Effective Date: 1 July 2026
Thank you for shopping with Red Cape Coffee Co, We are committed to providing high-quality coffee products. Due to the nature of food products, this Refund & Return Policy outlines the circumstances under which returns, replacements, and refunds may be accepted.
By placing an order with Red Cape Coffee Co, you agree to this policy.
1. General Policy
Coffee products are perishable food items. For health, food safety, and quality assurance reasons, all sales are generally final.
Returns, exchanges, or refunds are accepted only in the limited circumstances described in this policy.
2. Eligible Refund or Replacement Requests
You may be eligible for a refund or replacement if:
- You received the wrong product.
- Your order arrived damaged during transit.
- The product packaging was significantly damaged before opening.
- The product was defective or unfit for consumption upon delivery.
- Your order was incomplete due to our error.
- Your order was lost in transit and confirmed by the shipping carrier.
- You were charged more than once for the same order.
3. Non-Eligible Refunds
Refunds, returns, or exchanges will not be provided for:
- Change of mind.
- Personal taste or flavour preferences.
- Incorrect product selection.
- Orders placed by mistake.
- Minor variations in colour, aroma, roast level, or appearance that naturally occur in coffee.
- Products opened or consumed unless proven defective.
- Incorrect shipping information provided by the customer.
- Delivery delays caused by carriers or circumstances beyond our control.
- Products not stored according to the storage instructions provided.
- Requests submitted outside the claim period.
4. Reporting an Issue
If there is an issue with your order, you must contact us within 7 calendar days of the recorded delivery date.
Please include:
- Order number.
- Full name.
- Email address used for the order.
- Description of the issue.
- Clear photographs of:
- The product.
- Packaging.
- Shipping label.
- Any visible damage (if applicable).
Failure to provide sufficient information may delay or prevent processing of your claim.
5. Return Authorisation
Do not return any products without receiving written authorisation from Red Cape Coffee Co
Unauthorised returns may be refused and returned to the sender at the sender’s expense.
6. Refund Method
If your claim is approved, the refund will be issued to the original payment method used for the purchase.
We do not issue refunds in cash or to alternative payment methods.
Refund processing times depend on your payment provider and financial institution.
7. Replacement Products
Where appropriate, we may choose to send a replacement product instead of issuing a refund.
The decision to provide a replacement or refund is at our sole discretion, subject to applicable consumer protection laws.
8. Order Cancellations
Before Shipment
Orders may be cancelled before they are processed for shipment.
If payment has already been captured, an approved cancellation will be refunded to the original payment method.
After Shipment
Orders cannot be cancelled once they have been dispatched.
9. Refused or Undeliverable Orders
If an order is:
- Refused by the customer.
- Returned because of an incorrect or incomplete address.
- Unclaimed after delivery attempts.
Shipping charges are non-refundable.
Any refund for the product value, if applicable, may be reduced by shipping, handling, return, or carrier fees.
10. Fraud Prevention
To protect our customers and business, Red Cape Coffee Co reserves the right to:
- Request additional information before approving a refund.
- Refuse claims that appear fraudulent or abusive.
- Limit refunds for repeated or excessive claims.
- Report suspected fraudulent activity to payment processors or relevant authorities where appropriate.
11. Chargebacks
If you experience an issue with your order, we encourage you to contact us first so we can work towards a resolution.
Initiating an unwarranted payment dispute or chargeback without first attempting to resolve the matter may delay future purchases and the investigation process.
12. Consumer Rights
Nothing in this Refund & Return Policy limits or excludes any rights that cannot be excluded under applicable consumer protection laws.
Where mandatory laws provide additional rights, those rights will apply.
13. Changes to This Policy
We reserve the right to amend this Refund & Return Policy at any time.
The latest version will always be published on our website.
14. Contact Us
For refund or return enquiries, please contact:
Red Cape Coffee Co
Email: info@redcapecoffeeco.shop
Website: https://redcapecoffeeco.shop/