Wiesenhof Coffee Roastery DELIVERY, CLAIMS and RETURNS Policy


Distribution

Distribution turnaround times depends on your location as well as the time of submitting your order with Wiesenhof.

All clients will receive an email upon completion of processing the order by Wiesenhof Coffee Roastery containing your tracking number and a link to our distribution partner’s website, in order to track the delivery status of your order.

All orders needs to be submitted prior to 14:30 on a daily basis (week days) to qualify for same day dispatch (exception Western Cape that is only dispatched on a Mon, Wed or Fri). Any orders received after 14:30, will only be processed the following day. (week days). Orders received on a Saturday or a Sunday will only be processed on a Monday.

All orders more than R750.00 incl. VAT will be shipped free of distribution costs. A R105.00 incl. VAT distribution charge will be levied on all orders below R750.00 incl. VAT

Should you require any additional information in regards to your delivery options, please contact admin@wiesenhofcoffees.co.za

All timeframes provided in regards to delivery days are guidelines and Wiesenhof Coffee Roastery cannot offer any guarantees that these timelines will be adhered too. Unforeseen circumstances, e.g. road closures, industrial action, weather, mechanical failures etc. may result in delays.

Please see Distribution Schedule at the end of this document to verify your location and distribution turnaround timeframes.

Claims

Should a product that you have ordered be:

Invoiced and not delivered, stock variances in regards to your delivery be noted, incorrect stock received, damages noted, defective items received etc. (If for any reason you are unsatisfied with your delivery), you are to:

  1. Immediately contact Wiesenhof Coffee Roastery customer services agent to report and discuss your concern. The customer services agent will endeavour to resolve the matter telephonically i.e. advise the location of the item in question, investigate the claim with the dispatch centre, compare number of boxes received to dispatched totals, investigate the claim with the distribution partner etc.
  2. All claims are to be finalised prior to signing acknowledgment of receipt via the POD (invoice and waybill).
  3. No claims that are lodged after accepting receipt of the goods will be entertained.
  4. Under no circumstances will a comment / note on the invoice or waybill claiming damages, short deliveries, incorrect stock receipts, price variations etc. be entertained if point 1 was not adhered too.
  5. Under no circumstances will any credit notes be passed or processed for claims not authorised as per point 1.
  6. No claims will be entertained once acknowledgment of receipt has been signed.
  7. Failure to comply with the entire claims policy will result in the claim being dismissed without entering into any further discussion.
  8. Failure to comply with the entire claims procedure will result in you being invoiced for the return distribution costs without entering into any further discussions.

Out Of Stock / Back Orders

Should a product that you have ordered be out of stock, the item will be placed on back order and dispatched as soon as stock becomes available. Wiesenhof Coffee Roastery will endeavour to source or produce the out of stock items as soon as possible.

Returns

Should you not be satisfied with any item received, you may return the item to Wiesenhof Coffee Roastery via the distribution agent if:

  1. Point 1 of the Claims section has been adhered too.
  2. You have been authorised by the customer services agent to return the item.
  3. Distribution charges will be levied for any unauthorised returns.

Should you wish to return an item incorrectly ordered:

  1. Point 1 of the Claims section has been adhered too.
  2. You have been authorised by the customer’s services agent to return the item.
  3. Distribution charges will be levied for the returns.

All goods must be returned in their original packaging & UOM.

General

Wiesenhof Coffee Roastery accepts no responsibility or accountability for product that:

  • Expired whiles in storage or circulation within your organisation
  • Damaged whiles in storage or circulation within your organisation
  • Claims raised without adherence to this policy

Wiesenhof Coffee Roastery will not enter into any discussion or entertain any claims if the policy has not been adhered too.

Distribution Schedule

Please note that the distribution turnaround days indicates the number of working days (Mon to Fri) required to deliver your order after the day of receipt of the order by Wiesenhof (prior to 14:30 on the day of submission). Orders are only processed on weekdays and all orders received on Saturday’s or Sunday’s will be processed on Monday’s.

It may be possible that on a regular basis, the timeframes listed below will be exceeded and delivery will take place prior to the number of days indicated in the schedule. This does however not constitute a change in the listed timeframes and therefore does not become the norm.

