Refund & Returns Policy
At Scrum Coffee, we want every order to be one you enjoy. If something isn’t right, we’re here to help. This policy explains when and how refunds and returns work across our in-store orders, packaged goods, pre-orders, and deliveries. By ordering with us, you agree to the terms below.
Last Updated: 23/06/2026
In-Store Orders
If there’s a genuine quality issue with your food or drink, for example, if it is served cold when it should be hot, undercooked, stale, or prepared incorrectly, please inform our team immediately while you are still with us. We will gladly remake the item or provide a refund where appropriate.
Please note the difference between a quality issue and a matter of personal taste. If an item has been prepared correctly and as described but simply does not suit your personal preference, we are unable to offer a refund. If you are unsure what to order, our team will be happy to provide recommendations.
Packaged Goods
For sealed packaged products, including coffee beans and retail merchandise, returns may be accepted within 3 days of purchase, provided the items remain unopened, unused, and in their original condition, and proof of purchase is provided.
For hygiene and food safety reasons, opened or used packaged goods cannot be returned unless they are defective or faulty.
Pre-Orders
Pre-orders may be cancelled for a full refund up to 24 hours before the scheduled collection or delivery time.
Cancellations made less than 24 hours before collection or delivery may not be eligible for a refund, as preparation and resource allocation may already have commenced.
Delivery Orders
We want every delivery to arrive exactly as intended. If your order is missing items, contains incorrect items, or arrives damaged or in poor condition, please contact us within 2 hours of receiving your order and provide photographs where possible.
This allows us to investigate the issue promptly and, where appropriate, arrange a replacement or refund. Requests submitted after this period may be difficult to verify and may not qualify for a refund.
How Refunds Are Processed
Once a refund request has been reviewed and approved:
- Cash payments will be refunded in cash at our store location.
- Card and digital payments will be refunded to the original payment method used during purchase. Depending on your bank or payment provider, refunds may take approximately 5–7 business daysto appear in your account.
We will notify you once your refund has been processed.
Getting In Touch
If you would like to request a refund or return, or if you have any questions regarding this policy, please contact us and we will do our best to assist you.
Phone / WhatsApp: +92 322 3021999
Email: Hello@scrumcoffee.com
Location: Lahore, Pakistan
Scrum Coffee reserves the right to update or amend this policy from time to time. Any changes will be reflected on this page and indicated by the updated revision date above.