Effective date: 14 July 2026
Last updated: 14 July 2026

1. Introduction

This Returns and Refund Policy explains how cancellations, returns, exchanges and refunds are handled for purchases made through naughtybean.coffee.

The online store is operated by:

Naughty Bean Consulting (Pty) Ltd
Trading as: Naughty Bean Coffee
Website: naughtybean.coffee
Email: hello@naughtybean.coffee
Physical address: Shop 14, The Kruin Centre, 528 Banket Drive, Helderkruin, South Africa

This policy must be read together with our Terms and Conditions, Privacy Policy and Shipping and Delivery Policy.

Nothing in this policy limits any right or remedy available to a consumer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or another applicable South African law.

2. Payment providers

Online payments may be processed through payment providers including:

• PayFast by Network; and

• Stitch Express.

Naughty Bean Consulting (Pty) Ltd remains responsible for deciding whether a return or refund is approved. PayFast and Stitch Express process the payment reversal after an approved refund has been submitted.

Payment providers and banks may conduct fraud, security and compliance checks before completing a refund.

3. Cancelling an order before dispatch

You may request cancellation of an order by contacting us at hello@naughtybean.coffee as soon as possible.

Please include:

• Your full name;

• Your order number;

• The email address used for the order; and

• The reason for cancellation.

An order can generally be cancelled for a full refund if it has not yet been:

• Processed;

• Packed;

• Personalised;

• Prepared specifically for you; or

• Handed to the courier.

We cannot guarantee that a cancellation request received after processing has started will be completed before dispatch.

If the order has already been dispatched, the cancellation will be handled as a return under this policy.

4. Products that may be returned for a change of mind

Subject to the exclusions below, an eligible non-consumable product may be returned where:

• You notify us within seven days after receiving it;

• The product has not been used;

• The product is in its original condition;

• The original packaging, accessories and documentation are included;

• Any seals remain intact;

• The product can safely and reasonably be resold; and

• You provide valid proof of purchase.

Eligible non-consumable products may include unopened and unused:

• Coffee-making accessories;

• Cups and mugs;

• Brewing equipment;

• Merchandise; and

• Other durable goods sold through the website.

Where the statutory online cooling-off right applies, a consumer may cancel an eligible electronic transaction within seven days after receiving the goods. The consumer may be responsible only for the direct cost of returning the goods, and the applicable refund must be completed within the period prescribed by the Electronic Communications and Transactions Act. (Government of South Africa)

5. Products excluded from change-of-mind returns

Unless required by law, we do not accept change-of-mind returns for:

• Opened coffee beans;

• Opened ground coffee;

• Prepared food or beverages;

• Perishable products;

• Products likely to deteriorate or expire rapidly;

• Products with a broken hygiene or safety seal;

• Products made or altered to your specifications;

• Personalised or engraved products;

• Gift cards or vouchers;

• Products that have been used, washed or damaged after delivery;

• Products that are not in a resalable condition; or

• Products specifically identified as non-returnable before purchase.

Food and beverage products may be excluded from the statutory online cooling-off right in circumstances specified by the Electronic Communications and Transactions Act.

These exclusions do not apply where a product is defective, unsafe, contaminated, expired when supplied, incorrectly delivered or materially different from its description.

6. Coffee taste and personal preference

Taste, aroma, acidity, sweetness, body, roast level and brewing results are subjective.

A product is not necessarily defective merely because:

• You do not enjoy its flavour;

• The roast is lighter or darker than you expected;

• The coffee does not suit your preferred brewing method;

• You selected the incorrect grind size;

• You selected the incorrect product or roast; or

• Your equipment or preparation method produces an unsatisfactory result.

We encourage customers to review the product description and contact us before purchasing if they need assistance selecting a coffee or grind size.

This section does not limit your rights where the coffee is contaminated, unsafe, stale beyond its stated date, incorrectly labelled or otherwise defective.

