Returns and refunds

Before it is roasted: cancel for free

Nothing has been made yet, so there is nothing to return. Email orders@entle.coffee with your order number before the roast date and we will cancel it and refund you in full, no reason needed.

The same goes for a subscription cycle: skip or cancel it from your account before its roast date and nothing is roasted, sent or owed.

Your cooling-off right

Section 44 of the Electronic Communications and Transactions Act gives you seven days from receiving goods bought online to cancel without reason or penalty, with the refund due within 30 days. We honour that for unopened bags in their original sealed packaging.

It does not extend to a bag that has been opened, and the Act does not require it to: coffee is a perishable foodstuff, and we grind each order to the setting you chose, which makes it goods made to your specification. Once a bag is open we cannot resell it and it does not come back.

To exercise it, email us within seven days of delivery and send the sealed bags back to the address we give you. You pay the return postage, and we refund the price of the coffee — not the original delivery charge — within 30 days of getting it back in resaleable condition. If anything is wrong with the coffee, the next section applies instead and you pay nothing.

If the coffee is faulty, stale or damaged

The Consumer Protection Act entitles you to goods of good quality and free of defects, and gives you six months to return goods that are not. If a bag arrives split, if the coffee is stale, if the valve has failed, or if you have simply been sent the wrong thing, that is on us.

Email orders@entle.coffee with your order number, a line on what is wrong and a photograph if there is something to see. We will replace it or refund you — your choice — and we arrange and pay for the collection. You will never be asked to pay return postage on a coffee that was not right.

Please tell us within seven days of delivery for anything about freshness, so we can trace the roast.

If you just did not enjoy it

Tell us anyway. A coffee you did not get on with is not a fault and is not something we owe you a refund for, but it is useful for us to know and we would rather point you at one of the other two than lose you. If we recommended it to you and got it wrong, we will usually make it right.

How refunds are paid

Refunds go back through PayFast to the card or account you paid from — we cannot send one anywhere else. Once we process it, the money normally takes three to five working days to appear, depending on your bank. We will email you when it goes out.

Where only part of an order comes back, we refund that part. Delivery is refunded in full when the fault was ours or the order never arrived.

Subscriptions

There is no contract and no cancellation fee — cancel from your account whenever you like. A cycle that has already been paid for and roasted is treated like any other order on this page. The terms explain how cycles are generated and paid for.