Order Changes or Cancellations
We understand that plans can change, and we’re here to assist you with any adjustments or cancellations. Our policies are designed to balance flexibility with fairness, ensuring that both parties can navigate changes smoothly.
Making Changes to Your Order
If you need to adjust your order, we encourage you to contact us as early as possible. Changes made before manufacturing begins are typically straightforward. However, changes made after production has started may incur additional costs to cover materials, labor, and any customizations already completed.
Our 50% deposit secures the materials and labor required to manufacture your roaster. If a cancellation occurs after production starts, this deposit will be refunded in accordance with our refund policy.
If you’re considering a change or cancellation, please contact us as soon as possible so we can guide you through your options.
Please note that changes to your order may cause significant delays in the manufacturing timeline, depending on the complexity of the adjustments.
- How to Request Changes:
- Email us at [support email] with your request.
- We’ll confirm feasibility and outline any associated costs and delays within 48 hours.
Cancellations
While we aim to provide flexibility, cancellations are more complex once manufacturing has started due to the significant resources involved. Below are the key points regarding cancellations:
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Customization Charges:
- Any customizations made specifically for your order will be deducted from the refundable amount.
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Refund Policy:
- A 10% charge on the total invoice value applies to cover administrative and operational costs.
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Timeline for Refunds:
- Refunds are processed once the machine has been sold to a new customer.
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How to Cancel Your Order:
- Submit a written request via email, detailing your reason for cancellation.
- We’ll confirm the next steps and any applicable fees.
Warehousing for Delayed Reception
If you are not ready to receive your machine upon completion of manufacturing, warehousing fees will apply. These fees cover storage costs while your machine awaits delivery. We encourage you to plan ahead to avoid unnecessary delays or charges.
Order Rollover
In the event of significant delay, your roaster may be resold and a new machine will be manufactured for you with the relevant lead times as per any new order. In this case, the new order will only be processed once full payment has been received.
Final Payment and Resale Policy
Once manufacturing is completed, customers have one month to make their final payment or arrange alternative terms with Genio Roasters. If no payment or agreement is made within this timeframe, the machine will be resold. This ensures that resources are efficiently allocated and delays are minimized.
Why These Policies Are Important
Our manufacturing process involves custom materials, labor, and logistics tailored to your order. These policies help ensure that costs incurred during production are fairly covered while providing some flexibility for unforeseen changes. However, please be aware that making changes during production may significantly affect timelines, which is why we encourage finalizing details early.
Next Steps
If you’re considering a change or cancellation:
- Reach out to us at sales@genioroasters.co.za.
- Share your concerns or adjustments, and we’ll work with you to find the best solution.
- For cancellations, expect a clear breakdown of costs and timelines for resolution.
Summary
We’re committed to working with you through any changes or cancellations, ensuring the process is clear and fair. Our goal is to make sure your investment with Genio Roasters aligns with your needs, even if circumstances change. If you have any questions, contact us directly for guidance.
