Refund policy

BREWS RETURNS & REFUND POLICY

1. Final Sale Policy for Perishable Goods Due to the extremely perishable and food-grade nature of our authentic Belgian Waffles, all sales are final. We do not accept returns or offer refunds for:

  • Change of mind;

  • Subjective taste preferences (e.g., "It wasn't sweet enough"); or

  • Incorrect ordering (e.g., you ordered the wrong flavor).

This strict policy is necessary to maintain the highest food safety and hygiene standards for all our customers. Once a food product leaves our chain of custody, it cannot be resold.

2. Your Rights for Defective or Incorrect Product (CPA Compliant) Notwithstanding our final sale policy, your satisfaction remains our top priority. All our products are covered by the implied warranty of quality as per the South African Consumer Protection Act (CPA). If your order arrives:

  • Unsafe or Defective (e.g., severe contamination, foreign object); or

  • Incorrect (e.g., we delivered Choc-Chip instead of Original).

We will fully comply with your right to redress, subject to the mandatory investigation procedure below.

3. Procedure for Investigation (Must Follow) To protect the integrity of our products and services, all claims are subject to a strict validation process:

  • Mandatory Notification: You must notify us via email at support@shopatbrews.com within twenty-four (24) hours of your delivery time. Claims made after 24 hours will not be considered due to the fresh nature of the product.

  • Required Evidence: You must attach your Order Number and provide clear, high-resolution photographic evidence of the alleged defect.

  • Validation: All claims will be subject to a full internal investigation by Brews. We reserve the right to request the physical return of the affected product for independent inspection before any refund or replacement is processed.

4. Resolution Upon successful and verified validation of the claim, Brews will, at the consumer's election:

  • Offer a full replacement of the affected product, delivered at our expense on the next available route; OR

  • Issue a full refund of the purchase price for the affected product. (Note for Subscribers: Refunds apply strictly to the specific defective delivery batch, not the entirety of a prepaid subscription cycle).

Refunds, if elected, will be processed back to the original method of payment within 7-10 business days following the completion of our investigation.

5. Exclusions (Unattended Deliveries & Safe Drops) Please note that this Refund Policy does not cover spoilage, damage, or quality loss resulting from the recipient's failure to accept delivery.

  • It is the customer's responsibility to be available during the delivery window.

  • The Safe Drop Protocol: As outlined in our Shipping Policy, if our rider cannot reach you within 5 minutes, they will execute a "Safe Drop" at your gate or reception. Brews is not liable for any resulting loss of freshness, temperature control, or theft once a Safe Drop is executed. No refunds will be granted in these instances.

6. Contact Information For any refund-related queries, please contact us at: Email: support@shopatbrews.com Phone: +27 72 574 9629