Before it is made
You can cancel an online order yourself, from the order page, at any time before it is paid for. Nothing is charged, and any points or voucher you used are put straight back.
Once it is paid for, the kitchen has usually started. Ask us through the message box on the order and we will cancel it if we can.
If something is wrong with your order
Tell us the same day, through the message box on your order, at the counter, or on 0926 916 0424.
Send a photograph with it. A picture of the wrong item, the damage, or the state the order arrived in is what lets us agree a refund quickly instead of asking you questions you have already answered. Take it before anything is thrown away.
If an item is wrong, missing, or not of the quality it should be, you choose: we remake it, or we refund that item. We still do not ask you to carry food back to the shop — the photograph is there so you do not have to.
Where only part of an order was wrong, the refund is for that part. The rest of the order stands.
Changes of mind
Food and drink made to order cannot be resold, so we do not refund an order simply because it is no longer wanted once it has been made. This is the one case where we will say no, and it is why cancelling early matters.
Unopened retail items — beans, merchandise — can be returned within seven days in the condition they were sold in.
How a refund actually works
There are four steps and you can see which one you are on from your order page.
- You ask, and you send the photo. From the order page, at the counter, or by phone. You give a reason — it helps us stop the same thing happening again.
- A person reviews it. Not a rule and not a script: a supervisor or the owner looks at the order and decides. If we decline, you are told why.
- We ask where to send it. For anything not paid in cash we need the account name and number to send it back to. We ask only when a refund has been approved, and we use it only to send that money.
- We send it and record the reference. The order page shows it as completed, with the reference we used.
How long it takes
Cash at the counter: immediately, from the till.
GCash, bank transfer and other e-wallet payments: we send it within three working days of approving it. How long it then takes to appear is up to your bank or wallet, and is usually same-day.
Card payments: we refund through the payment provider, and the bank puts it back on the card. Banks typically take five to ten working days and that part is outside our control.
If a refund is approved and you have heard nothing after five working days, chase us. Something has gone wrong at our end and we would rather know.
Points and vouchers
Points you spent on a refunded order are returned to your account, not paid out in money.
A voucher used on a refunded order is made available again. A voucher that had already expired at the time of the order is not reissued.
Points you earned on an order that is later refunded are taken back off, because the order that earned them did not stand.
Delivery fees
If the fault is ours — wrong order, never arrived, arrived unusable — the delivery fee is refunded with the order.
If you cancel after a rider has been booked, or nobody is at the address given, we may keep the delivery fee, because the courier charges us for that trip either way.
If you are not happy with our answer
Email main.thecoffeerealm@gmail.com and ask for it to be looked at again by the owner.
If you are still not satisfied, you can take it to the Department of Trade and Industry, which handles consumer complaints in the Philippines. Nothing in this policy takes away any right you have under the Consumer Act of the Philippines (RA 7394).