7. Incorrect products

Please contact us promptly if you receive a product different from the product ordered.

Your request should include:

• Your order number;

• The name of the product ordered;

• The name of the product received;

• Clear photographs of the product; and

• Clear photographs of the packaging and delivery label.

Once the error has been confirmed, we will offer an appropriate remedy, which may include:

• Sending the correct product;

• Collecting the incorrect product;

• Refunding the affected product; or

• Refunding the complete order where appropriate.

We will pay reasonable collection and replacement-delivery costs where the error was ours.

8. Damaged products

Please inspect your order as soon as reasonably possible after delivery.

If a product was damaged during delivery, contact us at hello@naughtybean.coffee, preferably within 48 hours, so that we can promptly investigate the matter with the courier.

Please provide:

• Your order number;

• The courier tracking or waybill number;

• Photographs of the outer packaging;

• Photographs of the internal packaging;

• Photographs of the damaged product; and

• A description of the damage.

Please retain the product and all packaging until we confirm whether they must be returned or may be discarded.

The 48-hour reporting request helps us pursue a courier claim. It does not remove or shorten any statutory consumer right.

9. Missing products

If an item is missing from your delivery, please contact us promptly and provide:

• Your order number;

• Details of the missing item;

• Photographs of the parcel as received;

• Photographs of the packaging and delivery label; and

• Details of any visible tampering or damage.

Once confirmed, we will provide an appropriate remedy, which may include:

• Sending the missing item;

• Refunding the missing item; or

• Refunding the affected portion of the order.

10. Defective or unsafe products

Products supplied by us are subject to the implied warranty of quality under the Consumer Protection Act.

If goods fail to meet the legally required standards within six months after delivery, the consumer may return them without penalty and at the supplier’s risk and expense. Subject to the Act, the consumer may direct the supplier to repair or replace the goods or refund the purchase price. (DTIC)

A product may be defective where it:

• Is unsafe;

• Is contaminated;

• Is materially damaged;

• Is not reasonably suitable for its ordinary purpose;

• Does not materially correspond with its description;

• Is not of the quality reasonably expected;

• Is expired when supplied; or

• Contains a material manufacturing fault.

A product will not ordinarily qualify as defective where the problem was caused by:

• Incorrect use;

• Improper preparation;

• Failure to follow instructions;

• Improper storage after delivery;

• Accidental damage;

• Unauthorised alteration;

• Normal wear and tear;

• Reasonable deterioration of a consumable product; or

• Conduct by the customer or another person after delivery.

11. Products purchased for a particular purpose

Where you specifically informed us of a particular purpose for which you required a product and reasonably relied on our advice, you may have additional return rights if the product is unsuitable for that disclosed purpose.

Please notify us as soon as reasonably possible and provide details of:

• The purpose communicated to us;

• The recommendation made;

• The product purchased; and

• Why the product is unsuitable.

The Consumer Protection Act provides return rights in certain circumstances where goods supplied for a specifically communicated purpose are found unsuitable within ten business days after delivery. (DTIC)

12. Sale and promotional products

Sale, discounted and promotional products remain protected by applicable consumer law.

A refund for a discounted product will be based on the amount actually paid for that product, not its normal retail price.

A product is not defective merely because it was sold at a reduced price where:

• The reason for the reduction was disclosed;

• Any known defect was clearly disclosed; and

• You expressly agreed to accept the product in that condition.

Clearance or sale products may not be returned merely because the price was later reduced further.

13. Bundles and promotional gifts

Where a returned product formed part of a bundle, promotional offer or qualifying purchase, we may require the complete bundle or promotional gift to be returned.

Where you retain part of a bundle or promotional offer, the refund may be adjusted to reflect:

• The normal price of the retained products;

• The value of a promotional gift retained by you; or

• The conditions of the original promotion.

No adjustment will be made where doing so would unlawfully reduce a statutory refund.

