Introduction

At Intellcentre Coffee Shop, customer satisfaction is our top priority. We believe in delivering the finest quality coffee beans, beverages, and accessories. In rare instances where a customer may be dissatisfied with a purchase, we aim to resolve the issue in a fair and transparent manner. This Refund and Dispute Policy outlines the procedures for refund requests, handling disputes, and how our customers can resolve any concerns regarding their purchases.

This policy applies to all purchases made from Intellcentre Coffee Shop, both in-store and online. By purchasing our products, you agree to the terms outlined in this document.

1. Refund Policy

We understand that sometimes, situations arise where a refund may be necessary. Our refund policy is designed to be clear and fair for all our customers.

1.1 Eligibility for Refunds

A refund may be requested under the following conditions:

  • Faulty or Defective Products: If a product you purchased is found to be faulty or defective at the time of delivery or purchase, we will issue a refund or replacement at your discretion.
  • Incorrect Orders: If you receive a product that is not as described or is different from what you ordered, we will offer a refund or exchange.
  • Damaged Products: If your order arrives damaged due to shipping or handling, we will process a refund or replacement once we confirm the issue.
  • Non-Consumable Goods: For products such as coffee accessories, cups, or other merchandise, refunds will be processed only if the product is unopened and unused.
  • Return Window: Refund requests must be made within 14 days of the purchase date. Refunds will only be considered if the product is returned in its original, unused, and unopened condition (unless defective).

1.2 Non-Refundable Items

The following items are non-refundable:

  • Coffee Beans: Once the coffee beans have been opened or consumed, they cannot be refunded, as they are perishable products.
  • Beverages: Drinks that have been prepared and consumed cannot be refunded.
  • Discounted or Sale Items: Products purchased on sale or with discounts are typically non-refundable, except in cases of defects or incorrect items being delivered.
  • Gift Cards: Gift cards are non-refundable.

1.3 Refund Methods

Once a refund is processed, the amount will be refunded to the original payment method used for the purchase. The refund process may take 5-7 business days, depending on your payment provider or bank.

If you made your purchase in-store and paid with cash, the refund will be processed in cash at the store. Refunds for online purchases will be credited back to the same card or payment method used.

2. Dispute Resolution

In the event of a dispute between you and Intellcentre Coffee Shop, we aim to resolve the issue fairly and promptly. We value our customers and aim to ensure that any concerns are handled with respect and transparency.

2.1 Disputing a Charge

If you believe that you have been wrongly charged or that there is an error with your payment, we recommend taking the following steps:

  1. Contact Us: Immediately reach out to our customer service team by emailing support@intellcentre.info . Please include all relevant details of the transaction, including your order number, date of purchase, and description of the issue.
  2. Provide Evidence: If applicable, provide evidence to support your claim (e.g., receipts, order confirmation emails, or photographs of damaged products).
  3. Investigation: Our team will review the situation and conduct a thorough investigation. If we confirm an error in the charge, we will process a full or partial refund depending on the situation.

2.2 Resolution Process

  • Initial Review: Upon receiving your complaint or dispute, we will acknowledge your claim within 2 business days. We will review your case thoroughly to determine the cause of the dispute.
  • Resolution Offer: If we find that the charge was incorrect, faulty, or due to another valid reason, we will offer a refund, replacement, or store credit as appropriate.
  • Final Decision: If the dispute is resolved in your favor, we will ensure that the agreed solution is implemented, and you will receive your refund or compensation promptly.
  • Escalation: If the issue remains unresolved after we have offered a resolution, we will provide you with an option to escalate the dispute to a third-party mediator, such as an arbitration service, for final resolution.

2.3 Handling Complaints

If your issue is not related to a refund but concerns product quality, customer service, or any other aspect of our business, please follow these steps:

  1. File a Formal Complaint: You can submit a formal complaint to complaints@intellcentre.info.
  2. Review Process: We will acknowledge your complaint within 2 business days and aim to provide a solution within 5 business days.
  3. Resolution: We will either resolve the complaint directly or offer compensation, such as store credit or a free replacement product, where appropriate.

3. Return Process for Refunds

If you are eligible for a refund and need to return a product, the following steps should be followed:

3.1 In-Store Return Process

  1. Visit Our Store: Bring the item, along with your receipt or proof of purchase, to Intellcentre Coffee Shop.
  2. Inspect the Product: Our staff will inspect the item to ensure it meets the return criteria (unused, unopened, or defective).
  3. Refund Processing: If the return is approved, the refund will be processed immediately. For in-store purchases made with a credit card or debit card, the refund will be issued to the same card. If paid in cash, a cash refund will be provided.

3.2 Online Return Process

  1. Contact Us: To initiate a return for an online purchase, please email returns@intellcentre.info within 14 days of receiving your order.
  2. Return Authorization: We will provide you with a return authorization number (RAN), which must be included with the returned package.
  3. Return Shipping: The cost of returning the product is the responsibility of the customer, unless the item is defective or damaged during shipping.
  4. Return Review: Once we receive the returned item, our team will review it to confirm that it is in the same condition as when it was sold.
  5. Refund Processing: After the return is verified, we will process your refund to the original payment method. Refunds typically take 5-7 business days to reflect in your account.

4. Customer Rights

As a customer of Intellcentre Coffee Shop, you have the right to:

  • Request a refund or exchange if the product is faulty, defective, or not as described.
  • Dispute any incorrect charges and receive a fair resolution.
  • Receive transparent and timely communication from our customer service team.
  • Contact an independent mediator if the dispute cannot be resolved directly with us.

We aim to provide the highest level of service and transparency to our customers. If you have any concerns or require further information regarding our Refund and Dispute Policy, please do not hesitate to contact us.

5. Contact Information

For any questions, refund requests, or disputes, please contact us:

Our team is here to assist you and ensure that your experience with Intellcentre Coffee Shop is positive and enjoyable.