Refund policy

Returns and refunds

Coffee is a food product. Except where applicable law gives you a right to return, we do not ordinarily accept change-of-mind returns for coffee after dispatch, including where the customer no longer wants the product, does not enjoy its taste, or selected the wrong size or grind.

If we send you the wrong product, or your order arrives damaged, unsafe, contaminated or defective, please contact us promptly through the Contact page so we can investigate. Include your order number and, where possible, clear photographs of the parcel, label, contents and problem. Keep the product, packaging and any foreign material until we have reviewed the matter. We will honour the remedies available under applicable law, including replacement or refund where applicable.

If you wish to cancel before dispatch, contact us immediately. We will try to stop fulfilment, but cannot guarantee cancellation once roasting, grinding, packing or courier processing has begun. Any cancellation rights and refunds required by law remain unaffected.

Natural agricultural product and foreign-material notice

Coffee is an agricultural product that is grown, hand-picked, processed and handled on a farm. We take reasonable care to clean and gravity-sort the beans and to remove twigs, stones and other foreign material. Despite these controls, there is a small possibility that natural foreign material may remain.

For whole-bean coffee, visually inspect the beans before placing them in a grinder and remove anything that does not look like coffee. For whole-bean or ground coffee, stop using the product if you find or suspect foreign material. Do not place suspected foreign material in a grinder. Keep the product, packaging and foreign material, and contact us promptly with your order number and photographs so that we can investigate.

Nothing in this notice excludes or limits liability or consumer remedies where doing so would be unlawful. In particular, it does not remove rights relating to unsafe, defective or contaminated goods.

Contact

For questions or problems relating to an order, use our Contact page or email info@copalacoffee.com, and include your order number.

Physical address: P.O.Box 92473, Mooikloof, Pretoria, Gauteng, 0051, South Africa.