Returns & Refunds

Because Mesquite Coffee is a sealed, consumable food product, we are unable to accept returns once the package has left our control. This policy safeguards product integrity, freshness, and your health.

1. No-Return Policy

Hygiene & Safety: To comply with the South African Department of Health’s food-safety regulations and Section 20(3) of the Consumer Protection Act 68 of 2008 (CPA), all coffee sold in sealed, food-grade pouches is non-returnable.
Freshness Guarantee: Our compostable pouches include an oxygen barrier and one-way valve to lock in flavour; opening or handling outside our facility compromises that seal.

2. Packaging & Quality Control

Every order is packed by hand, heat-sealed, and inspected before dispatch.
Parcels are cushioned to prevent punctures, tears, or moisture exposure during transit.

3. Damaged, Defective or Incorrect Items

Although damage is rare, we stand by our customers:

Photograph the parcel (outer box and inner pouch) immediately on receipt.
Contact us within 24 hours of delivery at hello @ mesquitecoffeealternative.co.za with your order number, photos, and a short description.
We will review and, if the claim is valid, offer:
- A replacement shipment at our cost, or
- A full refund to your original payment method.

4. Eligibility Review

Each claim is assessed case-by-case in line with Sections 55 & 56 of the CPA. We may request that the product be returned (at our expense) for inspection, or we may simply process a refund/replacement without return if evidence is clear.

5. Refund Processing

Approved refunds are processed within 5–7 working days and will reflect via the original payment gateway (e.g., PayFast, Yoco, EFT).

6. Contact & Support

Email: hello@mesquitecoffeealternative.co.za

Our support team is available Monday–Friday, 08:00–17:00 (SAST) to help resolve any concerns.