Refund policy

Default policy covering United Kingdom, Europe and Rest of World. United States, Canada and Australia are covered by their own separate policies.

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 postage. 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 our return shipping address. Let us know when you have shipped your return and keep your proof of postage. 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 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.

Return postage tips

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

International customers: Use a tracked service and keep your proof of postage, as we cannot be responsible for returns lost in transit. 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 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. If you choose to return an item yourself, post it to: bru, 20 Laburnum Rd, Coopersale, Epping, CM16 7RA, United Kingdom. Please include your order number inside the parcel so we can match your return to your order and process your refund quickly. 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 will be happy to help.