At Bean To Cup, we aim to supply high-quality coffee machines, grinders, accessories and related products.
Many of the products we sell are high-value appliances which may no longer be capable of being sold as new once they have been operated. This policy therefore explains the circumstances in which products may be returned, exchanged, repaired or refunded.
Nothing in this policy limits any right that a consumer may have under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), or other applicable South African law.
1. Change-of-Mind Returns
Except where a statutory right of return applies, Bean To Cup accepts change-of-mind returns only where the product:
- is unused;
- is undamaged;
- is in its original condition;
- is returned in its original packaging;
- includes all supplied accessories, manuals, components and documentation;
- includes any promotional or complimentary products supplied with the purchase; and
- is accompanied by proof of purchase from Bean To Cup.
Customers must contact Bean To Cup before returning any product.
All returned goods are subject to inspection before a return is approved.
2. Online Purchases and Cooling-Off Rights
Where the cooling-off provisions of the ECT Act apply to an online purchase, the consumer may cancel the eligible transaction within 7 calendar days after receiving the goods, without reason or penalty.
Where this statutory cooling-off right applies:
- the consumer is responsible for the direct cost of returning the goods to Bean To Cup;
- the goods must be returned to Bean To Cup;
- Bean To Cup will process the refund in accordance with applicable law; and
- Bean To Cup will not deduct charges that applicable law does not permit us to deduct.
The ECT Act provides that, where its cooling-off right applies, the consumer is entitled to a full refund and the direct cost of returning the goods is the charge that may be levied on the consumer.
Certain transactions and products may be excluded from statutory cooling-off rights under applicable law.
3. In-Store Purchases
The CPA does not create a general right to return goods simply because a customer has changed their mind.
Accordingly, except where a statutory right applies, Bean To Cup may decline a change-of-mind return for products purchased in-store.
Any voluntary return accepted by Bean To Cup remains subject to the conditions contained in this policy.
4. Coffee Machines, Grinders and Electrical Equipment
Customers are encouraged to carefully consider their choice of coffee machine, grinder or electrical appliance before using the product.
A coffee machine, grinder or electrical appliance may no longer be capable of being sold as a new product once it has been operated.
For purposes of Bean To Cup’s voluntary change-of-mind policy, a product may be considered used once it has:
- been switched on or operated;
- had water introduced into it;
- had coffee beans or ground coffee introduced into it;
- had milk or other consumables introduced into it; or
- otherwise been used beyond what is reasonably necessary to inspect the product.
Except where a statutory right of return applies, Bean To Cup does not accept returns of used coffee machines, grinders or electrical equipment merely because the customer has changed their mind, no longer wants the product, is dissatisfied with their choice or would prefer a different model.
Where applicable law permits Bean To Cup to impose a charge relating to returned goods, Bean To Cup may charge a reasonable amount for:
- use;
- consumption or depletion;
- cleaning;
- testing;
- repackaging; and
- restoration necessary to render the goods fit for restocking.
The CPA specifically distinguishes between unopened returned goods and goods that have been used or require restoration.
5. Original Packaging
Customers should retain original packaging until they are satisfied with their purchase.
For voluntary change-of-mind returns, products must ordinarily be returned in their original packaging and that packaging must be in a condition appropriate for resale.
Where a statutory right of return applies, Bean To Cup will apply the requirements of the relevant legislation.
6. Return Transport Costs
For a change-of-mind return where the customer is responsible for returning the goods, the customer is responsible for arranging and paying for return transportation.
Where Bean To Cup arranges collection on the customer’s behalf, the applicable collection cost may be charged to the customer where legally permitted.
Customers are responsible for appropriately packaging goods returned using transport arranged by them.
Where goods are defective, incorrectly supplied or otherwise required by law to be returned at Bean To Cup’s risk and expense, Bean To Cup will comply with the applicable legislation.
7. Original Delivery and Payment Processing Costs
Bean To Cup incurs costs in processing and fulfilling orders, including payment processing fees and courier charges.
However, these amounts will only be deducted from a refund where applicable law permits such a deduction.
