Effective Date: 1 September 2026
This Refund and Returns Policy forms part of the Aura Bean Terms & Conditions and applies to purchases made through the Aura Bean website, online store, and other sales channels operated by Aura Bean (Pty) Ltd.
Our aim is to supply every order correctly and in good condition. Where a product is defective, damaged, incorrect, incomplete, or does not conform to the agreement, Aura Bean will deal with the matter in accordance with this policy and applicable South African consumer law.
Nothing in this policy is intended to limit or exclude any rights that a consumer has under the Consumer Protection Act 68 of 2008 (CPA) or any other applicable law.
1. General Returns
Returns are not accepted simply because a customer has changed their mind, except where a right of cancellation or return applies under the CPA or another applicable law.
Where Aura Bean agrees to accept a discretionary return that is not required by law, the following conditions may apply:
- The product must be unused and in its original condition.
- The product must be returned with its original packaging, accessories, manuals and other components supplied with the product.
- The product must not have been modified, installed, assembled, altered or damaged after delivery.
- Proof of purchase or the relevant order number must be provided.
- The return must be authorised by Aura Bean before the product is sent back.
Aura Bean reserves the right to inspect returned products before approving a discretionary return, refund or exchange.
2. Coffee and Other Consumable Products
Coffee is a consumable and perishable product and is generally not eligible for return simply because the customer has changed their mind or is dissatisfied with the taste or flavour profile, provided that the coffee supplied conforms to the order and is not defective.
This includes roasted coffee, ground coffee and other consumable products.
Because coffee is roasted and packed for freshness, we cannot accept the return of opened coffee or coffee that has been used, unless the return is required because the product is defective, unsafe, incorrectly supplied, or otherwise does not conform to the agreement.
Customer-Specified Grinding
Coffee ground to a customer’s specified grind size is prepared specifically for that order.
We therefore do not accept discretionary returns of customer-ground coffee where the coffee has been correctly supplied according to the customer’s order.
This does not affect any statutory rights a consumer may have where the product is defective, incorrectly supplied, materially different from the description, or otherwise fails to meet the requirements of applicable consumer law.
3. Incorrect Products
If Aura Bean sends you a product that is different from the product you ordered, please contact us as soon as possible.
Do not open, use, install, modify or alter the incorrect product.
Where reasonably possible, please retain the product in its original packaging until we have provided return instructions.
Once the return has been verified, Aura Bean will, at its discretion and where permitted by law:
- supply the correct product;
- replace the incorrect product; or
- provide an appropriate refund.
Where Aura Bean supplied the incorrect product, Aura Bean will arrange or reimburse the reasonable return delivery cost, as applicable.
4. Damaged Products
If a product arrives damaged, please notify Aura Bean as soon as reasonably possible after delivery.
Where possible, provide:
- your order number;
- photographs of the product;
- photographs of the packaging;
- photographs showing the damage; and
- a description of the damage.
Do not dispose of the packaging or damaged product until Aura Bean has advised you to do so, as the courier or supplier may require the packaging or product for inspection.
Where the product was damaged before or during delivery and the consumer is entitled to a remedy, Aura Bean will arrange the appropriate remedy in accordance with applicable law.
5. Defective Products
If a product develops a defect or is not of acceptable quality, does not perform as reasonably expected, is not reasonably suitable for its intended purpose, or does not conform to the description or specifications supplied with the product, please contact Aura Bean.
Defective products may be subject to inspection, testing or assessment before a remedy is provided.
Where applicable under the CPA, consumers may be entitled to a repair, replacement or refund in accordance with their statutory rights.
The statutory rights relating to defective goods are not excluded by this policy.
Where a manufacturer or authorised service agent provides a warranty, Aura Bean may facilitate the warranty process where appropriate. A manufacturer’s warranty does not replace or remove any rights that the consumer has against Aura Bean under applicable law.
6. Product-Specific Warranty and Manufacturer Returns
Certain products, particularly espresso machines, grinders, electrical equipment and other technical equipment, may be subject to manufacturer warranties and specific warranty procedures.
Where a manufacturer requires a product to be assessed or repaired through an authorised service centre, Aura Bean may require the product to be submitted for assessment before determining the appropriate remedy.
This does not limit any consumer rights that cannot lawfully be excluded.
Normal wear and tear, misuse, neglect, accidental damage, incorrect installation, unauthorised modification, incorrect operation, failure to follow manufacturer instructions, or damage caused by unsuitable electrical or environmental conditions may not be covered by a manufacturer’s warranty.
7. Change-of-Mind Returns
Aura Bean does not provide a general 30-day change-of-mind return period.
A customer may not return a correctly supplied product merely because they no longer want it, ordered the wrong product, selected the wrong specification, or changed their mind, unless a statutory right of cancellation or return applies.
This is particularly relevant to products that are:
- roasted or prepared specifically for the customer;
- ground to a customer-specified grind;
- personalised or customised;
- specially ordered from a supplier;
- imported or sourced specifically at the customer’s request; or
- perishable or intended for consumption.
Where a discretionary return is approved by Aura Bean, the customer may be responsible for reasonable return shipping, handling, restocking, or other costs that are permitted by law and communicated before the return is processed.
8. Online and Distance Transactions
Nothing in this policy removes any cancellation or return rights that may apply to an online, electronic or direct-marketing transaction under applicable South African law.
Where a statutory cooling-off or cancellation right applies, the applicable statutory period, conditions and procedures will take precedence over this policy.
