Refund & Satisfaction Policy
Last updated: August 08, 2025
BOPOMOFO CAFE
Refund & Satisfaction Policy
At BOPOMOFO Cafe, we are committed to creating exceptional experiences through thoughtfully crafted food, drinks and hospitality. While we hope every visit meets or exceeds expectations, we understand that issues may occasionally arise. This policy outlines how we handle guest concerns, refunds, and product-related inquiries.
Beverage Satisfaction Guarantee
We take pride in crafting every drink with care and intention, and we want you to enjoy your experience from the first sip. If your beverage isn’t quite right, please let us know–we’re happy to make it right.
Paying guests may request a complimentary adjustment or one-time remake if a drink does not meet their expectations.
Refunds or one-time remakes are issued at the discretion of store management, and we kindly ask for your understanding as our drinks are handcrafted and taste preferences can vary.
Food Refunds & Replacements
Our kitchen prepared every item fresh and with care. While we hope every order meets your expectations, we understand things may occasionally not be your liking.
Refunds or replacements for food menu items may be considered only under the following conditions:
There was a clear staff error in preparing your order (ex: wrong items, incorrect modification, or missing item).
There is a verifiable product quality issue (ex: undercooked, spoiled, or containing a foreign object), and the issue is reported immediately–Either at the time of service, upon pick up or within 24 hours from receiving your order.
To help us resolve concerns quickly:
Please present the original item when possible,
For Order Ahead and Take-Out orders, photo documentation may be requested.
Refunds will not be granted for:,
Items that have been consumed more than 50%,
Guest ordering errors (ex: ordering the wrong items or forgetting a customization),
Delays or dissatisfaction related to third-party delivery partners
All resolutions are subject to store management’s discretion, and we appreciate your understanding as we aim to be both fair and consistent.
Wrong Pickup Location or Mobile Order Errors
We understand that mistakes happen, especially when placing mobile or online orders. However, please double-check that you’ve selected the correct pick-up location before submitting your order, as this ensures the best experience for both you and our team.
If an order is placed to the wrong pickup location, here’s how to handle it:
If preparation for your order has not yet started, we will do our best to cancel and refund your order.
If your order has already entered production, it is not eligible for a refund, as all food and drinks are made to order and cannot be resold.
In some cases, we may offer issue store credit as a gesture of goodwill–subject to store capacity and management discretion.
Please note that when an order is fulfilled at one store but never picked up, the food and drinks are still paid for, and labor and ingredients have already been used, so we appreciate your understanding in these situations.
If you believe you’ve selected the wrong location after placing an order, please contact the store immediately by emailing us hello@bopomofocafe.com or sending us a Message through your order confirmation text.
Order Ahead Cancellations (Mobile & Online) shopbopomofo.com
We understand plans change and we’ll always do our best to accommodate. However, due to the made-to-order nature of our food and drinks, cancellations must be made promptly. If you need to cancel your order:
Cancellations must be requested within 10 minutes of placing your order to be eligible for a full refund.
Once preparation has begun, we are unable to cancel or refund your order.
You will receive a confirmation email once you’ve checked out of your order, you must message us to submit a cancellation request or email us hello@bopomofocafe.com within 10 minutes to be eligible for a refund. This ensures your message reaches the appropriate team as quickly as possible.
You will receive a confirmation email once you’ve checked out of your order. To request a cancellation and be eligible for a refund, please contact us within 10 minutes by sending a text message to the order confirmation text or emailing hello@bopomofocafe.com. This helps ensure your request is directed to the right team promptly.
All cancellation requests are reviewed on a case-by-case basis, and refunds are issued at the store level based on the timing and status of the order.
Merchandise Policy
All merchandise purchases are final sale. We do not offer returns, exchanges, or refunds on any merchandise items. Guests are encouraged to thoroughly review their order before finalizing the purchase to ensure satisfaction. In the rare case of a manufacturing defect, please contact us immediately, and we will evaluate the issue on an individual basis. By completing your purchase, you acknowledge and accept these terms. We appreciate your understanding.
Gift Cards
All gift card purchases are final sale. Gift cards may not be refunded, redeemed for cash (except where required by law), or replaced if lost, stolen, damaged, or used without authorization.
Please treat gift cards like cash. We are not responsible for lost or misplaced cards, including digital versions.
Gift cards may only be used for eligible purchases at participating BOPOMOFO CAFE locations and may not be applied toward third-party delivery orders, catering, or online merchandise unless otherwise stated.
If you experience any issues with a gift card purchase, please contact us at hello@bopomofocafe.com within 7 days with proof of transaction so we may better assist you. All resolutions are subject to a full review where necessary.
Policy Limitations & Misuse
While we strive to offer fair and reasonable solutions when issues arise, BOPOMOFO CAFE reserves the right to refuse, limit, or revoke refunds, remakes, credits, or other guest accommodations at any time and for any reasons, at the sole discretion of our management team and guest experience team members.
We are committed to ensuring that our policies are used in good faith and in the spirit of hospitality. However, we reserve the right to take action in cases where policies are suspected to be misused, manipulated, or abused. Situations that must result in the denial of future refund or remake requests include, but are not limited to:
Excessive or Repeated requests for refunds, remakes, or credits over time,
Attempts to obtain compensation for items that were consumed or discarded,
Inaccurate or incomplete claims made to our team or to third-party platforms,
Attempts to bypass Order System Policies, such as location-specific limitations or cancellations,
Threatening, aggressive, or abusive behavior toward staff in connection with a refund or issue resolution.
Guests who engage in consistent misuse of our policies may be denied future compensation, and in rare cases, may be refused service.
We appreciate your understanding as we work to protect the integrity of our service for all guests and team members.