A straightforward approach when your coffee order needs another look.
Last updated November 7, 2026
Tell us about the problem
If a drink is missing, incorrect, damaged or not prepared as ordered, tell the team as soon as you notice. Include your receipt or order reference, what happened and a photograph when helpful. We will review the issue and explain the available resolution.
Remakes and refunds
For an issue with preparation or the item supplied, we may offer a remake, replacement or refund as appropriate. The right solution depends on what happened and any rights you have under applicable consumer law. You do not need to accept a replacement where the law entitles you to another remedy.
Change of mind
Coffee is prepared to order and is perishable. A change-of-mind refund may not be available after preparation has started. If you contact us before preparation begins, we will try to cancel or adjust the order. This does not affect rights relating to faulty or incorrectly supplied products.
Unavailable items and cancellations
If an accepted order cannot be fulfilled, we will explain the options. You can choose an agreed alternative or a refund for the unavailable item. We will not substitute a different drink or charge you extra without your agreement.
How approved refunds are returned
Approved refunds are returned to the original payment method where possible. Your payment provider determines when funds appear in your account. We will confirm when a refund has been initiated and help you trace it if needed.
Contact and demonstration
For an actual order, contact the café that fulfilled it with your purchase details. The example address hello@stillgrove.example is not monitored. Stillgrove is a fictional template, so this demonstration processes no payments and cannot issue refunds. Buttons open Stripe’s public website for illustration only.