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Delivery, Returns and Other Policies

Deliveries

Delivery times depend on the area and when an order is placed. As a rule Quaffee will endeavour at all times to use the greenest method available to deliver items. This means that there may be a small delay, but we believe if we all do something, no matter how smaller we can reduce emissions. Please note that we do not deliver outside of South Africa.

Please note that regular clients are added to our tracking system, which will prewarn them that they may be running low using our internal calculations.

That said below is a table of a guideline of delivery areas and anticipated delays. Equipment is anything that is not coffee, like machines, makers, grinders, cleaning materials etc...

Insurance

We do not insure any items that are sent via courier. If you require this please contact us, and we will request a formal quote from our courier company, and forward that to you.

We do not insure the coffee at all.

Exchange / Returns

Policy

Coffee: As far as coffee is concerned, we guaranty to replace your coffee free of charge if you are unhappy with anything, or it is not to your liking. If after replacement or change to an alternative you are still unhappy we will refund your money, as long as you can prove you have not drunk it all.

Equipment: Any equipment that you install yourself (we like to install and setup the Jura machines, that you find to be faulty after you Contact Us, and we have not been able to assist, we will replace these goods. The goods need to be returned in the original packaging and condition as they where when you received them.

How To Return an Item

Items must be returned in their original packaging, in the original condition and with all booklets, guarantees and product tags if they are attached, within 7 days of delivery. When returning any item please include a covering note, so we can process your return more efficiently. The note should state why it is being returned and whether you want an exchange or a refund. In this note you should also include your order or invoice number, or a copy of the original invoice, so that we can track your order on the system. If an item is returned without a covering note then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for return.

Please also notice the section below on fees, with regards to returns.

Other noteworthy policies

Freshness rules: We will not sell any coffee older than 8days from roast.

Working hours: Monday to Friday 08:30 to 16:30.

Go Green: Wheresoever possible we explore a greener method to do whatever we do. If we have a choice between a greener alternative, we will select that alternative. The only exception is if the cost to do so is prohibitive, and goes against any other policy we have, like for example freshness.

Local is Lekker: Wherever we can we will use local companies for work and materials required.

Stock levels: We normally have most stuff on the website in Stock, in Cape Town, and most of it in Johannesburg.

Fees

Credit Card fees

Under the new consumer protection act, April 2011, there is mention to the fact that consumers should not be expected to pay for banking and credit card charges. Quaffee has always listed the price differences online, so that you the consumer can make the choice of paying via credit card or not.

We will continue to list these as different charges since we believe those consumers that are prepared to pay in real value, rather than on credit should be recognized and hence pay our standard pricing. The only way we would ever remove these credit card charges is if we increase our prices across the board to facilitate the excessive fees we are handing over to a payment provider or bank. We have not and will never restrict payment to be made only via credit card, and therefore the consumer is given a choice.

If you as a consumer are not content with these conditions, or paying extra, then we are happy to engage directly with you and discuss this further.

Admin fees

If an order is placed and then canceled, we will refund the moneys paid minus any banking or payment provider fees. If you are unsure about a purchase we offer you a facility where you can request from us a demo of a product, before placing an order. With this in mind we believe that it is reasonable to list this condition. We will always show you the consumer the actual fee paid to the payment provider.