Refund policy

Ben’s Bubble Tea: Quality Guarantee & Refund Policy
We want you to love every sip of your Ben’s. Since our drinks are fresh and made for immediate enjoyment, our policy is designed to fix issues on the spot so you can get back to your day. 🧋💙

1. The Make It Right Guarantee
If your drink is defective (like hard pearls or a spoiled taste), we want to Make It Right immediately.

Fresh Replacement: We will provide an immediate replacement for any defective drink. This is the fastest way to get your fix! Our team will jump on your new order to get it perfect.

Timing: You must notify our staff while you are still at the shop or within 1 hour of purchase.

The Drink: To qualify for a replacement, the cup must be at least half-full. We cannot replace drinks that have been finished or substantially consumed.

Proof: The physical product is usually enough, but our staff is required to ask for a slip or bank notification if they cannot personally verify your order time.

2. Wait Times
We handcraft every drink to order. During busy times, there might be a bit of a wait. We only offer refunds for wait times if your order has not been received within 30 minutes of purchase. If we expect a longer wait, our team will let you know before you pay.

3. Refunds
We always prefer to remake your drink on the spot. If you would prefer a refund for a defective product or a wait time exceeding 30 minutes, our store staff do not handle cash or card reversals directly.

Step 1: Staff Verification: You must show the drink (for quality issues) or your slip (for wait times) to our staff in-store. They need to confirm the issue and check the time of the order.

Step 2: Proof of Return: Once verified, the staff will give you a "Proof of Return" card.

Step 3: Email Head Office: To get paid back, email a photo of your Proof of Return card along with your slip or bank notification to caitlin@bensbubbletea.co.za.

Step 4: Processing: Head office will process the payment. It usually takes 3 to 7 business days to reflect in your account.

4. Changes & Custom Drinks
Because your Bubble Tea is custom-made and perishable, we don’t offer replacements or refunds for change of mind. This includes not liking a flavor you chose or picking the wrong sugar and ice levels.

5. Uber Eats & Mr D
We don't run our own deliveries. Any issues with spills or late arrivals must be reported through the Uber or Mr D app. We are not authorized to refund these transactions in-store or through our head office.

6. Chat With Us
If you had a great experience with friends or family, I’d love to hear about it. For any feedback or to finalize a refund claim, reach out at caitlin@bensbubbletea.co.za.