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Wiesenhof Coffee Roastery Delivery, Claims And Returns Policy

Wiesenhof Coffee Roastery DELIVERY, CLAIMS and RETURNS Policy Updated 01 February 2023

Distribution

  • WCR dispatches orders from our distribution centre on a daily basis (Mon to Fri)
  • Delivery timeframes (listed below) indicates the number of working days (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 (week days). 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 timeframes for delivery on a regular basis, please note that this does not mean you will receive your order earlier than the stated timeframes for your area. The distribution timeframes apply at all times.
  • 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 0163408300 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 timeframes 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. The cost will be for the client’s account.
  • All timeframes 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 orders more than R1 000.00 excl. VAT will be shipped free of distribution costs. A R 131.58 excl. VAT distribution charge will be levied on all orders below R1 000.00 excl. VAT
  • Please note water charges are excluded from the R1 000.00 excluding VAT free distribution calculation.

Delivery Timeframe - Examples

E.g. Johannesburg (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)

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

Claims

Should a product that you have ordered be:

Invoiced and not delivered, stock variances in regard 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 TIME FRAMES – 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

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

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