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Refund policy

Refunds

You can request a refund or exchange for any reason within 30 days of order confirmation. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund, you must email us within 30 days of your order confirmation email. When we receive your item, it must be unused and in the same condition that you received it. It must also be in the original packaging.

If a defect was noticed after the item had been used, please contact us as soon as possible so we can help with a solution.

To complete your refund request, we require proof of purchase in the form of your order confirmation email with order number. In cases of faulty items, please send photo or video of the issue.

 

Returns

Upon request for a return and refund, we will confirm our return shipping address. Please let us know when your have shipped the return and retain proof of shipping. If you're in the UK, you can use Parcel2go to find cheaper shipping rates or simply use Royal Mail small parcel service (double check dimensions and weight before shipping). 

Returns should ideally be packaged in all their original packaging, including the protective bags which prevent scratching of the cups during transit. If you don't have the original shipping packaging, please use something suitable to keep the cups safe during their journey.

Original postage price is only refundable if you received a faulty or damaged item. In all other cases, a refund will be issued for the value of goods excluding original postage cost. 

Please do not return faulty items to us unless we ask you to do so. When we request an item to be sent back to us, we will issue you a pre-paid return label. We will not refund return postage costs that you have organised yourself unless previously agreed by us.

 

Refund process for returned items 

Please notify us once you have sent the return item(s). Once your return is received, we will inspect its condition. If the return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

If there is any dispute to the condition or reason for return, we will notify you by email.

  

Late or missing refunds

If you haven’t received a refund after 7 days of sending the item back to us, please email us at info@bru-cups.com

 

Exchanges

We only replace items if they are defective or damaged. If you wish to exchange, please send us an email at: info@bru-cups.com and we will guide you through the process.

 

Shipping your return

Please email us before returning a product so we can issue you with a pre-paid return label if you are eligible. 

*If you choose to return your product yourself, you should post your item(s) to:

bru, 20 Laburnum Rd, Coopersale, Epping, CM16 7RA, United Kingdom

*Please note, if you organise your own return shipping, this shipping cost is non-refundable. If you receive a refund, the cost of return shipping and original shipping will be deducted from your refund.

If you are unsure about anything, please email us at: info@bru-cups.com