RETURN AND REFUND POLICY

Everything we sell is freshly prepared and perishable, so we can't accept returns of food or drinks the way a shop returns an unopened product. Instead we fix problems by remaking the item or refunding it, as set out below. This does not affect your rights under the Consumer Act of the Philippines (RA 7394).

We'll put things right if:

• you received the wrong item, or an item is missing;
• your order arrived in poor condition (spilled, badly damaged, or not at a safe temperature);
• there is a genuine quality problem with what we served;
• we cancelled or could not fulfil your order after you had already paid;
• you were charged twice for the same order, or charged for an order that never went through.

For a wrong or missing item we'll normally remake it or refund that item. Where the whole order is affected, we refund the whole order, including the delivery fee.

We generally can't refund an order when:

• it was made correctly and you simply changed your mind, or didn't like the taste;
• the item was customised exactly as you requested;
• you gave us an incomplete or wrong delivery address, or couldn't be reached when our rider arrived;
• a pickup order wasn't collected during our operating hours;
• the problem is reported well outside the window in the next section and we can no longer verify it.

Contact us within 2 hours of collecting or receiving your order. Please have your order code (for example ZB-XXXXXX) ready, tell us what went wrong, and send a photo if the item was damaged or incorrect. It helps us sort it out in one message.

• Email zombeanscoffee@gmail.com
• Phone 0918 605 6360
• Facebook @ZombeansOfficial
• In person at the counter, Mon-Fri 8 AM - 8 PM · Sat-Sun 8 AM - 9 PM

Refunds go back to the method you paid with. Cash orders are refunded in cash at the store. Orders paid online are refunded through PayMongo to the same card or e-wallet. We can't redirect a refund to a different account.

Once we approve a refund we submit it immediately. Your bank or wallet provider then takes 5 to 10 banking days to post it to your account. That last step is out of our hands.

If you'd rather have store credit or a replacement drink on your next visit, just say so. We're happy to do that instead.

You can cancel free of charge any time before we start preparing your order. Call us straight away and we'll stop it. Once preparation has started we usually can't cancel, because the food is already made.

Online orders that go unpaid past the window shown at checkout are released automatically. Nothing is charged, and you're free to order again.

If you're unhappy with an order, a charge, or how a refund was handled, here's the path:

1. 1. Tell us. Email zombeanscoffee@gmail.com with your order code and what happened. We aim to acknowledge every complaint within 1 business day.
2. 2. We investigate. We check the order record, the payment record, and where relevant the rider's delivery log, then come back to you with a decision and the reason for it. Most cases are closed within a few days.
3. 3. Escalate to the owner. If our answer doesn't resolve it, reply and ask for the matter to be escalated. The owner reviews it personally and gives you a final written response.
4. 4. Your payment provider. For a disputed online charge, you can also raise it with your card issuer or e-wallet provider. We'll cooperate fully with any information they request from us.
5. 5. Outside help. You retain the right to bring the matter to the Department of Trade and Industry under the Consumer Act of the Philippines, or to the National Privacy Commission if it concerns your personal data.

We'd much rather fix it directly. Nothing here stops you from exercising any legal right you have.

See also our Terms and Conditions and Privacy Policy.