Satisfaction Guarantee
Who’s Brew is a marketplace. Returns, refunds, replacements, and cancellations are owned and fulfilled by the independent roaster or tea house that sold the product. Each maker sets and enforces their own policies, and your case is handled directly with them. Who’s Brew provides the reporting tool that routes your case to the correct maker, and only intervenes in narrow circumstances described below.
Who handles your return or refund
Every product on Who’s Brew is sold and shipped by an independent maker. That maker is the merchant of record for fulfillment purposes and is solely responsible for honoring their published return, refund, replacement, exchange, and cancellation policies. Who’s Brew is not a party to that policy and does not guarantee any specific outcome.
How to start a case
Open the order in your dashboard and use Report a Problem on the affected item. The case is delivered to the maker, who is expected to respond within their published handling window. You communicate with the maker through the case thread until the matter is resolved.
- Pick a reason (damaged, incorrect, missing, never shipped, freshness, tracking, other)
- Attach photos or documentation where relevant
- Correspond with the maker inside the case thread
- Resolution is logged in your order history
When Who’s Brew may step in
Who’s Brew is not responsible for resolving disputes between customers and makers, and does not guarantee refunds or replacements. As a courtesy, Who’s Brew may review and assist with a case only in narrow, substantiated circumstances:
- The maker fails to respond to a properly submitted case within their published response window
- The marketplace identifies a clear policy or platform-rule violation by the maker
- There is documented evidence of fraud, billing error caused by the platform, or non-fulfillment
- Repeated, substantiated failures by a maker that fall below marketplace standards
What is not covered
The following are at the maker’s sole discretion under their own policy and are not subject to platform intervention:
- Personal taste preference where the product matched its listing
- Incorrect shipping address provided at checkout
- Carrier delays, mishandling, or loss after the maker tendered the package
- Perishable items left undelivered, unopened, or improperly stored after delivery
- Cancellation requests submitted after the maker has fulfilled or shipped the order
- Disputes already resolved or closed between you and the maker
Frequently Asked Questions
Does Who’s Brew issue refunds?
No. Refunds, replacements, and cancellations are issued by the independent maker who sold and fulfilled the product, in accordance with their own published policies. Who’s Brew provides the reporting and messaging tools that connect you to that maker.
How long does the maker have to respond?
Each maker publishes a response window on their storefront, typically 1–2 business days for standard issues. If they fail to respond inside that window, you may request that Who’s Brew review the case.
Can Who’s Brew override the roaster’s policy?
No. Each maker’s return, refund, and cancellation policy governs their own orders. Who’s Brew may, at its sole discretion, intervene in narrow circumstances such as non-response, documented fraud, or a clear violation of marketplace standards.
How do I cancel an order?
Cancellations are handled by the maker. Use Report a Problem on the order item, select Cancellation Request, and the maker will confirm whether cancellation is possible based on their fulfillment status and policy.
How do I open a case?
Go to your dashboard, open the order, click Report a Problem on the affected item, choose a reason, and attach photos if relevant. The case is routed to the maker automatically.