OVERVIEW

At Spencer®, we are passionate about delivering an exceptional coffee experience. We work exclusively with top-tier suppliers and roasteries to ensure every product that reaches you has been quality-controlled to the highest standard.

We understand that occasionally things may not go as expected, and we want to make sure you feel confident shopping with us. This Returns & Refunds Policy outlines your rights and our obligations in relation to any products purchased through spencercafe.store or collected from our coffee bar at 9 Spencer Rd, Salt River, Cape Town.

This policy is in accordance with the Consumer Protection Act 68 of 2008 ("CPA") of South Africa, which sets out your rights as a consumer. Where this policy provides greater protection than the CPA, those additional protections apply. Nothing in this policy is intended to limit or waive any rights you hold under applicable South African law.

SECTION 1 – RETURNS AT A GLANCE

The table below provides a quick summary of our returns and refunds position by product category:

SECTION 2 – NO RETURNS ON COFFEE BEANS & PERISHABLE PRODUCTS

Due to the perishable and consumable nature of the following product types, Spencer® does not accept returns or exchanges under any circumstances once the product has been collected:

• Coffee beans (whole bean and pre-ground)

• Filter coffee and specialty brewing products

• Ready-to-drink beverages, cold brew and bottled drinks

• Food items, baked goods, confectionery and any other edible products

• Any opened or partially consumed product of any kind

Why we have this policy:

Coffee is a fresh, perishable product. Its quality is directly affected by exposure to air, moisture, heat and light. Once a product leaves our premises, we are unable to verify its storage conditions or confirm it has not been tampered with. This policy exists to protect the integrity and safety of our products for all our customers.

Spencer® partners exclusively with premium local and international roasteries, and every batch is quality-checked before it reaches our shelves. We are confident in the quality of what we sell — and we stand behind it.

Exceptions for Perishable Products

Notwithstanding the above, Spencer® will consider a resolution in the following limited circumstances:

• The product collected was materially different from what was ordered (e.g., wrong roast, wrong grind, wrong product entirely)

• The product was visibly damaged, contaminated or defective at the point of collection and this was not identified prior to leaving our premises

• The product was past its best-before or use-by date at the time of collection

To be considered for a resolution under any of the above exceptions, you must notify us within 24 hours of collection at info@spencercafe.store or 071 768 9611, and provide your order number along with photographic evidence where applicable. All exceptions are assessed at the sole discretion of Spencer®.

SECTION 3 – RETURNS ON MERCHANDISE & NON-PERISHABLE PRODUCTS

For non-perishable products such as branded merchandise, accessories, brewing equipment and hardware, Spencer® will accept a return under the following conditions:

Conditions for Return

• The return request is made within 7 days of the collection date

• The product is in its original, unused and unopened condition with all original packaging, tags and accessories intact

• Proof of purchase (order number or order confirmation email) is presented at the time of return

• The product has not been damaged, altered or used in any way after collection

Non-Returnable Merchandise

The following non-perishable items are not eligible for return regardless of condition:

• Items purchased on sale or at a discounted promotional price

• Personalised, custom-ordered or engraved items

• Gift cards and vouchers

• Items that have been opened, assembled or used

How to Initiate a Merchandise Return

• Contact us at info@spencercafe.store or call 071 768 9611 within 7 days of collection.

• Include your order number, a description of the item, and the reason for the return.

• We will confirm whether the return is eligible and arrange for you to bring the item to our coffee bar.

• Please do not return items without prior authorisation — unauthorised returns may not be accepted.

SECTION 4 – DEFECTIVE, DAMAGED OR INCORRECTLY SUPPLIED PRODUCTS

Spencer® takes quality seriously. In the unlikely event that you receive a product that is defective, damaged or not as described, you are entitled to a remedy under the Consumer Protection Act 68 of 2008.

Your Rights Under the CPA

If a product is found to be defective or not as described, you are entitled to one of the following remedies at your election within the applicable period:

• Repair — we will arrange for the product to be repaired at no cost to you

• Replacement — we will replace the product with the same or equivalent item

• Refund — we will refund the full purchase price of the product

For perishable products, the above remedies apply only where the defect or discrepancy is identified and reported to us within 24 hours of collection. For non-perishable products, the standard CPA window of 6 months applies for latent defects.

