Refund policy

This Return and Refund Policy applies to purchases accepted through brewcrew.shop. It is administered by Brew Crew. It should be read with the Terms of Service, Shipping Policy, and any product-specific condition disclosed before checkout. Nothing in this policy limits a non-waivable right or remedy available under applicable UK consumer law.

1. Return Window

A customer may request a standard return within 30 calendar days after the order is shown as delivered to the delivery address. If separate parcels arrive on different dates, the 30-day period for each item begins on the delivery date of that item. A request is made on time when the customer emails the store before the period expires, even if the approved parcel is shipped back afterward within the authorization deadline.

The 30-day window is our store policy for eligible change-of-mind returns. A different period may apply where a product page, promotion, manufacturer program, statutory cancellation right, or mandatory legal remedy expressly gives the customer more protection. A customer who discovers a latent defect after the 30-day window should still contact us because warranty or statutory rights may remain available.

2. Starting a Return

Before sending anything, email info@brewcrew.shop with the order number, item name, quantity, reason for the request, and preferred outcome. Include clear photographs of the product, packaging, shipping label, model or serial information, and damage or defect when those details are relevant. We may ask reasonable follow-up questions to identify the correct item, determine condition, prevent fraud, or select the appropriate remedy.

If the request is approved, we will provide return instructions and, when applicable, an authorization reference or shipping label. The return address may differ from the address shown by a carrier or supplier. Items sent without authorization, sent cash-on-delivery, or sent to an unconfirmed address may be refused or delayed. Authorization is not final acceptance; the returned item remains subject to inspection.

3. Standard Eligibility Conditions

To qualify for a change-of-mind return, an item must ordinarily be unused, uninstalled, unassembled where assembly changes condition, clean, complete, and in resaleable condition. It should include the original retail packaging, protective materials, manuals, labels, accessories, gifts, certificates, components, and promotional items supplied with it. Security seals, serial labels, and manufacturer packaging must not be removed or altered where doing so affects condition or traceability.

Reasonable handling needed to inspect an item does not automatically disqualify it, but use beyond what is reasonably necessary to assess nature, characteristics, size, or compatibility may affect eligibility. We may deny a change-of-mind return or reduce the refundable amount to reflect missing parts, damage, contamination, installation marks, avoidable wear, or diminished value where applicable law permits.

4. Category-Specific Conditions

Opened consumables and used food-contact items are not eligible for a change-of-mind return. Equipment exposed to water, coffee, heat, cleaning products, or electricity may be accepted only where law requires or the return is approved. Customers are responsible for reading measurements, compatibility data, care instructions, and clearly disclosed return restrictions before purchase. A category restriction does not apply where the product is defective, unsafe, materially misdescribed, incorrectly supplied, or otherwise subject to a mandatory legal remedy.

For any item with a model, part, size, voltage, fuel, connection, fitment, material, or installation requirement, change-of-mind eligibility depends on the item not having been installed, altered, energized, washed, heated, used with food, or otherwise changed. If compatibility is uncertain, customers should ask before ordering and provide the exact model information needed for a reasonable check.

5. Non-Returnable Items

The following are not eligible for a standard change-of-mind return when the restriction is lawful and disclosed: gift cards; downloadable or digital products after supply begins; personalized or custom-made goods; special-order items sourced specifically for the customer; final-sale or clearance items identified as such before purchase; opened personal-care or hygiene goods; perishable or consumable goods; hazardous materials; and any item prohibited from return by health, safety, transport, or regulatory rules.

We may also refuse goods that are counterfeit, substituted, missing identifying labels, returned with customer data or accounts still active, or not the item originally supplied. A non-returnable classification does not excuse us from addressing damage, defect, incorrect supply, misleading description, recall, or another issue for which applicable law provides a remedy.

6. Damaged in Transit

Inspect the outer packaging and product as soon as reasonably possible after delivery. If damage is visible, photograph the parcel before opening when safe to do so, then photograph the internal packaging and product. Contact us promptly, preferably within seven calendar days, so we can preserve carrier evidence. A delayed report does not remove a statutory right, but it may make it harder to distinguish transit damage from later damage.

Do not discard the carton, labels, inserts, pallet, or protective material until we confirm that they are no longer needed. Depending on the circumstances, we may arrange a replacement, replacement component, repair pathway, return, partial refund accepted by the customer, full refund, or carrier inspection. We will not require a customer to bear return shipping for an item confirmed as damaged in transit.

7. Defective, Unsafe, or Misdescribed Products

If a product does not function as reasonably expected, appears unsafe, or materially differs from the description, stop using it where continued use could cause harm or additional damage. Contact us with the order number, symptoms, relevant setup details, and evidence. We may request reasonable troubleshooting that does not expose the customer to risk, void a warranty, or require unauthorized technical work.

The appropriate remedy depends on the product, severity, time since delivery, manufacturer coverage, feasibility of repair, and applicable law. Possible outcomes include repair, replacement, part supply, price adjustment, return, or refund. Manufacturer warranty support may be used where efficient, but it does not replace any responsibility the seller cannot lawfully exclude.

8. Incorrect or Missing Items

If the parcel contains the wrong item, wrong quantity, or is missing an item shown as delivered, compare the packing information and check for split-shipment notices. Contact us promptly with photographs of everything received, the shipping label, and the packing materials. We may verify parcel weights, scan records, warehouse records, or serial information before resolving the issue.

When we confirm that we supplied an incorrect item, we will provide a reasonable correction without charging the customer for the return. The customer must keep the incorrect item secure and in received condition pending instructions. Keeping, using, installing, selling, or disposing of a mistakenly supplied item after return instructions may affect the available resolution, subject to law.

9. Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for the return shipping cost unless we state otherwise. The customer should use a trackable service, appropriate insurance for value, and packaging suitable for the product. We are not responsible for a customer-arranged return that is lost, damaged, or delivered to the wrong address before it reaches the approved destination.

If we confirm that an item was damaged on arrival, defective, materially misdescribed, or incorrectly supplied, we will provide or reimburse a reasonable return method when a return is required. Do not purchase expedited, oversized, or premium return services without our written approval because reimbursement may be limited to the reasonable authorized method.

10. Packaging and Safe Return

The customer must package an approved return to protect it from ordinary transit risks. Use the original shaped inserts where available, immobilize moving parts, cover finished surfaces, remove fluids or personal data where instructed, and follow carrier restrictions. Products containing batteries, blades, glass, pressurized components, liquids, magnets, or hazardous materials may require special instructions and must not be shipped in breach of transport law.

Large or heavy goods must not be moved, disconnected, or prepared in a way that creates a safety risk or property damage. Where pickup is authorized, the item must be accessible at the agreed location and in a condition the carrier can safely handle. Failed pickup caused by unavailable access, incomplete disconnection, or unsafe preparation may result in a further reasonable charge where permitted.

11. Inspection Process

After the return is received, we inspect identity, serial information, completeness, condition, packaging, signs of installation or use, and the reported issue. Routine inspection is normally completed within five business days, though technical testing, carrier claims, high-volume periods, or manufacturer consultation can take longer. We will communicate if material additional time is needed.

If the item meets the approved return conditions, we proceed with the agreed remedy. If it does not, we will explain the material reason and available options. Those options may include returning the item to the customer at the customer's cost, offering a lawful reduced refund reflecting diminished value, or denying a change-of-mind return. Defective-goods rights are assessed separately.

12. Refund Method and Timing

Approved refunds are issued to the original payment method unless the customer agrees to another lawful method or the original method is unavailable. We do not normally provide cash for a card purchase. After approval, we aim to submit the refund within five business days. Banks, card networks, buy-now-pay-later providers, and payment processors may take an additional five to ten business days or more to post it.

The refundable amount includes the approved price and applicable taxes. Standard outbound shipping was free and therefore has no amount to refund. Optional paid upgrades, appointment services, installation, haul-away, gift wrapping, expedited delivery, or other completed services are not refundable to the extent they were properly performed and the law permits. Any lawful deduction will be explained.

13. Exchanges

An exchange is subject to return approval and replacement availability. To avoid delay, we may process the original item as a return and ask the customer to place a new order. Price differences, taxes, and promotions are based on the replacement transaction unless we expressly agree otherwise. A promotional price on the original item does not guarantee the same price on a different item.

For a confirmed defect or incorrect item, we may ship a replacement after evidence review, after carrier collection, or after receipt of the original, depending on risk and availability. Replacement goods are covered by the remaining original policy or any longer period required by law; sending a replacement does not reduce a mandatory legal guarantee.

14. Cancellations and Order Changes

A cancellation or change request should be emailed as soon as possible. We can only guarantee cancellation if it is processed before the order enters fulfilment. Address changes may not be possible after label creation. If the order has already shipped, the customer may request a return after delivery, subject to eligibility. Refusing delivery is not a substitute for obtaining return instructions.

We may cancel an order before acceptance or shipment because of stock unavailability, pricing or listing error, payment failure, suspected fraud, export or delivery restriction, product recall, safety concern, or inability to complete the transaction lawfully. In that case, we will not charge the affected amount or will issue a reversal or refund.