14. How to request a return or refund

To request a return, exchange or refund, email hello@naughtybean.coffee.

Please include:

• Your full name;

• Your order number;

• Your contact details;

• The product concerned;

• The reason for the request;

• Whether you are requesting a repair, replacement, exchange or refund;

• Photographs or videos where relevant; and

• Any other information reasonably required to assess the request.

Do not return a product before receiving return instructions from us.

Unauthorised returns may be delayed or returned to the sender.

15. Return authorisation

If the return is provisionally approved, we will provide:

• Return instructions;

• The return address;

• Any applicable return reference;

• Courier arrangements, where applicable; and

• Information about who is responsible for the return cost.

Provisional approval does not guarantee a refund. The returned product may need to be inspected before the final outcome is confirmed.

16. Return address

Unless we provide different instructions, authorised returns must be sent to:

Naughty Bean Coffee
Shop 14, The Kruin Centre
528 Banket Drive
Helderkruin
South Africa

The return reference or order number must be clearly included with the parcel.

Products returned by courier should be securely packaged to prevent damage during transit.

17. Responsibility for return costs

We will pay reasonable return or collection costs where:

• The product is defective;

• The product is unsafe;

• The product was damaged before or during delivery;

• The incorrect product was supplied;

• The product was materially different from its description;

• Products or components were missing; or

• Applicable law requires us to bear the cost.

The customer will generally be responsible for return costs where:

• The return is due to a change of mind;

• The incorrect product, size, grind or variation was selected by the customer;

• The customer provided incorrect order information;

• The customer no longer wants the product; or

• The statutory cooling-off right applies and the law permits the direct return cost to be charged to the customer.

18. Condition of returned products

Products must be returned with all items originally supplied, including:

• Original packaging;

• Accessories;

• Manuals;

• Promotional products;

• Free gifts; and

• Components.

For an eligible change-of-mind return, the product must be unused and in a condition suitable for resale.

Where permitted by law, a reasonable deduction may be made for:

• Use beyond what was reasonably necessary to inspect the product;

• Missing components;

• Damaged packaging;

• Damage occurring while the product was under the customer’s control;

• Consumption or depletion; or

• Reasonable restoration costs.

No deduction will be made where it is prohibited by law or where the damage resulted from a defect for which we are responsible.

19. Inspection of returned products

Once a returned product is received, we may inspect it to confirm:

• The product purchased;

• Its condition;

• Whether it has been used;

• Whether all components are present;

• Whether the reported defect exists;

• Whether the issue resulted from misuse or damage after delivery; and

• Whether the return meets this policy and applicable law.

We aim to complete an inspection within five business days after receiving the returned product.

Some technical products may require assessment by a supplier, manufacturer or qualified technician.

20. Approval or rejection of a refund

We will notify you after the return has been assessed.

Where a refund is approved, we will confirm:

• The amount approved;

• The payment method through which it will be processed;

• Any lawful deduction;

• Whether delivery costs are included; and

• The date on which the refund was submitted.

Where a return is rejected, we will explain the reason and advise whether:

• The product may be collected;

• It can be sent back to you;

• A repair is available;

• An exchange is available; or

• Additional information is required.

Any cost of returning a rejected product to you will be communicated before dispatch.

21. Refund amount

A refund will not exceed the amount originally paid for the affected product or transaction.

Depending on the circumstances, an approved refund may include:

• The full product price;

• A partial product price;

• The original delivery fee;

• Reasonable return costs; or

• Another amount required by law.

PayFast permits full and partial refunds but requires the total refunded amount to remain within the original transaction value. For card payments, PayFast’s terms require the refund to be processed to the card used for the original transaction. (Payfast by Network)

Stitch Express also supports full and partial refunds. (support.stitch.money)

22. Original delivery fees

The original delivery fee will generally be refunded where:

• The complete order was cancelled before dispatch;

• The complete order was not delivered;

• The complete order was defective;

• The complete order was materially damaged;

• The wrong complete order was supplied; or

• Applicable law requires the delivery fee to be refunded.

