Returns & refunds

Last updated: 3 November 2026. This policy applies to orders placed on the Lineage Coffee online shop. It forms part of our Terms & Conditions and does not limit any of your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

• Something wrong with your order (damaged, faulty or the wrong item)? Tell us within 7 days of delivery, with a photo, and we’ll replace it or refund you. We cover the courier costs.
• Freshly roasted coffee is a perishable food product, so we can’t take back opened or used coffee, pods or drip bags just because you’ve changed your mind.
• Unopened, sealed items can be returned within 7 days of delivery for a refund. You cover the return courier cost.
• Need to cancel? You can cancel for a full refund any time before your order is dispatched.
• Refunds go back to your original payment method through Paystack.

We roast to order and ship within 1–2 working days, so your coffee reaches you at its freshest. Once a bag, pod box or drip bag box has been opened, we can’t check how it’s been stored or resell it safely. For food-safety and quality reasons, opened or used coffee, pods and drip bags can’t be returned for a change of mind or because a coffee isn’t to your taste. (Under section 42(2) of the ECTA, the 7-day cooling-off right doesn’t apply to foodstuffs and goods likely to deteriorate quickly, but we offer the unopened-return option in section 3 anyway.)

Not sure which coffee or grind to choose? Ask us before you order, or pop into one of our cafés in Hillcrest, Westville or Kloof. We’d love to help you find the right one.

If your order arrives damaged, a product is faulty (for example a split or unsealed bag, or coffee that is stale or spoiled on arrival), or we’ve sent the wrong item or missed something:

• Email us at orders@lineagecoffee.com or call our Hillcrest café within 7 days of delivery so we can sort it out quickly.
• Include your order number, a short description and photos of the item and the packaging (and the courier box if it was damaged in transit).
• Please keep the item and packaging until we’ve resolved it. We may ask you to send it back, in which case we’ll arrange and pay for the collection.

Once confirmed, you can choose a replacement or a full refund (including the delivery fee where the whole order was affected). Nothing in this section limits your rights under sections 55 and 56 of the CPA, which let you return defective goods within six months of delivery for a repair, replacement or refund.

If you change your mind, you may return items within 7 days of delivery provided they are unopened, sealed and unused, in their original packaging and in a resaleable condition.

Unused brewing gear in its original packaging can also be returned within 7 days of delivery, without giving a reason, as our Terms & Conditions set out.

• Contact us first at orders@lineagecoffee.com with your order number. We’ll send you return instructions. Parcels sent without contacting us may not be accepted.
• You pay the return courier cost (or you can drop the item off at one of our cafés at no cost). Items are at your risk until they reach us, so please pack them carefully.
• We refund the price of the returned item(s) once we’ve received and checked them. The original delivery fee is only refunded if you return the whole order.

Please double-check your grind (beans or ground, and grind size) before you check out, as ground coffee can’t be re-ground or resold.

• If we ground it incorrectly or sent beans instead of ground (or the other way round), that’s our mistake: we’ll send a replacement at no cost. See section 2.
• If the wrong grind was selected at checkout and the bag is still unopened, contact us within 7 days of delivery and we’ll swap it for the right grind. You cover the courier costs for the swap, or you can swap it free of charge at one of our cafés.
• We can’t exchange opened bags for a different grind.

• Before dispatch: email or call us as soon as possible and we’ll cancel your order and refund you in full. Because we roast and dispatch within 1–2 working days, please get in touch quickly.
• After dispatch: the order can no longer be cancelled, but unopened items can be returned under section 3.
• If an item is out of stock after you’ve ordered, we’ll let you know straight away and offer an alternative or a full refund for that item.

We ship with The Courier Guy, either to your door or to a Pudo locker, and you can also collect for free from one of our cafés.

• Please check your delivery address, phone number and Pudo locker carefully at checkout. If an address is wrong or incomplete, let us know before dispatch and we’ll update it.
• If a parcel can’t be delivered because of an incorrect address, nobody being available, or a Pudo parcel not being collected in time, and it’s returned to us, we’ll contact you. We can re-send it (you pay the new delivery fee) or refund the products less the original delivery fee and the return courier charge.
• Café collection orders not collected within 48 hours are cancelled, and we refund you in full with no handling fee.
• If tracking shows your parcel as delivered but you haven’t received it, contact us within 48 hours and we’ll take it up with The Courier Guy.

• Approved refunds are made through Paystack to the card or account you paid with. We don’t give refunds in cash.
• We aim to process refunds within 5 business days of approving them, and always within 30 days. Depending on your bank, it can take a further 5–10 business days for the money to show.
• You can choose store credit instead of a refund if you prefer.

We’d always rather hear from you than have you unhappy with your coffee. Contact us with your order number:

• Email: orders@lineagecoffee.com
• Phone: Hillcrest café 031 035 0872 · Westville café 031 945 9602
• In person: Hillcrest (Shop 11 Hillcrest Centre, 42 Old Main Rd, Hillcrest, Durban, 3650) · Westville (14 Church Rd, Dawncliffe, Westville, 3629) · Kloof (inside Seeff, 49 Old Main Road, Kloof, Durban, 3610)

If we can’t resolve a complaint together, you may contact the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za or 0860 000 272, or the National Consumer Commission at www.thencc.org.za.

LINEAGE COFFEE (PTY) LTD · Registration number 2013/069783/07 · Address for notices: Shop 11 Hillcrest Centre, 42 Old Main Rd, Hillcrest, 3650