15. Refused, Unclaimed, or Undeliverable Parcels

If a parcel is refused, unclaimed, or returned because of an incomplete address, inaccessible location, unpaid customer-responsible import charge, or repeated failed delivery, we will inspect it when it returns. A refund, if eligible, may be reduced by actual return, storage, brokerage, or re-delivery costs we incur, but only where permitted by law and after those costs are explained.

If the carrier returns a parcel because of our addressing or fulfilment error, we will correct the issue without charging the customer. Customers should not assume that a carrier return automatically cancels a sale; they should contact us so we can determine whether re-delivery, correction, or refund is appropriate.

16. Gifts, Bundles, and Promotions

A returned bundle must ordinarily include all components unless a component is independently defective or we authorize a partial return. If a free gift, multi-buy discount, threshold discount, or promotional credit depended on keeping the returned item, the refund may be recalculated to reflect the items retained. The calculation will not exceed the benefit actually received and will comply with applicable law.

Gift-card purchases are refunded to the original purchaser's payment method when eligible, not to the gift recipient, unless the law or our written agreement requires otherwise. Gift cards themselves are not redeemable for cash except where required by law. Store credit, when accepted by the customer, is governed by its stated terms and any statutory expiry restrictions.

17. Warranty Coordination

Some products include a manufacturer warranty with its own registration, proof-of-purchase, service-location, or claim process. Keep the invoice and serial information. We may help direct a customer to the manufacturer when that route provides technical expertise or faster service. Any manufacturer warranty is additional to, and does not replace, rights against the seller that cannot be excluded.

Unauthorized repair, modification, misuse, incorrect installation, incompatible power, failure to maintain, accident, commercial use of a residential product, or consumable wear may fall outside a warranty. Each issue is assessed on its facts. We do not deny a legal remedy merely because the customer did not buy an optional protection plan.

18. Chargebacks and Disputes

Customers should contact info@brewcrew.shop first so we can investigate and attempt a direct resolution. A chargeback does not automatically cancel the underlying obligations and may pause a parallel refund while the payment provider reviews the same transaction. We will provide truthful order, communication, delivery, and policy records in response to a dispute.

Nothing in this section prevents a customer from using a lawful payment dispute, regulatory complaint, small-claims process, or other remedy. We ask only that information supplied in a dispute be accurate and that a customer not obtain duplicate recovery through both a refund and a chargeback.

19. Abuse and Fraud Prevention

We may refuse a discretionary return, require additional verification, or restrict future transactions where there is reasonable evidence of return substitution, empty-box claims, serial mismatch, intentional damage, repeated non-receipt inconsistent with carrier evidence, wardrobing, promotional abuse, or another fraudulent pattern. Decisions will be proportionate and will not override mandatory rights for a genuine claim.

Personal information used for fraud prevention is handled under the Privacy Policy. We limit access, consider the reliability of available evidence, and provide a channel for the customer to explain or correct relevant information. We do not use fraud controls to discriminate unlawfully.

20. UK Distance-Selling and Consumer Rights

Our 30-day change-of-mind return option is an additional store benefit. For most online goods, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a separate statutory right to cancel without giving a reason. The customer generally has 14 days after receiving the goods to notify the trader of cancellation and a further 14 days to send the goods back, subject to statutory exceptions.

Where the statutory cancellation right applies, we refund the price and the least expensive standard delivery charge offered for the order. The refund is normally made within 14 days after we receive the returned goods or evidence that they were sent back, whichever occurs first. The customer may be responsible for direct return costs where that responsibility was properly disclosed. A lawful deduction may be made for diminished value caused by handling beyond what would reasonably be permitted in a shop.

Cancellation exceptions may apply to bespoke or clearly personalised goods, rapidly perishable goods, sealed hygiene or health-protection goods after unsealing, and other categories specified by law. An exception to change-of-mind cancellation does not remove rights concerning faulty, unsafe, misdescribed, or non-conforming goods.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. A consumer may have a 30-day short-term right to reject non-conforming goods, followed by repair or replacement rights and, where the statutory conditions are met, a price reduction or final right to reject. Time limits, burden-of-proof rules, and remedies depend on the circumstances and cannot be reduced by a voluntary warranty.

To exercise a cancellation right or report a product problem, contact info@brewcrew.shop with the order number, item, request, relevant dates, and supporting information reasonably available. We will distinguish a change-of-mind request, statutory cancellation, transit issue, warranty request, and consumer-rights claim so the correct process and remedy are applied.