Last updated: 1 October 2026
We want every Fire & Ash order to arrive perfect. If something isn't right, this policy explains what we'll do. It doesn't limit any of your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).
Damaged, missing or incorrect items
If your order arrives damaged, with something missing or with the wrong item, email us within 7 days of delivery with your order number and a photo of the product and packaging. We'll send a replacement or give you a full refund, including the delivery fee, at no cost to you.
Defective products
Under section 56 of the CPA, if a product is unsafe, defective or not of the quality you could reasonably expect, you may return it within six months of delivery. You choose whether we replace it or refund you. This doesn't apply to products that were stored incorrectly or used after their best-before date.
Changing your mind
Our products are food, so the ECT Act's cooling-off period doesn't apply to them (section 42 of the ECT Act). Coffee ground to your order is also made to your specification. As a goodwill gesture, we still accept returns of unopened, sealed and undamaged whole-bean coffee within 7 days of delivery. You pay the cost of returning it, and we refund the price of the products once we receive them in their original condition.
We can't accept change-of-mind returns of opened products or of coffee ground to order, for food-safety reasons.
Gift cards
Gift cards can't be exchanged for cash or refunded, except where the law requires it. As required by the CPA, they're valid for at least three years from the date of purchase.
How to request a return or refund
- Email eugenevdw001@gmail.com with your order number and what went wrong. Include photos if something is damaged or defective.
- We'll reply within two working days, tell you what happens next and, if needed, arrange a courier collection.
- Approved refunds are paid to your original payment method within 10 working days. Your bank may take a few extra days to show it.