Refund policy
Not happy with your bru? No problem. Here is everything you need to know, kept simple.
Quick summary
You have 30 days from delivery to request a refund or exchange. Items must be unused, in original condition and in their original packaging. For change of mind returns, you arrange and pay return shipping. For faulty or damaged items, we cover the cost of putting things right. Refunds are processed within 14 days of us receiving and inspecting your return.
Refunds
You can request a refund or exchange for any reason within 30 days of delivery. After 30 days, unfortunately we cannot offer a refund or exchange. To be eligible, email us within 30 days of receiving your order. When we receive your item, it must be unused, in the same condition you received it, and in its original packaging. If you notice a defect after using the item, contact us as soon as possible and we will help find a solution. To process your request, we need proof of purchase, which is your order confirmation email with your order number. For faulty items, please include a photo or video of the issue.
Returns and who pays postage
Once you request a return, we will confirm the return address. Let us know once you have shipped your return and keep your tracking or proof of shipment. For faulty or damaged items, we cover the cost, so please do not send anything back until we have asked you to. For change of mind returns and exchanges, you arrange and pay return shipping. If you organize your own return shipping, that cost is non refundable, and where applicable the original outbound shipping will be deducted from your refund. Original shipping is only refunded if the item was faulty or damaged.
Return postage tips
You can return your item using any reliable carrier such as USPS, UPS, or FedEx. We recommend using a tracked service and keeping your proof of shipment, as we cannot be responsible for returns lost in transit. Please pack returns in all their original packaging, including the protective bags that stop the cups scratching in transit. If you no longer have the original packaging, use something suitable to keep the cups safe.
Refund process
Once we receive your return, we will inspect its condition. If approved, your refund is processed within 14 days and credited automatically to your original payment method. If there is any dispute over the condition or reason for return, we will let you know by email.
Late or missing refunds
If you have not received your refund within 14 days of us confirming it, please email us at info@bru-cups.com.
Exchanges
We only replace items that are defective or damaged. If you would like an exchange, email us at info@bru-cups.com and we will guide you through it.
Returning your item
Always email us before returning a product. Please include your order number inside the package so we can match your return to your order and process your refund quickly. Remember, if you organize your own return shipping the cost is non refundable, and any original outbound shipping may be deducted from your refund.
Returning your item
Nothing to worry about. Your order ships with all tariffs and duties included, and no sales tax is added. The price at checkout is the price you pay, with nothing extra on arrival.
Questions? Email us any time at info@bru-cups.com and we will be happy to help.