Refund policy
Return & Exchange Policy
At BRŪ Specialty Coffee, every drink is freshly prepared to order using premium ingredients. Because our products are perishable food and beverages, we are unable to accept returns or exchanges once an order has been delivered, except in the cases outlined below.
Order Issues
Please inspect your order as soon as it arrives.
If your order is:
- Incorrect
- Damaged during delivery
- Missing items
- Defective or leaking
Please contact us within 2 hours of receiving your order by emailing contact@bruspecialtycoffee.net.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the item(s)
- A brief description of the issue
After reviewing your request, we may offer one of the following:
- A replacement item
- Store credit
- A full or partial refund, depending on the situation
Returns
Due to food safety regulations, we do not accept returns on any coffee beverages or food products once they have been delivered.
This policy ensures the safety and quality of all products served to our customers.
Exchanges
Because every drink is freshly made to order, we cannot exchange products due to:
- Change of mind
- Personal taste preferences
- Ordering the wrong item
- Ordering the wrong milk option or customization selected by the customer
Please review your order carefully before completing your purchase.
Cancellations
Orders may only be cancelled before preparation begins.
Once your order has entered the preparation stage, it cannot be cancelled because it is made specifically for you.
Delivery
Please ensure the delivery address and phone number are correct before placing your order.
BRŪ is not responsible for orders delayed or undelivered due to:
- Incorrect address
- Incorrect phone number
- Customer unavailable at the time of delivery
Refunds
If a refund is approved, it will be processed using the original payment method.
Please allow 5–10 business days for your bank or payment provider to complete the transaction.
Contact Us
If you have any questions regarding your order or this policy, please contact us at: