Because our drinks and food are freshly prepared for every order, we handle cancellations and refunds as follows.
1. Cancelling an order
- You can cancel free of charge while your order is still pending (before the branch confirms it). Please contact the branch or our customer service as soon as possible.
- Once the branch has confirmed your order and started preparing it, it can no longer be cancelled.
- If we cancel your order (for example because an item is unavailable or the branch is closed), you will receive a full refund.
2. When you can get a refund
- You received the wrong item, or an item is missing from your order.
- The item has a quality problem (for example it was spilled or damaged before reaching you).
- You were charged more than once for the same order.
Please contact us within 24 hours of receiving your order, with your order number and, where possible, a photo. Depending on the case, we will offer a replacement, store credit or a refund.
3. When refunds are not possible
- Change of mind after the order has been prepared.
- Orders not collected, or deliveries that failed because of an incorrect address or no one being available.
- Personal taste preferences for items prepared as described on the menu.
4. How refunds are paid
- Card payments are refunded to the same card. The refund is usually visible within 5–14 business days, depending on your bank.
- Cash payments are refunded in cash at the branch or as store credit.
- Delivery fees are refunded when the whole order is refunded because of our mistake.
- Coupons used on a refunded order are not reissued unless we cancelled the order.
5. Contact us
For cancellations or refund requests, please contact us with your order number:
Email: hello@12senses.coffee
Phone: (206) 555-0100