Refunds & Returns Policy

Ten15 Foods and Beverages — Returns and Refunds Policy
Last updated: October 2026

We want you to enjoy your coffee. If something is wrong with your order, we will put it right. This policy explains how order confirmation and cancellation work, what happens if an item arrives damaged, and when you are refunded.

1. Order confirmation and cancellation

  • After you place an order, we send you a WhatsApp message to confirm it. We ship your order only after you confirm.
  • If we don't hear back within 48 hours, we cancel the order. If you had already paid by card or online, we refund the full amount (section 5).
  • Cash on delivery orders: you can cancel any time before dispatch by messaging us on WhatsApp. Nothing is charged.
  • Card or online payment orders: you can cancel before the order is dispatched by messaging us on WhatsApp (+92 331 8883615) with your order number. We refund the full amount (section 5). Once an order has been dispatched, it can't be cancelled.
  • We may cancel an order if an item is out of stock, an error in price or product information is found, or payment can't be verified. We will tell you on WhatsApp and refund any amount you paid.

2. Delivery Delivery takes 3 to 7 working days from the time you confirm your order, depending on your location. See our Shipping Policy.

3. Damaged, defective, incorrect or incomplete items Please check your parcel when it arrives. If an item is damaged, defective, incorrect or incomplete, message us on WhatsApp within 72 hours of delivery with:

  • your order number
  • a clear photo or short video of the item and its packaging, including the outer parcel and shipping label

Once we confirm the problem, we will replace the item at no extra cost to you, including delivery.

We may ask you to send the item back so we can inspect it. If we do, you pay the return shipping. If the item is confirmed faulty, we refund you the return shipping cost along with sending your replacement. If it turns out not to be faulty, we don't refund it.

4. What we can't accept For hygiene and food-safety reasons we do not accept change-of-mind returns on food and beverage products, opened or unopened. We can't cover items damaged after delivery by misuse or incorrect storage.

5. Refunds

  • Our remedy for a damaged, defective, incorrect or incomplete item is a replacement (section 3).
  • We refund your original payment method in full if:
    • you cancel a card or online order before dispatch;
    • we cancel your order (section 1);
    • we can't deliver your order, or can't replace a faulty item;
    • you were charged twice, or charged for an order that failed.
  • Refunds are processed within 7 working days of approval. Your bank or card issuer may take a few more days to show it.

6. Promotional and sale orders (final sale) Orders placed with a promotional discount code or during a limited-time sale (for example a New Year sale) are final sale. They are not eligible for a refund after dispatch. This does not apply to our regular bundle prices.

  • Final-sale orders can still be cancelled before dispatch (section 1).
  • Damaged, defective, incorrect or incomplete items are still replaced (section 3).
  • We will still refund you if we cancel the order, can't deliver it, can't replace a faulty item, or charged you in error (section 5).

7. Refused or undeliverable parcels If a parcel is refused or can't be delivered after repeated attempts, we contact you on WhatsApp to arrange redelivery. The delivery charge for a failed delivery may be deducted from any refund.

8. Contact WhatsApp (text support, 24 hours): +92 331 8883615. Phone call support: 11 am to 11 pm, +92 331 8883615 

Ten15 Foods and Beverages, Parsa Tower, Shahrah-e-Faisal, Karachi, Pakistan