Refunds, Returns & Replacements Policy

Last Updated: 31 May 2026

OVERVIEW

At CaffCup, we are committed to delivering high-quality products and a premium customer experience.

Due to the consumable nature of coffee and food products, we do not accept returns once products have been delivered.

This policy explains the circumstances under which refunds, replacements, or other resolutions may be provided.

By placing an order with CaffCup, you agree to this policy.

1. RETURNS

For safety, hygiene, and quality-control reasons, CaffCup does not accept returns of delivered products.

Products cannot be returned because:

You changed your mind.

You no longer require the product.

You ordered the wrong product.

You dislike the taste, flavour, aroma, or personal experience.

You consumed or opened the product.

2. ELIGIBILITY FOR REPLACEMENT

A replacement may be considered if:

The product was damaged during transit.

The package arrived visibly damaged.

The product received is materially different from the order placed.

All replacement requests are subject to review and approval by CaffCup.

3. REPORTING DAMAGE

To be eligible for review:

You must contact us within 48 hours of delivery.

You must provide your order number.

You must provide an uninterrupted unboxing video.

You must provide clear photographs of:

The outer shipping package.

The shipping label.

The damaged product.

Failure to provide sufficient evidence may result in rejection of the claim.

4. REPLACEMENT PROCESS

Once a claim is submitted:

1. Our team will review the evidence provided.

2. Additional information may be requested if necessary.

3. If approved, CaffCup may:

Ship a replacement product; or

Offer another resolution at its discretion.

The final determination regarding eligibility shall be made by CaffCup after reviewing the claim.

5. REFUNDS

Refunds may be issued only in limited circumstances, including:

A. Lost Shipments

If a courier partner confirms that an order has been lost in transit, CaffCup may:

Issue a replacement shipment; or

Issue a refund for the affected order.

B. Cancelled Orders

If CaffCup cancels an order before shipment, a full refund will be issued.

C. Duplicate Payments

If a duplicate payment is successfully verified, the duplicate amount will be refunded.

6. NON-REFUNDABLE SITUATIONS

Refunds will generally not be provided where:

Incorrect delivery information was provided.

The customer refuses delivery.

Delivery attempts fail because the customer is unavailable.

The package is delayed by circumstances outside CaffCup's control.

The customer dislikes the product after opening or consuming it.

The claim is submitted after the 48-hour reporting period.

Sufficient evidence is not provided.

7. REFUND TIMELINES

Where a refund is approved:

Refunds will be processed to the original payment method.

Processing times may vary depending on the payment provider and financial institution.

CaffCup is not responsible for delays caused by banks, payment gateways, or financial institutions.

8. FRAUD PREVENTION

CaffCup reserves the right to reject claims that appear fraudulent, abusive, misleading, or unsupported by sufficient evidence.

Repeated claims from the same customer may be subject to additional verification.

9. CONTACT US

For refund, replacement, or order-related assistance, please contact:

CaffCup Support

Email: [support@caffcup.com](mailto:support@caffcup.com)

When contacting us, please include:

Your order number

A description of the issue

Relevant photographs or videos, if applicable

We recommend contacting us as soon as possible after receiving your order.