Return & Refund Policy

This policy applies to food and drink orders, delivery and pickup issues, duplicate or incorrect charges, and FirstCaffé gift-card purchases. It should be read with our Terms & Conditions.

Food is perishable and cannot normally be returned for resale. A return is therefore not always required before we investigate a quality or fulfilment issue. We may ask you to keep the item, packaging, receipt, or photographs while the request is reviewed.

We will review a replacement, partial refund, full refund, or other fair remedy where the available information shows a service failure such as:

• An accepted order was not delivered or made available for pickup because of an issue within our control.
• An item was missing, materially different from what was ordered, or delivered in a damaged or unsafe condition.
• The food had a serious quality problem when handed over and the issue was reported promptly.
• A confirmed allergy or dietary instruction accepted by us was not followed.
• A duplicate or incorrect payment was captured because of a technical or processing error.
• FirstCaffé cancelled a paid order or accepted your cancellation before preparation began.

A refund will not normally be available where the order was correctly prepared and fulfilled but the issue arose from:

• A change of mind, taste preference, or request to cancel after preparation or fulfilment had started.
• Incorrect contact, address, pickup location, or order details supplied by the customer.
• Failure to receive or collect an order within a reasonable time when we used the details provided.
• An allergy or dietary requirement that was not disclosed before the order was accepted.
• Improper storage, reheating, delayed consumption, tampering, or other handling after delivery or pickup.
• Minor differences in handmade presentation, colour, size, or natural ingredients that do not make the item defective.
• A delay caused by traffic, weather, access restrictions, or another event outside our reasonable control where the order still arrived in acceptable condition.

Contact support immediately if you need to cancel. A cancellation is effective only when FirstCaffé confirms it. We can generally approve cancellation only before the kitchen starts preparation or commits ingredients and before the order enters delivery or pickup fulfilment.

If we accept the cancellation of a paid order, we will reverse or refund the eligible amount. If preparation has started, we may decline the cancellation or limit the remedy to any portion we can still stop.

Contact us as soon as possible through Contact Us or Chat with Support. For a food quality, missing-item, incorrect-item, or delivery-condition issue, please report it within 24 hours of delivery or pickup so that we can investigate while the facts are still clear.

A payment error or non-delivery issue should be reported promptly after you notice it. A later report may still be considered where the delay was reasonable or the law requires a longer period.

• Your order number and the phone number or email used for the order.
• A clear description of what went wrong and which items were affected.
• Photographs of the item, label, packaging, or receipt where relevant.
• Any payment message or transaction reference for a charging issue. Never send your PIN or one-time verification code.

We assess each request using the order record, preparation and handover information, payment status, messages, photographs, and any other relevant evidence. We may ask follow-up questions or arrange collection where inspection is reasonably necessary and safe.

Submitting a request does not automatically guarantee a refund. We will explain the outcome and will not limit any remedy that applicable law requires.

The appropriate remedy depends on the part of the order affected, the seriousness of the issue, availability, and your reasonable preference. It may be a replacement item, correction of the order, partial refund, full refund, store credit, or another agreed solution.

Where only one item or part of an order is affected, the remedy will normally relate to that part rather than the entire order. Delivery fees may be included where the delivery service itself failed or a replacement would otherwise require you to pay twice.

Approved refunds are normally returned through the original payment method. Where that is not technically possible, we will agree another lawful method with you after verifying the customer and transaction.

We aim to initiate an approved refund within five business days. A bank, mobile-money provider, or other payment partner may then need additional processing time, commonly up to ten business days. A pending payment must first reach a final provider status before we can determine whether a refund or reversal is required.

We will not ask for your mobile-money PIN or one-time verification code to process a refund.

A gift card is issued only after its purchase payment succeeds. If payment fails, no card should be issued. If a delivery email fails, the issued balance remains valid and support may resend or reissue the card after verifying the purchase.

Gift cards are normally non-refundable after a valid code has been issued, except where required by law, the purchase was duplicated or incorrect because of our error, or FirstCaffé agrees another remedy. Any amount already redeemed cannot be refunded as unused value.

Rewards points or unlocks connected to a refunded, reversed, fraudulent, or failed transaction may be reversed. Where a reward was spent on an order whose MTN payment later fails, the system should restore the eligible points automatically.

We may refuse or pause a claim that contains false information, altered evidence, repeated abuse, or suspected fraud while we investigate. This does not prevent a genuine customer from raising a complaint or using a lawful dispute process.

Please contact us before opening a payment-provider dispute where practical. A provider dispute may temporarily restrict a related refund while the same transaction is being investigated through another channel.

We may update this policy when our services, payment methods, or legal obligations change. The latest revision date appears at the top of this page. The policy in effect when you placed an order will be considered alongside any rights that apply by law.

To report an issue, use Contact Us or Chat with Support on the FirstCaffé website or app. Include your order number and the details listed above so the team can respond quickly.