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Refund, Exchange & Substitution Policy

Effective Date: 07/02/2025

At Hanna's Inc, we stand behind every product we make and every event we cater. Your satisfaction is our priority, and we've created this policy to ensure you feel confident in every order.

Our Quality Promise

We prepare everything fresh with the finest ingredients and no preservatives. Each order is crafted with care and shipped or delivered at peak freshness. If something isn't right, we'll make it right.

General Policy Overview

Due to the perishable nature of our products and our commitment to freshness, we offer replacements rather than monetary refunds for all food and beverage items. This ensures you receive the quality experience you deserve while allowing us to maintain our small-batch, made-to-order approach.

Product-Specific Policies

Tea & Bean Coffee Products

Damaged or Incorrect Orders:

  • Please inspect your order upon delivery

  • Contact us within 24 hours if you receive damaged or incorrect items

  • Send photos of any damaged products to help us improve our packaging

  • We'll ship a replacement order at no cost to you

Quality Concerns:

  • If you're not satisfied with your coffee's freshness or quality, contact us within 48 hours of delivery

  • We'll send a replacement batch, freshly roasted just for you

  • No need to return the original product

Subscription Adjustments:

  • Coffee Club members can modify their orders up to 5 days before the monthly shipment

  • Pause or cancel subscriptions anytime with 5 days notice

Lulu's Confections Bakery Items

Shipping Damage:

  • We carefully pack every order, but sometimes carriers mishandle packages

  • Report any damage within 24 hours of delivery with photos

  • We'll remake and reship your order immediately

Quality or Freshness Issues:

  • Contact us within 24 hours if items don't meet our high standards

  • We'll arrange for a replacement order to be baked fresh and shipped

  • For local customers, we may offer same-day replacement when possible

Special Orders & Custom Items:

  • Custom decorated items are final sale but covered under our quality guarantee

  • If we make an error in decoration or flavor, we'll remake it correctly

Catering Services

Cancellation Policy:

  • 15+ days before event: Full credit toward future catering services

  • 10 days before event: 55% credit toward future services

  • Less than 48 hours: No credit available due to food purchasing and preparation

Event Day Issues:

  • If we fail to deliver as promised, we'll work with you to make it right

  • This may include partial or full credit toward future services

  • Emergency substitutions may be made for ingredient availability

Weather & Acts of God:

  • For events cancelled due to severe weather or emergencies, we'll work with you to reschedule

  • Credits don't expire and can be applied to future events

Substitution Policy

Ingredient Substitutions

Sometimes specific ingredients become unavailable despite our best planning. When this happens:

  • We'll use comparable quality alternatives

  • We'll notify you of significant substitutions when possible

  • All substitutions maintain our no-preservatives, fresh-only standard

Seasonal Product Changes

  • Seasonal items (Christmas Blend coffee, holiday cookies) are available while supplies last

  • We may offer similar alternatives when seasonal items sell out

  • Subscribers get priority access to limited seasonal products

How to Request a Replacement

Contact us within 48 hours through any of these methods:

Please provide:

  • Your order number

  • Description of the issue

  • Photos (if applicable)

  • Your preferred resolution

What happens next:

  • We'll respond within 24 hours

  • Most replacements ship the same or next business day

  • You'll receive tracking information for replacement orders

What This Policy Doesn't Cover

  • Orders not reported within 24 hours of delivery

  • Products that have been consumed in their entirety

  • Changes in personal taste preferences

  • Delays caused by incorrect addresses or delivery instructions

  • Products ordered through third-party retailers (contact them directly)

Special Circumstances

We understand life happens. If you have a unique situation not covered by this policy, please reach out. We're a family business that believes in treating customers like family, and we'll do our best to find a fair solution.

Food Safety Note

For your safety and ours, we cannot accept returns of food products. This policy helps us maintain the highest food safety standards while ensuring you receive only the freshest products.

Our Commitment to You

This policy reflects our confidence in what we create. When you order from Hanna's Inc, you're not just getting food – you're experiencing our passion for quality and our commitment to making sure everyone feels seen and cared for. If we fall short of that promise, we'll make it right.
 

Questions about this policy? We're here to help. Contact us at 855-4A-TASTE (855-428-2783) or through our website. Thank you for being part of the Hanna's Inc family.
 

Policy subject to change. Current version always available at https://www.hannasinc.com/refundexchange-and-substitution-policy

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