Refund policy

Returns & Refunds Policy

Last Updated: July 2026

Our Promise to You

At BANTR, we believe that every cup of coffee should be something worth looking forward to.

We take great pride in sourcing, preparing, packaging, and delivering products of the highest quality. Every order is packed with care, and we genuinely want you to enjoy every purchase you make with us.

If something isn't quite right, we'll always do our best to make it right.

Our Returns Philosophy

Because our products are food items and consumable in nature, certain health, hygiene, and food safety regulations apply.

For this reason, not all products are eligible for return or refund.

However, if we've made a mistake or there's a genuine issue with your order, we're committed to resolving it quickly, fairly, and professionally.

Returns We Happily Accept

We will gladly replace, exchange, or refund products where:

  • You received the incorrect product.
  • Your order arrived damaged during transit.
  • Your product arrived with packaging that has been compromised before opening.
  • Your order is incomplete due to an error on our part.
  • The product is defective or unsuitable due to a manufacturing or packaging fault.
  • There is a genuine quality concern that is determined to be the responsibility of BANTR.

Should any of the above occur, please contact us within 48 hours of receiving your order.

Returns We Cannot Accept

For health, hygiene, and food safety reasons, we unfortunately cannot accept returns or provide refunds where:

  • The product has been opened, unless there is a verified quality issue.
  • The product has been consumed or partially consumed.
  • The customer simply changes their mind after purchase.
  • The customer ordered the incorrect product.
  • The customer ordered more than required.
  • The customer does not personally enjoy the flavour profile, roast style, or taste preferences of the product.
  • The product has not been stored according to the recommended storage instructions.
  • The product has been damaged due to misuse, negligence, or improper handling after delivery.

As coffee is a naturally sourced product, flavour notes and tasting experiences may vary between individuals and should not be regarded as product defects.

Unopened Products

If you have received your order and it remains unopened, sealed, unused, and in its original condition, please contact us within 7 calendar days of receiving your order.

Depending on the circumstances, BANTR may, at its sole discretion and in accordance with applicable consumer legislation, approve a return, exchange, or store credit.

Customers will be responsible for any return shipping costs unless the return is due to an error by BANTR or a defective product.

Damaged, Incorrect or Defective Orders

If your order arrives damaged, incorrect, incomplete, or defective, please email us within 48 hours of delivery.

To assist us in resolving your request as quickly as possible, please include:

  • Your order number.
  • Your full name.
  • A brief description of the issue.
  • Clear photographs of:
    • The outer packaging.
    • The product received.
    • Any visible damage.
    • The product label, where applicable.

Providing this information helps us investigate your claim efficiently and work towards the most appropriate resolution.

Refunds

Where a refund has been approved, it will be processed using the original payment method used when placing your order, unless otherwise agreed.

Please allow 5–10 business days for the refund to reflect in your account, depending on your payment provider or financial institution.

Exchanges

Where appropriate, BANTR may offer a replacement product instead of a refund.

Replacement products will be dispatched once the original claim has been reviewed and approved.

Order Cancellations

Orders may only be cancelled before they have been packed, processed, or dispatched.

Once an order has entered our fulfilment process or has been collected by a courier, it can no longer be cancelled.

Should you need to cancel an order, please contact us as soon as possible after placing it.

Incorrect Delivery Information

Customers are responsible for ensuring that all delivery information provided during checkout is accurate and complete.

BANTR cannot accept responsibility for failed deliveries, delays, or additional courier costs resulting from incorrect addresses or contact information supplied by the customer.

Should an order need to be re-dispatched due to incorrect delivery information, additional courier charges may apply.

Product Storage

To maintain optimum freshness and quality, we recommend storing all coffee and hot chocolate products:

  • In an airtight container.
  • In a cool, dry place.
  • Away from direct sunlight.
  • Away from heat and humidity.
  • Away from strong odours.

Improper storage may affect freshness, flavour, and overall product quality and may invalidate any quality-related claims.

Consumer Rights

Nothing contained within this Returns & Refunds Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008 (Act No. 68 of 2008) or any other applicable South African legislation.

Where the law provides greater protection than this policy, the applicable legislation shall prevail.

Our Commitment to Customer Satisfaction

At BANTR, we value every customer and every order.

If something has gone wrong, we'd much rather hear from you than have you disappointed.

Our goal is always to resolve concerns fairly, respectfully, and as quickly as possible.

We believe exceptional customer service is just as important as exceptional coffee.

Contact Us

Questions? Let's Have a Little BANTR.

If you have any questions regarding your order, a return, or a refund request, our team is here to help.

BANTR

Operating under: MM Withers Investments (PTY) LTD (MMWI)

Owner & Founder of BANTR: Matt Withers

Email: info@bantr.co.za

Telephone & WhatsApp: 064 922 8109

We'll always do our very best to assist you with professionalism, kindness, and a little BANTR along the way.