

Once verified, we may provide a replacement, refund, store credit or another appropriate solution. Where the error was ours, reasonable collection or redelivery costs will be covered by Alcove Coffee Roastery.

4. Incorrect grind selection

Customers are responsible for selecting the correct grind option before completing an order. Coffee correctly prepared according to the selected grind option generally cannot be returned because a different grind was intended.

If Alcove Coffee Roastery supplied a different grind from the one shown on your confirmed order, please contact us so that we can correct the issue.

5. How to request a return

Email hello@alcovecoffee.co.za with your order number, the reason for the return and photographs where relevant. Please wait for approval and return instructions before sending any product back.

Returned products should be packaged securely and sent using the approved delivery or collection method.

6. Refunds

Approved refunds are normally processed within 7–10 business days after the returned product has been received and inspected.

Refunds will ordinarily be made using the original payment method. Processing times may vary depending on your bank or payment provider.

7. Exchanges

Approved exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a comparable product, store credit or a refund. Any applicable price difference will be payable or refunded.

8. Order cancellations

Please contact us as soon as possible if you wish to cancel an order. An order may no longer be cancellable once it has been dispatched, specially ground, personalised or entered production.

Where an order has already been dispatched, the applicable return conditions will apply.

9. Consumer rights

Nothing in this policy is intended to remove or restrict any rights available to customers under applicable South African consumer law.

10. Contact us