Savanna Sigh - Decaf Pods (12)

Returns and Refunds Policy 

At Von Berg (PTY) LTD, we are committed to providing you with high-quality coffee beans, honey, and coffee pods. We understand that occasionally, you might need to return a product. This policy outlines our procedures for returns and refunds, designed to be fair to both you and our business, in accordance with the South African Consumer Protection Act (CPA).

1. Our Commitment to Quality:

We take great care in sourcing and packaging our products to ensure they reach you in excellent condition. If, however, you receive a product that is damaged or incorrect, please notify us immediately so we can resolve the issue promptly.

2. Non-Returnable Items (Due to Hygiene and Perishability):

For hygiene and quality reasons, we cannot accept returns or offer refunds for the following items unless they are damaged or incorrect upon arrival:

Opened Coffee Beans: Once the seal on coffee bean packaging is broken, we cannot accept a return. This is to maintain the freshness and quality of our coffee for all our customers.

Opened Honey: Similarly, for hygiene reasons, we cannot accept returns on honey where the seal has been broken.

Tampered Products: Products that have been opened or used 

3. Returns and Refunds for Damaged or Incorrect Items:

If you receive a product that is:

Damaged in transit: Please notify us within 48 hours of receiving your order, providing photographic evidence of the damage to the packaging and the product.

Incorrect: If you receive the wrong item, please notify us within 7 days of receiving your order, clearly stating the incorrect item received and the item you ordered. The product must be returned to us in its original, unopened packaging.

Upon verification of the damage or error, we will offer you the following options:

Full Refund: Including the original delivery charges.

Exchange: We will ship the correct or undamaged product to you at our expense, subject to stock availability.

4. Subscription Returns and Refunds:

Our coffee pod subscription service is designed for regular deliveries of your chosen coffee. Due to the nature of this service, we cannot accept returns or offer refunds on delivered subscription orders unless:

The wrong product was shipped: If you receive coffee pods that do not match your subscription order, please notify us within 24 Hours of receiving the delivery. We will arrange for the correct product to be shipped to you or offer a full refund for that specific delivery.

Please note that we are unable to accommodate returns or refunds due to changes in your coffee preferences or if you have an excess of pods. You can manage your subscription (pause, skip, or cancel future deliveries) through your account on our website.

5. General Conditions for Returns:

All returns must be initiated within the specified timeframe mentioned above (24 hours for damaged goods, 24 hours for incorrect goods).

Returned items (excluding opened, non-returnable items) must be in their original, unopened packaging and in resalable condition.

You will be responsible for the cost of returning the item to us unless the return is due to our error (damaged or incorrect item). We will provide instructions on how to return the item.

We recommend using a trackable shipping method for returns as we cannot be held responsible for items lost or damaged in transit back to us.

6. Refund Process:

Once we receive the returned item and verify its condition, we will process your refund within 5 business days. The refund will 1 be credited back to the original payment method used for the purchase. Please note that it may take additional time for your bank or payment provider to process the refund 2 and for the funds to appear in your account.  

7. Consumer Protection Act (CPA):

This policy is in accordance with the South African Consumer Protection Act (CPA). Nothing in this policy intends to limit your statutory rights under the CPA.

8. Contact Us:

If you have any questions or wish to initiate a return, please contact us via:

Email: info@von-berg.co.za

We are here to help and will do our best to ensure your satisfaction with your Von Berg (PTY) LTD experience.

Von Berg (PTY) LTD reserves the right to amend this policy at any time without prior notice. The latest version of the policy will be posted on our website.