0861-943-736 / 016-340-8300admin@wiesenhofcoffees.co.za

Wiesenhof Coffee Roastery DELIVERY, CLAIMS and RETURNS Policy


Distribution


Distribution turnaround times depends on your location as well as the time of submitting your order with Wiesenhof.

 

All clients will receive an email upon completion of processing the order by Wiesenhof Coffee Roastery containing your tracking number and a link to our distribution partner’s website, in order to track the delivery status of your order.

All orders needs to be submitted prior to 14:30 on a daily basis (week days) to qualify for same day dispatch (exception Western Cape that is only dispatched on a Mon, Wed or Fri).  Any orders received after 14:30, will only be processed the following day. (week days).  Orders received on a Saturday or a Sunday will only be processed on a Monday.

All orders in excess of R625.00 excl. VAT will be shipped free of distribution costs.  A R90.00 excl. VAT distribution charge will be levied on all orders below R625.00 excl. VAT

Should you require any additional information in regards to your delivery options, please contact admin@wiesenhofcoffees.co.za

All timeframes provided in regards to delivery days are guidelines and Wiesenhof Coffee Roastery cannot offer any guarantees that these timelines will be adhered too.  Unforeseen circumstances, e.g. road closures, industrial action, weather, mechanical failures etc. may result in delays.

Please see Distribution Schedule at the end of this document to verify your location and distribution turnaround timeframes.

Claims

Should a product that you have ordered be:

Invoiced and not delivered, stock variances in regards 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:

1.)      Expired whiles in storage or circulation within your organisation

2.)      Damaged whiles in stores or circulation within your organisation

3.)      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 Schedule

Please note that the distribution turnaround days indicates the number of working days (Mon to Fri) required to deliver your order after the day of receipt of the order by Wiesenhof (prior to 14:30 on the day of submission).  Orders are only processed on weekdays and all orders received on Saturday’s or Sunday’s will be processed on Monday’s.

It may be possible that on a regular basis, the timeframes listed below will be exceeded and delivery will take place prior to the number of days indicated in the schedule.  This does however not constitute a change in the listed timeframes and therefore does not become the norm.

Example: Johannesburg (2 WORKING DAYS)

Order received on Monday prior to 14:30 will be delivered on Tuesday or Wednesday during business hours.

                Order received on Thursday prior to 14:30 will be delivered on Friday or Monday during business hours.

Example: Cape Town (3 WORKING DAYS)

Orders destined for Western Cape are only dispatched on Monday’s, Wednesday’s and Friday’s.  Distribution turnaround days will be calculated as of the day of dispatch (Mon, Wed, Fri)

                Order received on Monday prior to 14:30 will be delivered on Wednesday or Thursday during business hours.

Order received on Tuesday prior to 14:30 will be delivered on Friday or Monday during business hours as dispatch will take place on Wednesday.

 

 

 

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

GERMISTON

2

 

JNBR

MEYERTON

 2

JNB

HEIDELBERG

2

 

 

 

 

JNB

HONEYDEW

2

 

DUR

DURBAN

2

JNB

JEPPESTOWN

2

 

DUR

PINETOWN

2

JNB

JET PARK

2

 

DUR

WESTVILLE

3

JNB

JOHANNESBURG

2

 

DURR

AMANZIMTOTI

3

JNB

KEMPTON PARK

2

 

DURR

HILTON

3

JNB

KRUGERSDORP

2

 

DURR

NEWCASTLE

3

JNB

LYNDHURST

2

 

 

 

 

JNB

WEST RAND

2

 

PTG

RUSTENBURG

2

 

 

 

 

 

 

 

ELS

EAST LONDON

3

 

PZB

HOWICK

2

 

 

 

 

PZB

PIETERMARITZBURG

2

KMP

KYALAMI

2

 

 

 

 

 

 

 

 

TWNR

SLOVOVILLE

2

NWS

DERDEPOORT

3 (Pretoria)

 

 

 

 

NWS

HLUHLUWE

Wednesday delivery only

 

WDH

NAMIBIA

 

NAMIBIA REGIONAL

3-5 depend customs

5 – 7  (pending customs)

 

 

 

 

 

 

 

PLZ

PORT ELIZABETH

 3

 

WEL

KLERKSDORP

2

 

 

 

 

WEL

PARYS

Wednesdays

PRY

IRENE

2

 

WEL

POTCHEFSTROOM

2

PRY

NEWLANDS

2

 

WEL

VANDERBIJL PARK

2

PRY

PRETORIA

2

 

WEL

VEREENIGING

2

PRY

ROOIHUISKRAAL

2

 

WEL

WESTONAREA

2

PRY

SILVERTON

2

 

 

 

 

PRY

SINOVILLE

2

 

WELR

CARLTONVILLE

2

PRY

WATERKLOOF

2

 

WELR

KROONSTAD

2

PRY

WONDERBOOM

2

 

 

 

 

UPINGTON: Friday deliveries only. Orders to be placed at latest Tuesdays.

MAGALIESBURG: Thursday deliveries only. Orders to be placed at latest Tuesdays.

BETHLEHEM: Tuesday and Thursday deliveries only.  Place orders 2 days in advance.  

HLUHLUWE: Wednesday deliveries only. Orders to be placed at the latest Mondays.

 

 


Featured Products