Example: Johannesburg (2 WORKING DAYS)

Order received on Monday prior to 14:30 will be delivered before close of business the following Wednesday.

Order received on Thursday prior to 14:30 will be delivered before close of business the following Monday.

Example: Cape Town (3 WORKING DAYS)

Orders destined for Western Cape are only dispatched on Monday’s, Wednesday’s and Friday’s. Distribution turnaround days will be calculated as of the day of dispatch (Mon, Wed, Fri)

Order received on Monday prior to 14:30 will be delivered before close of business the following Thursday.

Order received on Friday prior to 14:30 will be delivered before close of business the following Tuesday.

REGION AREA TURNAROUND REGION AREA TURNAROUND
CPT BELLVILLE 3 CPTR CITRUSDALE 4
CPT BLOUBERG 3 CPTR DARLING 4
CPT BRACKENFELL 3 CPTR HERMANUS 4
CPT CAPE TOWN 3 CPTR KLEINMONT 4
CPT CLAREMONT 3 CPTR LANGEBAAN 4
CPT CONSTANTIA 3 CPTR MALMESBURY 4
CPT DURBANVILLE 3 CPTR WORCESTER 4
CPT LANSDOWN 3 CPTR MONTAGU 4
CPT MILNERTON 3 CPTR MOORREESBURG 4
CPT OTTERY 3 CPTR CERES 4
CPT PAARL 3 CPTR NOODRHOEK 4
CPT PINELANDS 3 CPTR SALDHANA 4
CPT PLUMSTEAM 3 CPTR ST HELENA 4
CPT SOMERSET 3 CPTR VELDDRIFT 4
CPT SONNEDAL 3 CPTR VREDENBURG 4
CPT STELLENBOSCH 3 CPTR WELLINGTON 4
CPT WESTLAKE 3
JNB OBSERVATORY  2
JNB AEROTON 2 JNB OLIFANTSFONTEIN  2
JNB ALBERTON 2 JNB PARKTOWN  2
JNB AMALGAM 2 JNB PAULSHOF  2
JNB BEDFORDVIEW 2 JNB RIVONIA  2
JNB BENONI 2 JNB ROODEPOORT  2
JNB BIRCH ACRES 2 JNB SANDTON  2
JNB BRAKPAN 2 JNB SOUTHDALE  2
JNB BRYANSTON 2 JNB SPRINGS  2
JNB BULTFONTEIN 2 JNB TURFFONTEIN  2
JNB EASTGATE 2 JNB WADEVILLE  2
JNB EDENVALE 2 JNB LENASIA  2
JNB FOURWAYS 2
JNB GERMISTON 2 JNBR MEYERTON  2
JNB HEIDELBERG 2
JNB HONEYDEW 2 DUR DURBAN 2
JNB JEPPESTOWN 2 DUR PINETOWN 2
JNB JET PARK 2 DUR WESTVILLE 3
JNB JOHANNESBURG 2 DURR AMANZIMTOTI 3
JNB KEMPTON PARK 2 DURR HILTON 3
JNB KRUGERSDORP 2 DURR NEWCASTLE 3
JNB LYNDHURST 2
JNB WEST RAND 2 PTG RUSTENBURG 2
ELS EAST LONDON 3 PZB HOWICK 2
PZB PIETERMARITZBURG 2
KMP KYALAMI 2
TWNR SLOVOVILLE 2
NWS DERDEPOORT 3 (Pretoria)
NWS HLUHLUWE Wednesday delivery only WDH NAMIBIA

NAMIBIA REGIONAL

3-5 depend customs

5 – 7   (pending customs)

PLZ PORT ELIZABETH  3 WEL KLERKSDORP 2
WEL PARYS Wednesdays
PRY IRENE 2 WEL POTCHEFSTROOM 2
PRY NEWLANDS 2 WEL VANDERBIJL PARK 2
PRY PRETORIA 2 WEL VEREENIGING 2
PRY ROOIHUISKRAAL 2 WEL WESTONAREA 2
PRY SILVERTON 2
PRY SINOVILLE 2 WELR CARLTONVILLE 2
PRY WATERKLOOF 2 WELR KROONSTAD 2
PRY WONDERBOOM 2