1. General Information

Brewcrestmug is committed to handling refund, return, and replacement requests transparently and in full compliance with European consumer protection requirements.

This Refund Policy details the conditions, procedures, and timelines for initiating returns, refunds, and replacements for purchases made on our platform. Brewcrestmug directly manages order fulfillment and customer support under the following official details:

Brand Name: Brewcrestmug

Company: Brewcrestmug

Office Address: [XXX]

Warehouse & Fulfillment Center: [XXX]

Telephone: [XXX]

Email: coffee@brewcrestmug.com

2. Payment Methods & Refund Channel

Brewcrestmug accepts major, secure payment processing methods at checkout:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Refund Execution: All approved refunds are executed directly back to the original payment method used during purchase via Stripe payment gateway. Brewcrestmug does not issue store credits or third-party check refunds for card transactions.

3. Order Processing, Shipping, and DDP Guarantee

Processing Time: All orders undergo quality checks and protective packaging within 1–3 working days after order confirmation.

Shipping Time: Standard delivery across European destinations takes 5–11 working days after dispatch (via DHL, FedEx, or UPS Priority).

Delivered Duty Paid (DDP) Commitment: All products are shipped on a Delivered Duty Paid (DDP) basis. Checkout prices are tax-inclusive, and customers will not be subject to unexpected import customs charges or extra courier handling fees upon receipt.

4. Transit Delays & Lost Parcel Policy

If an order exceeds the estimated delivery timeframe, Brewcrestmug will initiate an immediate investigation with the designated shipping carrier.

If a shipment is officially confirmed as lost, misrouted, or excessively delayed in transit beyond standard carrier resolution windows, Brewcrestmug will promptly provide an effective resolution:

A full refund back to your original payment account; OR

A free priority replacement shipment.

5. Right of Withdrawal (14-Working-Day Cooling-Off Period)

European consumers have the statutory right to withdraw from their purchase and return items within 14 working days of physically receiving the goods, without providing a reason.

Initiating Withdrawal: To exercise this right, customers must notify us in writing by emailing coffee@brewcrestmug.com within 14 working days of delivery.

Required Details: Please include your order number, full customer name, contact information, and details of the item(s) you wish to return.

Return Shipping Liability: For voluntary returns under the Right of Withdrawal (buyer’s remorse or non-defective items), the customer is responsible for arranging and paying the direct costs of return shipping to our warehouse.

6. Authorized Return Address & Conditions

To be eligible for a voluntary return under the Right of Withdrawal, returned items must meet the following criteria:

Products must be unused, unwashed, in their original condition, and packed in original protective packaging.

Return Authorization Required: Customers must contact Brewcrestmug before shipping any return parcel to obtain formal return confirmation and instructions. Unsolicited returns sent without prior notice may not be recognized.

Official Return Address:

[XXX]

7. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged during transit or possesses a manufacturing defect, Brewcrestmug takes full responsibility.

Reporting Window: Please contact us via email (coffee@brewcrestmug.com) within 14 working days of delivery.

Documentation: Provide your order number, a brief description of the issue, and clear photographs showing the item’s condition and outer shipping packaging.

Resolution: Upon verification, Brewcrestmug will arrange a full refund or a free replacement. For confirmed damaged or defective items, customers are not required to physically return the affected item at their own expense.

8. Refund Processing Timelines

Approval & Execution: Refunds are authorized immediately upon receipt and inspection of returned goods or verification of damage/transit loss.

Processing Window: Once executed on our system, refunds typically take 3–5 working days to reflect on your payment statement, depending on your card issuer or financial institution.

9. Non-Refundable Circumstances

Refund or return requests may be declined or partially restricted under the following conditions:

Returned products show clear signs of use, alteration, or intentional damage caused after physical receipt;

Returns dispatched without prior written authorization from our support team;

Return requests submitted beyond the applicable statutory timeframe.

10. Contact Information

For any questions regarding order cancellations, return instructions, or refund status, please reach out to our dedicated support team:

Company: Brewcrestmug

Brand Name: Brewcrestmug

Office Address: [XXX]

Warehouse Address: [XXX]

Telephone: [XXX]

Email: coffee@brewcrestmug.com