Wiesenhof Coffee Roastery Delivery, Claims And Returns Policy

Wiesenhof Coffee Roastery DELIVERY, CLAIMS and RETURNS Policy – _{Updated 20 May 2024}

Distribution

• WCR dispatches orders from our distribution centre daily (Mon to Fri)
• Delivery times (listed below) indicates the number of weekdays (Mon to Fri) required to deliver your order following the day of receipt of your order by WCR (prior to 14:00 on the day of submission)
• Any orders received after 14:00, will only be processed the following day (weekdays). Orders received on a Saturday or a Sunday will only be processed the following Monday.
• Orders received after 14:00, will be processed and shipped according to the next business day’s distribution schedule.
• Although we do exceed our listed times for delivery on a regular basis, please note that this does not mean you will receive your order earlier than the stated times for your area. The distribution times always apply.
• All clients will receive a confirmation email once the order has been processed by WCR containing your invoice, tracking number and a link to our distribution partner’s website to track the delivery status of your order.
• In the event of your order not being delivered within the scheduled timeframes, please contact admin@wiesenhofcoffees.co.za or 016 340 8300 to ensure immediate assistance in expediting the delivery.
• Please note that WCR staff does not have the ability to expedite any deliveries that are still within the scheduled delivery times once it has been handed over to our distribution partner.
• If you wish to prioritise any deliveries, please discuss this with your WCR agent at the time of placing your order to upgrade your delivery service. Next day, weekends, public holidays or priority deliveries will unfortunately have an additional charged levied.
• All times provided regarding delivery days are guidelines and Wiesenhof Coffee Roastery and their distribution partner will strive to achieve a 100% conformance, however unforeseen circumstances, e.g. road closures, industrial action, weather, mechanical failures etc. may result in unforeseen delays. If and when these incidents occur, we will endeavour to ensure delivery as soon as possible.
• It is recommended to hold one additional day’s stock holding in the event of unforeseen delays.
• All product order invoice values exceeding R1 000.00 excl. VAT will be shipped free of distribution costs.  R 56.52 excl. VAT distribution charge will be levied on all orders below R1 000.00 excl. VAT
• Please note bottled water invoice charges are excluded from the R1 000.00 excluding VAT free distribution calculation.
• R 35.00 excl. VAT distribution charge will be levied per case of water ordered if not ordered in conjunction with a product exceeding the R1 000.00 threshold for free distribution.

Delivery Time - Examples

E.g. Johannesburg, Durban, Polokwane, Bloemfontein (2 WORKING DAYS AFTER DATE OF ORDER)

Order received on Monday prior to 14:00 will be delivered before close of business the following Wednesday.

Order received on Wednesday prior to 14:00 will be delivered before close of business the following Friday.

Order received on Thursday prior to 14:00 will be delivered before close of business the following Monday.

E.g. Port Elizabeth or Cape Town (3 WORKING DAYS AFTER DATE OF ORDER)

Order received on Monday prior to 14:00 will be delivered before close of business the following Thursday.

Order received on Tuesday prior to 14:00 will be delivered before close of business the following Friday.

Order received on Friday prior to 14:00 will be delivered before close of business the following Wednesday.

FOR REGIONAL AND OUTLYING AREAS PLEASE ADD ONE ADDITIONAL WORKING DAY

WE DO NOT DELIVER ON SATURDAYS, SUNDAYS OR PUBLIC HOLIDAYS

 

 

Claims

Should a product that you have ordered be:

Invoiced and not delivered, stock variances regarding 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 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 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 any discussion or entertain any claims if the policy has not been adhered too.

 

 

 

DISTRIBUTION TIMES – NUMBER OF WORKING DAY’s AFTER RECEIPT OF ORDER FOR DELIVERY

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	FRANSCHHOEK	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	MEYERTON	2
JNB	GERMISTON	2		PTG	RUSTENBURG	2
JNB	HEIDELBERG	2
JNB	HONEYDEW	2		DUR	DURBAN	2
JNB	JEPPESTOWN	2		DUR	PINETOWN	2
JNB	JET PARK	2		DUR	WESTVILLE	2
JNB	JOHANNESBURG	2		DURR	AMANZIMTOTI	2
JNB	KEMPTON PARK	2		DURR	HILTON	2
JNB	KRUGERSDORP	2		DURR	NEWCASTLE	2
JNB	LYNDHURST	2		PZB	HOWICK	2
JNB	WEST RAND	2		PZB	PIETERMARITZBURG	2
ELS	EAST LONDON	3		TWNR	SLOVOVILLE	2
KMP	KYALAMI	2		WEL	KLERKSDORP	2
				WEL	PARYS	2
PLZ	PORT ELIZABETH	3		WEL	POTCHEFSTROOM	2
				WEL	VANDERBIJL PARK	2
PRY	IRENE	2		WEL	VEREENIGING	2
PRY	NEWLANDS	2		WEL	WESTONAREA	2
PRY	PRETORIA	2
PRY	ROOIHUISKRAAL	2		WELR	CARLTONVILLE	2
PRY	SILVERTON	2		WELR	KROONSTAD	2
PRY	SINOVILLE	2
PRY	WATERKLOOF	2
PRY	WONDERBOOM	2