Where only one product from a larger order is returned, the original delivery fee will not normally be refunded unless:

• The return results from our error;

• The returned item made the remainder of the order unsuitable for its disclosed purpose; or

• Applicable law requires a refund.

23. Refund payment method

Refunds will normally be processed through the payment method used for the original purchase.

Depending on the original transaction, this may mean a refund to:

• The original credit or debit card;

• The bank account associated with an instant electronic payment;

• The original digital wallet;

• The original buy-now-pay-later facility; or

• Another payment route supported by the original provider.

We will not ordinarily provide a cash refund for a purchase made by card or online payment.

This protects customers and helps prevent fraud, money laundering and unauthorised redirection of refunds.

If the original refund route is unavailable because, for example, the card or account has been closed, we will contact you and arrange a secure and lawful alternative. We may require proof of identity and verified bank-account details.

24. PayFast refund processing times

Once we have approved and submitted a refund through PayFast, PayFast currently indicates that:

• Instant EFT refunds generally take approximately two to three business days;

• Refunds processed by EFT to a supplied bank account generally take approximately two to three business days; and

• Credit and cheque-card refunds may take approximately seven to ten business days.

These periods are payment-processing estimates and may be affected by the customer’s bank, payment method and risk checks. (Payfast by Network)

PayFast may require sufficient funds to be available in the merchant’s PayFast balance before processing the refund. Any PayFast merchant refund fee is for our account and will not be deducted from a refund that must legally be paid to you. (Payfast by Network)

25. Stitch Express refund processing times

Once an approved refund has been submitted through Stitch Express:

• The refund may initially appear as pending;

• Stitch Express will update the transaction when processing is complete; and

• The refund may take approximately three to twelve working days to reach the customer.

The final timeframe may depend on the payment method, card scheme and customer’s bank. (support.stitch.money)

Stitch Express requires sufficient funds in the merchant’s available balance to cover the refund. This requirement does not remove our obligation to provide an approved refund within the period required by applicable law. (support.stitch.money)

26. Bank processing delays

A refund is considered submitted when we have successfully instructed the applicable payment provider to process it.

After submission, the time taken for the refund to appear in your account is controlled by:

• The payment provider;

• The card network;

• Your bank;

• Your original payment method; and

• Any security or fraud checks.

Weekends and South African public holidays may extend processing times.

Please contact us if the refund has not appeared after the maximum estimated processing period. We will provide available proof of refund and assist with tracing the transaction.

27. Proof of refund

Where available, we will provide confirmation that the refund has been submitted.

This may include:

• A refund confirmation email;

• A payment-provider notification;

• A refund receipt;

• The refunded amount;

• The original transaction reference; and

• The refund date.

PayFast’s merchant terms require a refund receipt to be issued to the cardholder as evidence of the refund. (Payfast by Network)

28. Partial refunds

A partial refund may be issued where:

• Only part of an order is returned;

• Only one product is defective;

• Products are missing from an order;

• A reasonable price reduction is agreed;

• Part of a service was not supplied;

• A bundle is partially retained; or

• Another partial remedy is appropriate.

The total of all partial refunds cannot exceed the amount paid for the original transaction.

PayFast permits multiple partial refunds up to the original transaction amount. (Payfast by Network)

29. Refunds for unavailable products

If a product becomes unavailable after payment, we will notify you as soon as reasonably possible.

You may choose, where available, between:

• A suitable replacement;

• A substitute product that you expressly accept;

• Store credit that you voluntarily accept; or

• A refund.

We will not force you to accept store credit instead of a refund where you are legally entitled to repayment.

