Refund policy

Refund Policy

At bru, we want you to love your cup. If something isn't right, here's everything you need to know about returns, refunds and exchanges.

Quick summary

You have 30 days from order confirmation 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 postage. For faulty or damaged items, we cover return postage with a pre-paid label. 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 your order confirmation. After 30 days, unfortunately we can't offer a refund or exchange.

To be eligible, email us within 30 days of your order confirmation email. 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'll help find a solution.

To process your request, we need proof of purchase (your order confirmation email with 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'll confirm our return shipping address. Let us know when you've shipped your return and keep your proof of postage.

Faulty or damaged items: we cover it. We'll issue a pre-paid return label, so return postage is free to you. Please don't send faulty items back until we've asked you to.

Change-of-mind returns and exchanges: you arrange and pay return postage. If you organise your own return shipping, that cost is non-refundable, and where applicable the original outbound postage will be deducted from your refund. Original postage is only refunded if the item was faulty or damaged.

UK customers: you can use Parcel2Go for cheaper rates, or Royal Mail's small parcel service (check dimensions and weight first).

US customers: the same rules apply. For damaged or faulty items we provide a free return label. For exchanges, replacements or change-of-mind returns, return postage is paid by you.

Please package 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'll inspect its condition. If approved, your refund is processed within 14 days and credited automatically to your original payment method. If there's any dispute over the condition or reason for return, we'll let you know by email.

Late or missing refunds

If you haven't 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'd like an exchange, email us at info@bru-cups.com and we'll guide you through it.

Returning your item

Always email us before returning a product so we can issue a pre-paid label if you're eligible. If you choose to return an item yourself, post it to:

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

Remember, if you organise your own return shipping the cost is non-refundable, and any original outbound postage may be deducted from your refund.

Questions? Email us any time at info@bru-cups.com and we'll be happy to help.