🧰 1. Overview
At The Brew Crew, your satisfaction is our priority. We’re passionate about supplying high-quality coffee beans and essential coffee accessories and we want you to be just as confident in your purchase as we are in our products.
If you’re not entirely happy with your order, we’re here to help with straightforward refund, returns, and shipping options.
🚚 2. Shipping Policy
Order Processing
- Orders are usually processed and dispatched within 1–3 business days after payment confirmation.
- Orders placed over weekends or public holidays are processed on the next working day.
- You’ll receive an email with your tracking number as soon as your parcel is shipped.
- Freshness is our top priority. Select coffees are roasted fresh daily to ensure peak quality, which may slightly extend dispatch times, but we work hard to minimise this as much as possible.
Delivery Times
- Main Centers: 2–4 business days
- Outlying or Rural Areas: 4–7 business days
- International Orders: Shipping times vary based on destination and courier.
Please note: delivery times are estimates and may be affected by courier delays or stock availability.
Shipping Fees
- Shipping costs are calculated at checkout based on your order weight and location.
- Free delivery applies to orders over R 2500.00 (within South Africa only).
Delivery Issues
If your order hasn’t arrived within the expected time frame, please contact us at support@thebrewcrew.co.za
🛑 3. Cancellation Policy
We understand that plans can change. If you need to cancel or modify your order, please act quickly — we process and dispatch orders within 1–3 business days.
Cancellations before dispatch
You may cancel your order at any time before it has been shipped. Simply email us at support@thebrewcrew.co.za with your order number and request to cancel. We will confirm the cancellation and issue a full refund to your original payment method within 3–7 business days.
Cancellations After dispatch
Once your order has been handed over to our courier (you’ll receive a tracking number via email), it cannot be cancelled. In this case, please refer to our Returns Policy above for options regarding returns, refunds, or exchanges.
Order modification
If you’d like to change your order (e.g., update items, quantity, or delivery address) before dispatch, contact us as soon as possible at support@thebrewcrew.co.za. We will do our best to accommodate the request, but changes cannot be guaranteed once processing has begun.
Non-refundable elements
Non-refundable elements Any promotional discounts, vouchers, or free shipping thresholds applied to the original order may not be reapplied if part of the order is cancelled or modified.
All cancellations comply with the Consumer Protection Act (CPA) of South Africa. The Brew Crew reserves the right to refuse a cancellation if the order is already in the final stages of dispatch or fulfilment.
By placing an order on https://thebrewcrew.co.za, you agree to this Cancellation Policy.
🔁 4. Returns Policy
Eligibility for Returns
We gladly accept returns within 14 days of delivery, provided that:
- Items are unused, unopened, and in original packaging.
- You include your proof of purchase (invoice or order number).
Non-Returnable Items
For safety, hygiene, and quality-control reasons, the following items cannot be returned:
- Opened consumables (e.g., cleaning agents).
- Electronic components or tools that have been modified, or tampered with.
- Custom-order or special-import items not normally held in stock.
Faulty or Damaged Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving it.
We may ask for a photo or short description of the issue to speed up the process.
Once verified, we will:
- Replace the item (subject to stock availability), or
- Offer a full refund, including any return shipping costs.
Return Shipping
- If the return is due to a change of mind or ordering error, return shipping costs are the customer’s responsibility.
- If the return is due to our error or a defective product, we’ll cover the return shipping.
- Please use secure packaging; we cannot be held liable for items lost or damaged in transit.
Refund Processing
Once your return is received and inspected, you’ll be notified by email.
Approved refunds are processed within 3–7 business days to your original payment method.
🔄 5. Exchange Policy
Need to swap an item? No problem.
Before sending it back, please email us at support@thebrewcrew.co.za
⚙️ 6. Important Notes
All refunds and returns comply with the Consumer Protection Act (CPA) of South Africa.
- The Brew Crew reserves the right to refuse a return if the item shows signs of use, modification, or damage caused by improper handling.
- By placing an order on https://thebrewcrew.co.za you agree to these terms and conditions.
📞 7. Contact Us
We’re always happy to help.
For questions about shipping, returns, or refunds, please reach out:
🤝 8. Privacy Policy
Last updated: January 22, 2026
The Brew Crew (“we”, “us”, or “our”) respects your privacy and is committed to protecting your Personal Information in accordance with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African laws.
