Refund Policy

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Refund Policy

Refund requests are available before preparation starts, with exceptions reviewed by staff.

Paid orders can request a refund only before store staff starts preparation. Wallet payments are returned to wallet balance after approval. KBZPay, MMQR, or other online payment refunds are reviewed by staff and normally handled manually within one business day after approval. Cash orders that have not been paid do not require a refund; if cash has already been collected, staff must verify the handover before completing the refund record. After preparation starts, refunds are normally not available unless Denu Coffee confirms a wrong item, missing item, serious quality issue, duplicate charge, failed delivery caused by store or rider operations, or another approved exception. Delivery fees, coupons, and member discounts may be adjusted according to the actual order and refund result. Approved refunds may require customer contact, payment proof, and order verification.