Refund & Return Policy

We serve freshly prepared food and drink. Because these items are perishable and made to order, they cannot be returned in the ordinary sense, so this policy sets out when we remake an item and when we refund it.

Something wrong with your order. If an item is incorrect, incomplete, cold on collection, or not to the standard you expect, tell the counter or contact support within 24 hours of collection. We will remake it free of charge, or refund it in full if you'd rather not wait.

Cancelling. Cancel free of charge in the app until the outlet marks your order as being prepared. After that we may already have made the item and cannot guarantee a refund. Scheduled pre-orders can be cancelled free up to one hour before the collection slot.

Uncollected orders. Orders are held at the counter for 30 minutes after being marked ready. Food safety means we cannot keep them longer, and uncollected orders are not automatically refunded, contact us if circumstances stopped you collecting and we will review it.

Payment failures and duplicate charges. If you were charged for an order that was never placed, or charged twice, we refund the full amount. Card refunds reach the original card within 3–10 working days depending on your bank; cash payments are refunded in cash at the outlet.

Retail goods. Sealed items (beans, merchandise, equipment) may be returned unopened and undamaged within 14 days with proof of purchase for a full refund or exchange. Opened coffee can be exchanged if the beans are faulty or stale on arrival. Gift cards are non-refundable but transferable.

Allergies. Our kitchens handle milk, nuts, gluten, soy, egg and sesame, so we cannot guarantee any item is free of traces. Always tell staff about an allergy before ordering; we refund in full any order that could not be made safely for you.

How to request a refund. Ask at the counter, use Help on the order in the app, or email hello@concon.group with your order number. We acknowledge within one working day and resolve within five. This policy does not affect your statutory rights as a consumer under Sri Lankan law.