Reporting a Defective Product

• Contact us within 24 hours of collection (perishables) or within 6 months (non-perishables with latent defects) at info@spencercafe.store or 071 768 9611.

• Provide your full name, order number, a description of the issue and photographs where possible.

• Do not discard or dispose of the product until we have assessed your claim.

• We aim to respond to all defect claims within 2 business days.

SECTION 5 – REFUNDS

When Refunds Are Issued

Spencer® will issue a refund in the following circumstances:

• A defective, damaged or incorrectly supplied product has been verified and a refund has been agreed upon as the appropriate remedy

• An order was cancelled within the permitted cancellation window before preparation commenced (see Section 6)

• An item was charged for but was not available for collection and no suitable substitute was offered

• A double charge or payment error occurred — please contact us immediately if this happens

Refund Method

All approved refunds will be processed back to the original payment method used at checkout. Spencer® does not issue cash refunds for online orders. Refund processing times are as follows:

Refund timeframes are subject to your bank or card issuer's processing times and are outside of Spencer®'s direct control. If you have not received your refund after 10 business days, please contact us and we will follow up with our payment processor on your behalf.

Store Credit

As an alternative to a refund, Spencer® may, at our discretion or your election, offer store credit to the value of the refund. Store credit can be used against any future purchase at spencercafe.store and does not expire within 12 months of issue.

SECTION 6 – ORDER CANCELLATIONS

We understand that circumstances change. If you need to cancel an order, please contact us as soon as possible.

Cancellation Window

• Orders may be cancelled free of charge if you notify us at least 2 hours before your intended collection time and before preparation of your order has commenced.

• To cancel, contact us at info@spencercafe.store or call 071 768 9611 with your order number and reason for cancellation.

• If your order has already been prepared or is ready for collection, cancellation may not be possible and a refund may not be issued, particularly for perishable items.

Cancellation Refunds

• Cancellations made within the eligible window will receive a full refund to the original payment method within the timeframes outlined in Section 5.

• Cancellations made after preparation has commenced will be assessed on a case-by-case basis. A partial refund or store credit may be offered at Spencer®'s discretion.

• Perishable orders that have been prepared cannot be restocked and are generally not eligible for a refund upon late cancellation.

SECTION 7 – EXCHANGES

Spencer® does not offer direct exchanges on perishable products (coffee, food, beverages) under any circumstances, except where the product was supplied incorrectly or is demonstrably defective.

For non-perishable items (merchandise, equipment), exchanges may be offered where the item is returned in original condition within 7 days and the desired exchange item is available in stock. If the exchange item is of higher value, the difference must be paid. If it is of lower value, a store credit will be issued for the difference.

To request an exchange, contact us at info@spencercafe.store or 071 768 9611 before visiting the store.

SECTION 8 – YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT

Nothing in this Returns & Refunds Policy limits or waives your statutory rights under the Consumer Protection Act 68 of 2008 (CPA). As a South African consumer, you have the following rights, among others:

• The right to receive goods that are of good quality, in good working order, and free from defects

• The right to receive goods that are reasonably suitable for the purpose for which they are generally intended

• The right to fair, honest and transparent disclosure of all relevant information before purchase

• The right to return unsafe or defective goods within 6 months of purchase for a repair, replacement or refund

• The right to cancel certain agreements within a cooling-off period where applicable

If you believe your CPA rights have been violated and we are unable to resolve the matter to your satisfaction, you may contact the National Consumer Commission:

National Consumer Commission (NCC)

Website: www.thencc.org.za  |  Call Centre: 0860 266 786  |  Email: complaints@thencc.org.za

SECTION 9 – HOW TO REACH US

For any returns, refund requests, complaints or queries relating to this policy, please contact us using the details below. We aim to respond to all queries within 2 business days.

Spencer®

Address: 9 Spencer Rd, Salt River, Cape Town, 7925

Phone: 071 768 9611

Email: info@spencercafe.store

Website: spencercafe.store

In-Store Resolution Hours:

• Monday – Friday: 7:00 AM – 4:00 PM

• Saturday: 8:00 AM – 2:00 PM

• Sunday: Closed

© Spencer® — Salt River, Cape Town. All Rights Reserved. Policy compliant with the Consumer Protection Act 68 of 2008