Refund & Cancellation Policy

Effective as of 11 July 2025

At Serengeti Roasters, your satisfaction is important to us. This Refund & Cancellation Policy outlines your rights and our obligations in accordance with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) of South Africa.

Right to Cancel (Cooling-Off Period)

In terms of ECTA, you may cancel your order within 7 calendar days of receiving your goods, without giving a reason. Items must be returned unused, in their original, unopened packaging. Return shipping costs are your responsibility.

Please note: This right does not apply to used products or items custom-made to your specifications.

Return Eligibility

To qualify for a return or exchange:

- Products must be unused and in resalable condition.

- All original packaging and any included materials must be intact.

- We reserve the right to reject returns that do not meet these criteria.

Damaged or Incorrect Products

If your order arrives damaged, defective, or incorrect:

- Notify us within 7 calendar days of delivery.

- Return the item in its original condition.

- Once approved, we will send a replacement at no cost.
Certain made-to-order items may only be eligible for replacement, not refund.

Refund Processing

Where a refund is due:

- Refunds will be processed via the original payment method within 3–5 business days of approval.

- If a refund cannot be processed via the original method, we’ll issue it via EFT.

- Cash refunds are not offered.

Please allow up to 13 working days for funds to reflect, depending on your bank or payment provider.

Defective Products (CPA)

Any product found to be defective within 6 months of receipt will be replaced or refunded at no cost, as required by the Consumer Protection Act.

Personal Information & Returns

Personal information collected during refund or return requests will be used only for that purpose, in line with our Privacy Policy. This may include your name, contact information, proof of purchase and banking details for refund processing. All data is stored securely and retained only as long as necessary.