Policy

Refunds &
Returns.

We keep it simple and fair. If something goes wrong with your order, we want to make it right. Quickly and without the runaround.

01

Our general policy

SMPL ships perishable, consumable goods. Because of this, we do not accept returns on opened or used products where the issue is taste preference. All sales are final in that regard.

That said, we take quality seriously. If something arrives damaged, incorrect, or not as described, we will sort it out. No questions asked.

We ask that you contact us within 7 days of receiving your order so we can help you quickly, though your statutory rights under the CPA are not affected by this window."

02

When we'll issue a refund

We will issue a full refund or replacement in the following situations:

  • A product in your box was defective or compromised (e.g. broken seal, visibly damaged packaging)
  • You received the incorrect box or subscription tier

In these cases, please contact us at info@smplcoffee.co.za with your order number and a photo of the issue. We'll respond within 1 business day.

03

What we can't refund

The following are not eligible for a refund:

  • Opened coffee products where the issue is taste preference. Specialty coffee is subjective and we encourage you to use the sample format to discover what you love
  • Orders where an incorrect delivery address was provided at checkout
  • Delays caused by the courier that fall outside our control
  • Gift cards

If you're unsure whether a coffee is for you, that's exactly what SMPL is for. Try before you commit. We can't refund taste preference, but we can help you find something you'll love.

04

Subscriptions

You can cancel your subscription at any time before the next billing cycle. Cancellations made after a billing date has processed will apply from the following month. We are unable to refund a subscription cycle that has already been charged and dispatched.

To cancel or pause your subscription, email us at info@smplcoffee.co.za.

05

Delivery & courier issues

SMPL ships to addresses across South Africa. Once your order has been collected by the courier, tracking information will be sent to your email.

If your order has not arrived within the estimated delivery window, please check your tracking link first. If the parcel appears stuck or undelivered, contact us and we will follow up with the courier on your behalf.

We are not liable for delays caused by incorrect addresses, failed delivery attempts, or circumstances outside our control (load shedding, public holidays, weather). Please ensure your delivery address and contact details are correct at checkout.

06

How refunds are processed

Approved refunds are returned to your original payment method. Processing times vary by bank but typically take 3 to 5 business days to reflect.

If you have not received your refund after 5 business days, please check with your bank first. If you still have not received it, contact us at info@smplcoffee.co.za and we will investigate.

Something went wrong?
Let us know.

We're a small team and we care about every order. If you have an issue, reach out directly and we'll sort it out as fast as we can.

Contact us →