How do I get a refund?

Find your situation below. In most cases the fastest way is the Live Chat on our website (Monday–Friday 9am–6pm, Saturday 10am–4pm): answer "Yes" to the first question and choose the request type shown.

Case 1: I scanned a product twice

• Not paid yet: tap the "X" next to the duplicate item on the fridge screen.
• Already paid: go on our Live Chat on our website → "Scan issue" → "I scanned a product multiple times".
• More: How can I purchase something from the FELFEL fridge?

Case 2: I changed my mind after paying

• Badge in again and put the product back in the fridge.
• Then Live Chat on our website → "Scan issue" → "I scanned a product multiple times", and tell us which product you returned.

Case 3: A promotion or discount wasn't applied

• Check the possible reasons first: A promotion or discount wasn't applied. What should I do?
• Still missing: Live Chat on our website → "Payment & Billing".

Case 4: I was charged but didn't buy anything

• Compare the charge with your Transaction History. Charges are usually grouped weekly.
• More: I got charged while I didn't purchase anything. What could it be?
• Still unclear: Live Chat on our website → "Payment & Billing".

Case 5: Something was wrong with my meal or coffee

• Live Chat on our website → "Food/Coffee problem". Share the product name and, if possible, a photo of the product and its label. Our team will look into it.

Case 6: I'm leaving and want my remaining credit back

• Email support@felfel.ch with the details listed in How can I get a refund of my remaining credit? It takes up to 2 working weeks.

Good to know: expired or blocked products can't be purchased. Leave them in the fridge and the driver will remove them. See I found an expired or blocked product in the FELFEL fridge, what should I do?