Where legislation requires Bean To Cup to provide a full refund, Bean To Cup will not deduct payment processing fees, original delivery costs or any other charge prohibited by law.
8. Special Orders and Custom Products
Products ordered or procured specifically for a customer may be treated as special orders.
This may include:
- custom colours or finishes;
- customised coffee machines;
- personalised products;
- special electrical specifications;
- products not ordinarily stocked by Bean To Cup;
- products imported or procured specifically at the customer’s request; and
- other products specially configured for a particular customer.
Special-order, customised or personalised products cannot ordinarily be cancelled or returned merely because the customer has changed their mind, where applicable law permits this restriction.
Customers will, where reasonably possible, be informed before purchase where an item is regarded as a special or custom order.
This section does not limit statutory rights relating to defective, unsafe or incorrectly supplied goods.
9. Consumable Products
Opened consumable products cannot ordinarily be returned for a change of mind.
This includes:
- coffee beans;
- ground coffee;
- coffee pods or capsules;
- milk and milk alternatives;
- syrups;
- beverage ingredients;
- opened cleaning products; and
- other food or beverage products.
This restriction does not affect rights relating to defective, damaged, unsafe or incorrectly supplied goods.
10. Faulty or Allegedly Defective Products
If you believe that a product purchased from Bean To Cup is faulty or defective, please contact us as soon as reasonably possible.
A reported fault does not automatically mean that a product is defective.
The product may need to be returned for inspection and technical assessment to establish the cause of the reported problem.
Depending on the brand and product, the assessment may be undertaken by:
- Bean To Cup;
- the manufacturer;
- the importer or distributor; or
- an authorised service centre.
A product will not ordinarily be considered defective merely because:
- the customer prefers another product;
- the customer is dissatisfied with a feature that operates according to specification;
- the product does not meet an expectation that was not part of its advertised specification;
- normal cleaning, maintenance, descaling or servicing is required;
- incorrect setup or operation caused the issue;
- unsuitable water quality or scale caused the issue;
- required water filtration was not used;
- an unsuitable electrical supply or surge caused the issue;
- improper or unauthorised installation caused the issue;
- accidental damage, negligence, misuse or abuse caused the issue;
- an unauthorised repair or modification was performed; or
- normal wear and tear has occurred.
11. Consumer Protection Act Warranty of Quality
Where the CPA applies, Bean To Cup acknowledges the statutory implied warranty of quality.
Bean To Cup is the retailer and does not manufacture the majority of products sold through our business. However, the CPA provides that the producer or importer, distributor and retailer each participate in the statutory warranty framework.
Accordingly, customers may approach Bean To Cup regarding a qualifying CPA claim.
Bean To Cup may arrange for the product to be assessed by the relevant manufacturer, importer, distributor or authorised technical service provider in order to establish whether the reported issue is a genuine defect.
If goods fail to meet the statutory quality requirements within the applicable six-month period, the remedies available under section 56 of the CPA will be honoured.
Where the CPA gives the consumer the right to choose a repair, replacement or refund, Bean To Cup will respect that statutory choice.
12. Manufacturer and Distributor Warranties
Many products sold by Bean To Cup also carry an additional warranty provided by the manufacturer, importer or distributor.
Bean To Cup does not manufacture those products and does not independently determine the manufacturer’s warranty terms.
Where a claim falls under an additional manufacturer, importer or distributor warranty, the product may be assessed by the relevant warranty provider or its authorised service centre.
Bean To Cup will, where appropriate, assist the customer by facilitating the warranty process.
Customers may also approach the relevant manufacturer, importer, distributor or authorised service centre directly where the applicable warranty arrangement allows this.
These additional warranties operate alongside statutory consumer rights and do not replace them.
13. Repair → Replace → Refund Warranty Process
For claims processed under a manufacturer, importer or distributor warranty, the normal commercial process may generally be:
Repair → Replace → Refund
This means the warranty provider may ordinarily seek to repair the product first.
Where repair is not reasonably possible or appropriate, replacement may be considered.
Where repair or replacement is unavailable, unsuccessful or inappropriate, a refund or other remedy may be considered in accordance with the relevant warranty terms.
This Repair → Replace → Refund process applies only where permitted by the relevant warranty framework and does not override rights or choices granted to a consumer by the CPA or other applicable law.
14. Where No Defect Is Found
If technical assessment confirms that the product is operating according to specification and no defect is found, the product will not qualify as a defective-product return merely because the customer is dissatisfied with it.
Where legally permissible, reasonable costs relating to:
- assessment;
- collection;
- transport;
- servicing; or
- repair
may be payable by the customer.
Any applicable charges will be communicated to the customer.
15. Incorrect Products
If Bean To Cup supplies an incorrect product, please contact us as soon as reasonably possible.
The incorrectly supplied product should not be used.
Where the incorrect supply is confirmed, Bean To Cup will arrange the appropriate replacement or refund and will cover the return cost where required.
16. Goods Damaged During Delivery
Customers should inspect orders as soon as reasonably possible after delivery.
Where goods appear to have been damaged during transportation, please contact Bean To Cup promptly.
We may request:
- the order or invoice number;
- photographs of the product;
- photographs of the packaging; and
- a description of the damage.
Customers should retain the product and all packaging while the claim is assessed.
17. Commercial Coffee Equipment
Commercial coffee equipment may have specific requirements relating to:
- professional installation;
- electrical supply;
- plumbing;
- drainage;
- water filtration;
- water quality;
- cleaning;
- servicing; and
- maintenance.
Customers are responsible for ensuring that equipment is installed and operated according to the manufacturer’s requirements.
Where permitted by law, failure to comply with required installation, water, electrical, servicing or operating specifications may affect warranty coverage.
A problem caused by incorrect installation, unsuitable electrical supply, inappropriate water conditions, scale, poor maintenance or misuse will not automatically constitute a defect in the equipment.
18. Inspection of Returned Goods
Bean To Cup may inspect returned goods before approving a return, warranty claim or refund.
Inspection may include:
- physical condition;
- serial numbers;
- usage counters;
- accessories;
- original packaging;
- coffee, water or milk residue;
- cosmetic damage;
- signs of misuse;
- installation conditions; and
- technical diagnostic testing.
The purpose of the inspection is to establish the condition of the product and determine the appropriate return or warranty process.
19. Refunds
Once a return has been received, assessed and approved, Bean To Cup will process the applicable refund.
Where reasonably possible, refunds will be processed using the original payment method.
The time taken for the funds to reflect may depend on the customer’s bank, card issuer or payment provider.
Where a statutory refund period applies, Bean To Cup will process the refund within the period required by law.
20. Exchanges
Unused goods may, at Bean To Cup’s discretion, be exchanged for another product where the goods meet our voluntary return conditions.
Any difference in price will either be payable by the customer or refunded as applicable.
Return and redelivery costs for voluntary exchanges may be for the customer’s account.
Except where a statutory right applies, used coffee machines, grinders or electrical equipment cannot ordinarily be exchanged merely because the customer prefers another model.
21. Bundles and Promotional Items
Where products are purchased as part of a bundle or promotion, all items forming part of the applicable bundle may need to be returned for a full refund.
Any complimentary item supplied with the purchase should also be returned where applicable.
Where legally permissible, the reasonable value of promotional items not returned may be deducted from the refund.
22. Demo, Open-Box and Pre-Owned Goods
Products expressly sold as demo, open-box, refurbished or pre-owned may show reasonable signs of prior handling or use.
Known material conditions will be disclosed where applicable.
A characteristic or condition that was expressly disclosed before purchase will not automatically constitute a defect.
Statutory rights applicable to those goods remain unaffected.
23. How to Request a Return
Before returning any item, contact Bean To Cup and provide:
- your name;
- order or invoice number;
- product details;
- reason for the return; and
- photographs or other supporting information where relevant.
Please wait for return instructions before sending goods.
Unauthorised returns may result in delays while the purchase and return request are identified.
24. Statutory Rights
Nothing in this Refund & Returns Policy is intended to waive, restrict or exclude any consumer right that cannot lawfully be waived, restricted or excluded.
Where any term in this policy conflicts with mandatory provisions of South African law, the applicable law will prevail.