Satisfaction Guarantee
Who’s Brew is a marketplace that connects customers with independent roasters and tea providers. Each roaster is responsible for fulfilling their own orders and handling product-specific issues. This page describes the process for reviewing and resolving order issues, what is generally covered, and what is determined by each roaster’s own policy.
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How order issues are handled
Every product on Who’s Brew is sold and shipped by an independent roaster or tea provider. That roaster is responsible for fulfilling their own orders and handling product-specific issues, including returns, refunds, replacements, exchanges, and cancellations under their own published policies. Who’s Brew provides the reporting tools that connect customers to the correct roaster and may coordinate when additional support is needed.
Issues generally covered
The following order issues are generally covered for review under each roaster’s policy:
- Incorrect items
- Damaged products
- Missing items
- Fulfillment errors
Exclusions
The following are determined by the roaster’s own policy and are not handled by Who’s Brew directly:
- Taste preference dissatisfaction is generally not covered unless specified by the roaster
- Return and refund policies vary by roaster
- Carrier delays, mishandling, or loss after the roaster tendered the package
- Incorrect shipping address provided at checkout
- Cancellation requests submitted after the roaster has fulfilled or shipped the order
How to resolve an order issue
Follow this process if there is an issue with your order:
- Review your order details in your dashboard
- Contact the roaster directly through the order or storefront
- Provide your order number and a description of the issue
- Follow the roaster’s policy for returns, refunds, replacements, or exchanges
- Contact Who’s Brew if additional coordination is needed
Frequently Asked Questions
Does Who’s Brew issue refunds?
Refunds, replacements, and cancellations are issued by the independent roaster who sold and fulfilled the product, under their own published policies. Who’s Brew provides the reporting and messaging tools that connect customers to the correct roaster.
What if the roaster does not respond?
Contact Who’s Brew if additional coordination is needed. The platform can review the order details and help connect you with the roaster when a case has not received a response in a reasonable window.
Can Who’s Brew override a roaster’s policy?
No. Each roaster’s return, refund, and cancellation policy governs their own orders. Who’s Brew does not set or override roaster policies.
How do I cancel an order?
Cancellations are handled by the roaster. Contact the roaster through your order with the order number, and they will confirm whether cancellation is possible based on their fulfillment status and policy.
How do I report an order issue?
Review your order details in your dashboard, contact the roaster with the order number and a description of the issue, and follow the roaster’s policy. Contact Who’s Brew if additional coordination is needed.