Where a supplier cannot perform because the ordered goods are unavailable, the Electronic Communications and Transactions Act requires notification and repayment within the applicable statutory period. (Government of South Africa)

30. Store credit

Store credit may be offered where:

• You voluntarily select it;

• It formed part of the original promotional terms;

• A discretionary return is accepted outside the normal return period; or

• The original payment route cannot be used and store credit is agreed with you.

Store credit will not replace a cash or payment-method refund where the law entitles you to repayment and you do not consent to store credit.

Any expiry date or usage restriction will be disclosed when the credit is issued.

31. Gift cards and vouchers

Gift cards and vouchers are generally not redeemable for cash and cannot be refunded after use.

Where an order paid using a gift card is refunded, the refunded amount may be returned to:

• The original gift card;

• A replacement gift card; or

• Store credit.

Where an order was paid partly by gift card and partly through another payment method, the refund may be divided between the original payment methods.

This section remains subject to any mandatory rights under applicable law.

32. Exchanges

An exchange is subject to product availability.

Where an exchange is approved:

• The returned product may first need to be received and inspected;

• Any price difference must be paid before dispatch;

• A lower-priced replacement may result in a partial refund;

• Additional delivery costs may apply to a change-of-mind exchange; and

• We will pay reasonable exchange-delivery costs where the original product was defective or incorrectly supplied.

If the requested replacement is unavailable, we will offer an appropriate alternative or refund.

33. Unclaimed or uncollected returns

Where a product is made available for collection after a rejected return, repair or exchange, you must collect it within a reasonable period after notification.

We may charge reasonable storage or redelivery costs where permitted by law.

We will make reasonable attempts to contact you before taking further action regarding an unclaimed product.

34. Chargebacks and payment disputes

Please contact us first if you do not recognise a payment or believe you are entitled to a refund.

We will investigate the matter and attempt to resolve it promptly.

Submitting a chargeback does not automatically cancel the purchase agreement or remove obligations relating to the return of products.

We may provide the payment provider or bank with relevant evidence, including:

• Order confirmations;

• Payment records;

• Delivery records;

• Customer communications;

• Tracking information;

• Proof of delivery; and

• Refund records.

Nothing in this section prevents you from exercising a lawful chargeback or dispute right.

35. Fraud prevention

We may delay a refund for a reasonable period where necessary to:

• Verify the identity of the requester;

• Confirm authority to request the refund;

• Investigate suspected fraud;

• Verify bank-account details;

• Confirm that the original transaction was valid; or

• Comply with legal or payment-provider requirements.

A refund will not be redirected to an unrelated third party without appropriate verification and a lawful reason.

We will not use verification procedures to unreasonably delay a valid refund.

36. Refunds made in error

You must notify us if:

• You receive the same refund more than once;

• You receive more than the approved amount;

• You receive a refund for an order that was not cancelled or returned; or

• Funds are credited to you in error.

We may take reasonable lawful steps to recover an incorrect or duplicate payment.

37. Complaints

Please direct complaints concerning a return or refund to:

Email: hello@naughtybean.coffee

Include:

• Your full name;

• Your order number;

• A description of the complaint;

• The outcome you are seeking; and

• Relevant supporting documents.

We will attempt to resolve the complaint fairly and within a reasonable period.

If the complaint cannot be resolved directly, you may be entitled to approach the Consumer Goods and Services Ombud, the National Consumer Commission or another appropriate South African consumer-protection body.

38. Changes to this policy

We may update this policy to reflect changes to:

• Applicable South African law;

• PayFast’s payment-processing rules;

• Stitch Express payment-processing rules;

• Our products;

• Our returns procedures; or

• Our payment methods.

The latest version will be published on naughtybean.coffee with an updated revision date.

A change will not retrospectively remove a right relating to an order already placed.

39. Contact details

Naughty Bean Consulting (Pty) Ltd
Trading as Naughty Bean Coffee

Website: naughtybean.coffee
Email: hello@naughtybean.coffee
Physical address: Shop 14, The Kruin Centre, 528 Banket Drive, Helderkruin, South Africa