For certain online transactions, the Electronic Communications and Transactions Act and/or the Consumer Protection Act may provide consumers with specific cancellation rights. Where such a right applies, Aura Bean will process the cancellation in accordance with the applicable legislation.
9. Sale, Clearance and Promotional Products
Products sold as part of a sale, promotion, clearance or special offer are not automatically excluded from statutory consumer rights.
A sale price does not remove a consumer’s rights in respect of defective, unsafe, incorrectly supplied or otherwise non-conforming goods.
Where a sale or clearance product is correctly supplied and the customer simply changes their mind, Aura Bean is not required to provide a discretionary refund unless the specific promotion or sale terms state otherwise.
10. Exchanges
Where a product is eligible for an exchange, Aura Bean may replace it with:
- the same product;
- an equivalent product; or
- another product where agreed between Aura Bean and the customer.
If the replacement product has a higher price, the customer will be responsible for the applicable difference.
If the replacement product has a lower price, Aura Bean will refund the applicable difference where appropriate.
An exchange is subject to stock availability.
Where a product is defective or incorrectly supplied, the applicable statutory remedy will take precedence over any discretionary exchange procedure.
11. Refunds
Where a refund is approved, the refund will generally be made to the original payment method used for the purchase.
Refunds will only be processed once the applicable return, inspection or verification process has been completed, where such inspection is reasonably required.
Depending on the payment provider and banking institution, additional processing time may be required before the refunded amount appears in the customer’s account.
Aura Bean will not be responsible for delays caused solely by a bank, payment gateway, courier or other third-party service provider.
Where a refund is required by law, Aura Bean will process the refund in accordance with the applicable legal requirements.
12. Refunds for Shipping Charges
Where the customer is responsible for the return, the original delivery charge and return delivery costs are generally non-refundable, unless otherwise required by law.
Where Aura Bean supplied an incorrect, defective or materially non-conforming product and the consumer is entitled to a remedy, Aura Bean will deal with the applicable delivery and return costs in accordance with the CPA and the circumstances of the return.
13. Return Shipping
No product should be returned to Aura Bean without first contacting us and obtaining return instructions.
Unless otherwise agreed or required by law, the customer is responsible for ensuring that a discretionary return is securely packaged and safely delivered to Aura Bean.
We strongly recommend using a courier service that provides:
- shipment tracking;
- proof of delivery; and
- appropriate insurance for higher-value products.
Aura Bean cannot be held responsible for a discretionary return that is lost or damaged while being transported back to us where the risk of that return rests with the customer.
Where Aura Bean is responsible for the return under applicable law, we will provide appropriate return instructions.
14. Products Returned Without Authorisation
Products returned without prior contact with Aura Bean may experience delays in processing.
A return being received by Aura Bean does not automatically mean that a refund or exchange has been approved.
The product may first need to be inspected and the circumstances of the return verified.
15. Missing Items or Incomplete Orders
If an order is missing an item, accessory, component or quantity that was included in the order, please contact us as soon as possible.
We will investigate the order against our dispatch records and, where appropriate, arrange for the missing item to be supplied.
16. Incorrect Customer Information
Customers are responsible for providing accurate delivery information when placing an order.
As stated in the Aura Bean Terms & Conditions, Aura Bean cannot accept responsibility for delivery problems caused by incorrect or incomplete information supplied by the customer.
Where a parcel is returned to Aura Bean because the customer supplied an incorrect address, failed to accept delivery, or otherwise caused the failed delivery, additional delivery charges may apply before the order is re-shipped.
Any refund in such circumstances will be considered in accordance with the circumstances of the order and applicable law.
17. How to Request a Return or Refund
To request a return, refund or exchange, contact Aura Bean with:
- your full name;
- order number;
- date of purchase;
- product name;
- reason for the return;
- photographs where relevant; and
- any other information reasonably required to assess the claim.
Email: [email protected]
Telephone: 071 310 0543
Please do not send products to a manufacturer or third-party service centre unless Aura Bean has specifically instructed you to do so.
18. Assessment of Returns
Aura Bean may inspect returned products to determine:
- whether the product corresponds with the order;
- whether the product is defective or damaged;
- whether the reported issue is covered by a warranty;
- whether the product has been used, altered or damaged after delivery;
- whether the return is covered by the CPA or another applicable law; and
- what remedy is appropriate.
Where a statutory consumer right applies, this assessment will not be used to unlawfully restrict that right.
19. Consumer Rights
This policy must be read together with the Aura Bean Terms & Conditions.
Nothing in this policy is intended to:
- waive a consumer’s statutory rights;
- exclude liability that cannot legally be excluded;
- prevent a consumer from exercising a right provided by the CPA;
- prevent a consumer from exercising a right provided by the Electronic Communications and Transactions Act; or
- create a contractual term that is prohibited by applicable South African law.
Where this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.
20. Policy Changes
Aura Bean may update this Refund and Returns Policy from time to time.
The version published on the Aura Bean website at the time of the relevant transaction will generally apply, subject to any mandatory legal requirements that apply to that transaction.
This Refund and Returns Policy should be read together with the Aura Bean Terms & Conditions, Privacy Policy and any product-specific warranty or sale terms applicable to the purchase.
21. Contact
If you have a question regarding a return, refund, exchange, damaged product, defective product or warranty claim, please contact us before sending the product back.
Aura Bean (Pty) Ltd
Email: [email protected]
Telephone: 071 310 0543
Governing Law: Republic of South Africa.