Shipping & Returns
Shipping Policy
Subject to stock availability with suppliers and receipt of payment, requests will be processed within 2 working days and then handed over to a courier company for delivery. Please also note that no PO Box addresses will be accepted as a delivery address. Please ensure that someone will be present to accept the delivery of your order at the residential or business address provided.
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The Provider will supply all goods to the delivery company in good order and will ensure that goods arrive at the User’s chosen delivery address in the same good order.
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Cancelled orders on the e-commerce facility will be refunded after deduction of a 10% charge for administration costs and will be refunded within 30 days. The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.
Return & Exchange Policy
Coffee Returns:
As coffee beans are a perishable product, we do not accept returns where there is no quality issue with the products you have received. Unfortunately we cannot guarantee that what you order will be to your personal taste, so please order in small quantities if you are uncertain about a new coffee you are trying for the first time. Please remember to use your beans when they are fresh (within 4-6 weeks of the roast date, which you will find at the back of the coffee bag) for the best result!
We try our best to give you a good quality coffee and roast, so we rarely see any quality issues with our beans, however if you suspect there is a quality issue please send us an email: orders@mokacoffeeroasters.co.za.
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Equipment returns:
You may return any equipment you purchase at Moka Coffee Roasters. Our returns policy lasts 30 days. If 30 days elapsed since your purchase, unfortunately we are unable to offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same pristine condition that you received it. It must also be in the original packaging including any seals or plastic wrapping.
To complete your return, the user has to notify Moka Coffee Roasters (Pty) Ltd that goods are being returned and a copy of the proof of return (image) stating the tracking number has to be sent to accounts@mokacoffeeroasters.co.za. A written reason for the return of any and all products must accompany the returned goods and or products.
The goods and or products remain your responsibility until they are received and signed for by us.
Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied via EFT.
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Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@mokacoffeeroasters.co.za
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Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@mokacoffeeroasters.co.za.
Shipping:
To return your product, you should send your product to:
Moka Coffee Roasters (Pty) Ltd
Shop 4
Cape Garden Centre
Joostenbergvlakte
7570
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You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, and we had to arrange a courier to collect your item the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R 500.00 we suggest you make use of a trackable shipping service or purchasing shipping insurance.