cancellation & refund policy

At Alcove Coffee Roastery, we take care in preparing and supplying fresh, quality coffee and related products. Please read our cancellation and refund policy carefully before placing an order.

1. order cancellations

Orders may be cancelled before they have been processed, packed, roasted, or dispatched. If you need to cancel an order, please contact us as soon as possible at hello@alcovecoffee.co.za or 0818526346.

Once an order has been prepared, packed, roasted, or handed over for delivery, it may no longer be cancelled.

2. fresh coffee products

Coffee is a fresh consumable product. For health, safety, and quality reasons, we cannot accept returns of opened, used, or tampered-with coffee products unless the product is defective, damaged, or incorrect.

3. damaged, defective, or incorrect orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving your order. Please include your order details and clear photos of the product and packaging.

Once reviewed, we may offer a replacement, refund, or store credit, depending on the situation.

4. refunds

Approved refunds will be processed using the original payment method where possible. Refund processing times may depend on your bank or payment provider.

Delivery fees are non-refundable unless the return or refund is due to an error on our side, or where required by law.

5. returns

Products must be returned in their original condition, unopened, unused, and with all original packaging, unless the product is defective or damaged.

Customers may be responsible for return delivery costs unless the return is due to an incorrect, damaged, or defective item supplied by Alcove Coffee Roastery.

6. non-refundable items

We do not offer refunds for products that have been opened, used, damaged after delivery, or returned due to personal taste preference.

7. consumer rights

This policy does not limit any rights you may have under South African consumer protection law. Under the Consumer Protection Act, consumers may have the right to return unsafe, defective, or poor-quality goods within the required period and may choose a refund, repair, or replacement where applicable.

8. contact us

For cancellations, refund requests, or return queries, please contact us:

Email: hello@alcovecoffee.co.za
Phone: 0818526346
Address: 71 Leyll Street, Ceres, 6835