Returns policy

Our Returns Promise

We want you to be satisfied with every purchase. Most items purchased from Kiboko Coffee Co can be returned for a refund within 14 days of delivery if you change your mind. Some items are non-returnable due to hygiene and safety regulations. Read the sections below to understand what can and cannot be returned.

Returnable Items

The following items may be returned for a full refund (minus a 10% handling fee):

• Coffee equipment and machinery

• Mugs, cups, and glassware

• Accessories and non-perishable items

• Unopened Melt'd by Kiboko beverage powders

All returnable items must be in original, unopened condition with all packaging and documentation intact.

Non-Returnable Items

For hygiene and food safety reasons, the following items cannot be returned:

• Coffee beans (whole bean or ground)

• Instant coffee

• Coffee filters

• Coffee capsules and pods (whether unopened or used)

• Opened or partially used Melt'd by Kiboko beverages

• Any items that have been used or consumed

Return Window

You have 14 calendar days from the date of delivery to initiate a return. After 14 days, items cannot be accepted for return. The 14-day countdown starts from the date the courier delivers your parcel, not from the date you place the order.

Condition Requirements

To qualify for a return:

• Items must be unopened and in original, undamaged packaging

• All original tags, stickers, and documentation must be intact

• Items must show no signs of use or damage

• For equipment: must not have been installed, used, or configured

If an item does not meet these conditions, it will be refused or the refund will be reduced to reflect the item's condition.

How to Initiate a Return

To return an item, follow these steps:

• Contact us via email or WhatsApp with your order number and reason for return

• Wait for return authorization (this typically takes 1 business day)

• Pack the item securely in original or equivalent packaging

• Ship to the address provided in your return authorization

• Keep your tracking number for proof of shipment

Return Shipping

Return shipping costs are the customer's responsibility unless:

• The return is due to our error (wrong item shipped, defective product, etc.)

• The item arrived damaged and damage was noted on the delivery note

In these cases, we will provide a prepaid shipping label or reimburse reasonable return shipping costs upon return of the item.

Return Address

Returns must be sent to:

Kiboko Coffee Co.

Johannesburg, South Africa

(Your return authorization email will include the full address and any specific handling instructions.)

Refund Processing

Once we receive your return:

• We inspect the item (1–2 business days)

• If approved, we process your refund (3–5 business days)

• Refunds are credited to your original payment method

• Bank processing may take an additional 2–5 business days

A 10% handling fee is deducted from voluntary returns. No handling fee applies to returns due to our error or damage.

Damaged Items

If your parcel arrived damaged:

• Note "GOODS NOT CHECKED" on the delivery note when signing

• Take clear photos of the damage

• Contact us within 24 hours with order number and photos

• We will arrange for the damaged item to be collected at no cost to you

• A replacement or full refund will be issued

Defective Products

If a product is defective (does not work as advertised, is broken despite arriving in good condition, etc.):

• Contact us within 7 days of delivery

• Provide photos or video demonstrating the defect

• We will evaluate the claim and arrange a replacement or refund

Exchange (No Direct Exchanges)

We do not offer direct exchanges. If you want a different item, you may return the original item for a refund and place a new order. A 10% handling fee will apply to the original return.

Special Cases

CaaS Equipment

Equipment supplied under a Coffee as a Service agreement is not returnable for refund. Equipment damage, loss, or replacement is subject to the specific CaaS agreement terms. Contact Coffee Collaborative directly for equipment-related issues.

Distributor and B2B Orders

Return terms for distributor and wholesale accounts are outlined in the distributor agreement. Contact your account manager for return procedures.

Exceptions We Cannot Accept

We cannot accept returns for:

• Change of mind after 14 days

• Items that have been used, opened, or consumed

• Damage caused by customer misuse or neglect

• Items in condition significantly worse than when received

• Orders placed with an incorrect address (change of mind after purchase)

Contact Us

For returns, exchanges, or questions about this policy:

Email: hello@kibokocoffeeco.com