Brumatestore Refund Policy

At Brumatestore, we strive to ensure every customer is satisfied with their purchase of tumblers, drinkware, and coolers. This Refund Policy outlines the terms and conditions for requesting and processing refunds, providing transparency on eligibility, procedures, and timelines. By making a purchase through our website (brumatestore.com), you agree to comply with the terms set forth below. For further clarification, contact our support team at [email protected].

1. Refund Eligibility

To qualify for a refund, your request must meet the following criteria. Failure to satisfy these conditions may result in the denial of your refund application.

  • Time Window: Refund requests must be submitted within 30 calendar days of the delivery date (as confirmed by the shipping carrier’s tracking information). Requests received after this period will not be processed.
  • Product Condition: Items must be unused, undamaged, and in their original condition, with all original packaging (e.g., product boxes, tags, instruction manuals) intact. Minor signs of handling during inspection (e.g., opening the package to check the item) do not disqualify the product, but scratches, stains, or modifications will.
  • Proof of Purchase: A valid order number (provided in your order confirmation email) or receipt must be submitted with your refund request. We cannot process requests without verifiable proof of purchase.
  • Exceptions for Custom Products: Customized items (e.g., engraved tumblers, personalized coolers) are eligible for refunds only if they arrive with manufacturing defects, incorrect personalization (due to our error), or damage caused during shipping. Refunds will not be granted for customer-initiated changes to custom orders after production has begun.

2. Refund Application Process

Follow these steps to submit a valid refund request. We aim to streamline the process to ensure timely resolution for all customers.

  1. Submit a Refund Request: Email our support team at [email protected] with the subject line “Refund Request – [Your Order Number]”. Include the following details: full name, order number, delivery date, reason for the refund, and clear photos/videos of the item (if claiming damage, defect, or incorrect product).
  2. Application Review: Our team will review your request within 2 business days of receipt. We may contact you for additional information (e.g., more photos of the product) to verify eligibility.
  3. Receive Refund Authorization (RA): If your request is approved, you will receive an email with an RA number and a prepaid shipping label (for domestic orders). International customers are responsible for return shipping costs, and we recommend using a trackable shipping method to avoid lost items.
  4. Return the Item: Package the item securely, attach the RA number to the outer packaging (visible and unobscured), and ship it to the warehouse address provided in the RA email. Items must be shipped within 7 business days of receiving the RA to avoid request cancellation.
  5. Warehouse Inspection: Once we receive the returned item (typically 3–5 business days after you ship it), our warehouse team will inspect it to confirm it meets eligibility criteria. We will notify you via email once the inspection is complete.
  6. Refund Processing: If the inspection is successful, we will initiate the refund. If the item fails inspection (e.g., it is damaged or used), we will notify you and return the item to you at your expense.

3. Refund Types & Processing Timelines

Refunds are issued to the original payment method, and processing times vary based on the payment type and reason for the refund.

3.1 Full Refunds

Full refunds (including the original product price and standard shipping cost) are granted in the following scenarios:

  • The item is defective (e.g., leaking tumbler, malfunctioning cooler seal) or damaged during shipping.
  • We shipped the wrong product (e.g., incorrect tumbler size, wrong cooler color) or missing items from your order.
  • The product does not match the description on our website (e.g., incorrect insulation performance).

Processing time: Refunds are initiated within 1–2 business days of successful inspection. Funds typically appear in your account within:

  • Credit/Debit Cards: 3–7 business days
  • PayPal/Apple Pay/Google Pay: 1–3 business days
  • Gift Cards: 24–48 hours (refunded as store credit to the original gift card)

3.2 Partial Refunds

Partial refunds are issued in cases where the product is eligible but not in perfect condition, or when only part of the order is problematic. Examples include:

  • Minor cosmetic damage that does not affect product functionality (refund amount varies based on damage severity, typically 10–30% of the product price).
  • A single defective item in a multi-product order (refund limited to the defective item’s price).

Processing time: Same as full refunds. The partial refund amount will be clearly explained in the RA email.

3.3 Shipping Cost Refunds

Shipping costs are non-refundable for refunds requested due to customer preference (e.g., “changed my mind” or incorrect size chosen by the customer). Only when the refund is due to our error (defect, wrong item, etc.) will we refund the original standard shipping cost. Expedited shipping costs are non-refundable in all cases.

4. Special Refund Scenarios

4.1 Damaged/Defective Items

If you receive a damaged or defective item, contact us within 7 days of delivery (instead of the standard 30 days) with photos/videos of the damage/defect and your order number. We may waive the return requirement for severely damaged items and process a refund or send a replacement immediately.

4.2 Order Cancellations

If you cancel an order before it is fulfilled (shipped), you will receive a full refund within 1–3 business days. If the order has already been shipped, you must follow the standard refund process outlined above.

4.3 Lost or Stolen Packages

Brumatestore is not responsible for packages marked as “delivered” by the shipping carrier. If your package is lost or stolen after delivery, please file a claim with the carrier directly. If the package is lost in transit (tracking shows “in transit” beyond the estimated delivery date), contact us, and we will investigate with the carrier. If confirmed lost, we will process a full refund or send a replacement.

5. Refund Denial Reasons

We reserve the right to deny refund requests in the following cases:

  • Requests submitted after the 30-day eligibility window.
  • Items returned without a valid RA number.
  • Items that are used, damaged by the customer, or missing original packaging.
  • Custom products with no manufacturing defects or errors (customer remorse is not a valid reason).
  • Proof of purchase cannot be verified.
  • Items returned to the wrong address or lost in transit (customer is responsible for tracking the return shipment).

6. Policy Updates

We may update this Refund Policy periodically to align with changes in business practices or applicable laws. When updates are made, we will revise the “Last Updated” date at the bottom of this page and post the new policy on our website. Your continued use of our services after an update constitutes acceptance of the revised policy.

7. Contact Us

For questions about refunds, status updates, or to dispute a refund decision, please contact us: