Refund policy

This policy covers all bru orders worldwide, including the United Kingdom, United States, Canada, Australia, Europe and the rest of the world.

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.

United Kingdom

All UK orders are shipped from our base in Essex, with no customs charges and VAT included in the price you pay at checkout. For returns, you can use Parcel2Go, or Royal Mail's small parcel service. Please check dimensions and weight first, and keep your proof of postage.

United States

All US orders are shipped with Royal Mail International Tracked, with all duties and taxes paid by us. The price you see at checkout is the total you pay. There is nothing extra to pay on delivery, no customs fees and no import charges. From autumn 2026 we will be fulfilling US orders locally with USPS and UPS, bringing tracked delivery down to 3 to 7 days. For returns, use a tracked USPS or UPS service and keep your proof of postage. On the customs declaration, mark the parcel as returned goods and include your order number, so it clears customs without being held or charged import fees on its way back to us.

Canada and Australia

Orders to Canada and Australia are shipped with Royal Mail International Tracked, with all duties and taxes paid by us, so there is nothing extra to pay on delivery. For returns, use a tracked Canada Post or Australia Post service and keep your proof of postage. On the customs declaration, mark the parcel as returned goods and include your order number.

Europe and the rest of the world

Orders are shipped with Royal Mail International Tracked, with all duties and taxes paid by us, so there is nothing extra to pay on delivery. For returns, use a tracked service and keep your proof of postage, as we cannot be responsible for returns lost in transit.

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. 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.

Packaging your return

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 in the currency you paid. 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.