Refund policy

Refund and Returns Policy

This policy covers orders placed on franniescoffee.com, sold by The Vermilion Fork Restaurant Group Ltd. dba Frannie's Coffee. Purchases made in our cafés in Kelowna and Princeton are handled in person. Just talk to the team.

Apparel (t-shirts and hoodies)
Our apparel is printed to order, so each piece is made just for you. Because of that, we can't accept returns or exchanges for change of mind, or if the wrong size or colour was ordered. Please check the size chart on each product page before ordering.

We will replace or refund apparel only if it arrives:
- misprinted (wrong design, colour or size compared with what you ordered, or a clear print defect), or
- damaged or faulty.

Coffee
Coffee cannot be returned, whether the bag is opened or unopened. If your coffee arrives damaged, leaking or not as ordered, email us and we'll replace it or refund you.

Gift cards
Physical gift cards are non-returnable and have no cash value, except where the law requires otherwise.

How to report a problem
Email sip@franniescoffee.com or call +1 604-319-3133 within 30 days of delivery with:
- your order number,
- a photo of the problem (and of the shipping label, if the package was damaged), and
- whether you'd like a replacement or a refund.

We'll reply within 2 business days. For misprinted or damaged items, you don't need to send anything back unless we ask.

Refunds
Approved refunds go back to your original payment method. Your bank may take a few business days to show the credit. If your whole order arrived misprinted, damaged or wrong, we'll also refund the shipping.

Lost or late orders
If tracking shows no movement for 10 business days, or your order hasn't arrived 30 days after it shipped, email us and we'll sort it out with the carrier.