Refund Policy

Last updated: October 26, 2025

1. Introduction

At Hicifelt Coffee, customer satisfaction is our priority. This Refund Policy outlines our procedures for refunds, returns, and exchanges for products and services purchased from our coffee shop at 21 MG Road, Bengaluru, Karnataka, India, and through our website hicifelt.digital.

2. General Refund Policy

2.1 Our Commitment

We stand behind the quality of our coffee and service. If you are not completely satisfied with your purchase or experience, we will work with you to make it right.

2.2 Refund Eligibility

Refunds may be available for:

• Defective or damaged products
• Orders that were not prepared as requested
• Services that did not meet reasonable expectations
• Cancelled orders before preparation begins
• Duplicate charges or billing errors

2.3 Time Limits

Refund requests must be made:

• In-store purchases: Within 30 minutes of purchase for beverages, 24 hours for retail products
• Online orders: Within 24 hours of delivery or pickup
• Custom orders: Prior to preparation or within 1 hour for issues
• Technical issues: Immediately upon discovery

3. Beverage Refunds

3.1 In-Store Beverages

For coffee beverages purchased in our shop:

• Immediate replacement: If your drink is not prepared correctly or to your satisfaction, we will remake it immediately at no charge
• Refund eligibility: Full refund if remake is not acceptable or if we cannot correct the issue
• Quality concerns: Refund available if beverage does not meet our quality standards

3.2 Online Beverage Orders

For coffee beverages ordered through our website or phone:

• Wrong order: Full refund and correct order at no charge
• Poor quality: Refund if quality issues are reported immediately upon receipt
• Delivery issues: Refund for damaged or undelivered orders
• Processing time: 3-5 business days for approved refunds

4. Retail Product Refunds

4.1 Coffee Beans

For purchased coffee beans and retail products:

• Unopened products: Full refund within 7 days of purchase
• Opened products: Refund if product is defective or not as described
• Freshness concerns: Refund if beans are not fresh upon delivery
• Quality issues: Refund if product doesn't meet our stated standards

4.2 Merchandise and Accessories

For branded merchandise and coffee accessories:

• Defective items: Full refund or exchange
• Wrong item: Exchange for correct item at no charge
• Change of mind: Exchange only, no refunds unless item is defective
• Condition: Items must be in original condition with packaging

5. Service Refunds

5.1 Catering Services

For catering and event services:

• Cancellation by customer: Refund minus cancellation fee based on advance notice
• Cancellation by Hicifelt: Full refund or alternative service date
• Service dissatisfaction: Partial refund based on extent of service provided
• Force majeure: No penalty for cancellations due to circumstances beyond control

5.2 Special Orders

For custom coffee orders and special requests:

• Changes before preparation: Full refund minus any non-refundable deposits
• Preparation began: No refund unless order cannot be completed
• Quality issues: Refund or remake at our discretion

6. How to Request a Refund

6.1 Contact Information

To request a refund, contact us through any of these methods:

6.2 Information Required

When requesting a refund, please provide:

• Order number or receipt
• Date and time of purchase
• Description of the issue
• Your contact information
• Preferred refund method
• Photos (if applicable for defective products)

6.3 Processing Time

Refund processing times:

• In-store refunds: Immediate for cash, 1-2 business days for card payments
• Online refunds: 3-5 business days for credit/debit cards, 5-7 business days for digital wallets
• Bank transfers: 7-10 business days
• Complex cases: Up to 14 business days

7. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Cards: Refunded to the original card
• Cash: Cash refund or store credit
• Digital Wallets: Refunded to the original payment method
• Bank Transfer: Refunded to the original account

8. Exceptions and Limitations

8.1 Non-Refundable Items

The following items are generally not eligible for refund:

• Consumed beverages beyond reasonable complaint window
• Custom orders once preparation has begun
• Perishable items after 24 hours
• Items damaged due to customer misuse
• Partial refunds for catering services after event completion

8.2 Partial Refunds

Partial refunds may apply for:

• Multiple item orders where only some items are defective
• Catering services where part of the service was unsatisfactory
• Online orders with shipping issues for partial delivery

9. Quality Guarantee

We guarantee the quality of our products and services:

• Coffee freshness: Beans roasted within 7 days of sale
• Brewing quality: Consistent preparation standards for all beverages
• Customer service: Professional and courteous service at all times
• Food safety: Compliance with all applicable health and safety standards

10. Dispute Resolution

If you are not satisfied with our refund decision:

• First step: Speak with our manager in person or request escalation
• Second step: Provide written detailed explanation of your concern
• Final step: Resolution through mutual agreement or legal channels if necessary

11. Policy Changes

We may update this Refund Policy from time to time. Changes will be:

• Posted on our website with updated "Last updated" date
• Effective immediately unless otherwise specified
• Applied to all future purchases and transactions

12. Legal Compliance

This Refund Policy complies with:

• Consumer Protection Act, 2019 (India)
• Information Technology Act, 2000
• Food Safety and Standards Authority of India (FSSAI) regulations
• Any applicable state and local laws

13. Contact for Questions

If you have questions about this Refund Policy or need assistance with a refund request:

14. Documentation

We maintain records of all refund requests for:

• Quality improvement purposes
• Legal compliance and audit requirements
• Customer service enhancement
• Statistical analysis and reporting