This Privacy Policy explains how we collect, use, disclose, store, and protect your Personal Information when you visit https://thebrewcrew.co.za (the “Website”), place an order, contact us, or interact with our services.
What Personal Information We Collect
We may collect the following types of Personal Information:
- Identity and contact information: full name, email address, telephone number, delivery and billing address.
- Order and payment information: products purchased, order details, payment method (we do not store full card details, transactions are processed securely via our payment gateway).
- Technical and usage information: IP address, browser type, pages visited, time and date of visits, referring pages (collected via cookies and similar technologies).
- Communication information: messages, queries, or feedback you send us via email, contact form, or social media.
We only collect information that is adequate, relevant, and limited to what is necessary for the purposes described below.
How We Collect Your Personal Information
- Directly from you: when you create an account, place an order, sign up for newsletters, contact us, or complete forms on the Website.
- Automatically: through cookies, server logs, analytics tools (e.g., Google Analytics) when you browse the site.
- From third parties: Shipping couriers (for delivery updates), payment processors (confirmation of transactions), or fraud prevention services.
Why We Process Your Personal Information (Purpose and Lawful Basis)
We process your Personal Information for the following purposes (under POPIA’s lawful bases):
| Purpose | Lawful Basis under POPIA | Examples |
|---|---|---|
| Process and fulfil your orders | Necessary to perform a contract | Shipping your coffee, sending order confirmations and tracking |
| Provide customer support | Necessary to perform a contract / legitimate interest | Responding to queries about returns, products, or deliveries |
| Send transactional emails | Necessary to perform a contract | Order updates, shipping notifications |
| Marketing (promotions, newsletters) | Consent (you can opt-in/opt-out anytime) | Special offers on new roasts or discounts |
| Improve our Website and services | Legitimate interest | Analytics to understand site usage and fix issues |
| Comply with legal obligations | Legal obligation / legitimate interest | Tax records, fraud prevention, CPA compliance |
| Prevent fraud and secure the site | Legitimate interest | Detecting suspicious activity |
Sharing Your Personal Information
We do not sell your Personal Information. We may share it with:
- Service providers: couriers: (e.g., The Courier Guy, Aramex), payment gateways (e.g., Paystack, Yoco), email service providers.
- Professional advisors: Accountants, Lawyers (where required).
- Regulators or authorities: If legally obligated.
All third parties are required to protect your data under contracts that align with POPIA.
Cookies and Similar Technologies
We use cookies and similar tools for essential functions (cart, login), analytics, and (if you consent) marketing. See our separate Cookie Policy [link if you create one] or manage preferences via our cookie banner. You can adjust browser settings to refuse cookies, but this may limit site functionality.
International Transfers
Some service providers (e.g., Google Analytics, email platforms) may be outside South Africa. We ensure appropriate safeguards (e.g., standard contractual clauses or binding corporate rules) are in place for such transfers.
How Long We Keep Your Personal Information
We retain your data only as long as necessary:
- Order data: 7 years (for accounting compliance).
- Marketing data: Until you unsubscribe or withdraw consent.
- Account data: Until you request deletion or your account is inactive for 2 years. Afterwards, we securely delete or anonymise it.
Security of Your Personal Information
We implement reasonable technical and organisational measures (e.g., encryption for transmissions, secure servers, access controls) to protect your data from loss, misuse, unauthorised access, or disclosure. However, no method is 100% secure.
Your Rights Under POPIA
You have the right to:
- Access your Personal Information.
- Request correction or deletion.
- Object to or restrict processing.
- Withdraw consent (where consent is the basis).
- Lodge a complaint with the Information Regulator.
To exercise these rights, email us at support@thebrewcrew.co.za. We will respond within a reasonable time (usually 30 days).
Children’s Privacy
Our Website and services are not directed at children under 18. We do not knowingly collect Personal Information from children.
Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted here with an updated “Last updated” date. Continued use of the Website after changes constitutes acceptance.
Contact Us / Information Officer For any privacy questions, requests, or complaints: Email: support@thebrewcrew.co.za Our Information Officer: “The Brew Crew Support Team”
By using our Website or providing us with your Personal Information, you acknowledge that you have read and understood this Privacy Policy.
✅ In Short
- Returns: 14 days (unused and in original packaging)
- Faulty items: Full refund or replacement
- Processing time: 3–7 business days
- Free shipping: Orders over R 2500.00
- Contact: support@thebrewcrew.co.za
