Terms and Conditions
Breakages
You must notify us within 2 days of receipt of your purchase if you wish to return it for a refund. We recommend you check breakage and issues immediately after receipt of goods and provide photos to the appropriate KeepCup representative. We will provide a new replacement, with a reasonable shipping option.
We are proud to say our breakage rate over the past 12 months is less than 1%.
Returns
You must notify us within 7 days of receipt of your purchase if you wish to return it for a refund. Our returns policy lasts 30 days, any items you wish to return must be lodged/posted within 30 days of receipt. If 30 days have passed since your order was delivered, unfortunately, we can’t offer you a refund.
You're not able to return items for exchange - if you want to change an item for a different size or colour, you'll need to place a new order as all returned items will automatically be refunded.
We will refund the amount you paid when you purchased the item. This includes sale items.
To be eligible for a return, your item must be unused and in the same resalable condition that you received it. It must also be in the original packaging with any original tags attached. If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your refund.
Refunds
You have the right to cancel the contract for the purchase at any point from the time of ordering until 7 days after delivery. To qualify for a refund as a result of such a cancellation you must cancel this contract in writing to us within seven days of taking delivery.
We only exchange and replace for damaged or unsatisfied products, we do not refund in any other circumstances.
You will be responsible for paying for your own shipping costs for returning your item for return of undamaged products. Shipping costs are non-refundable. If we are not notified in writing of your intention to cancel the contract, any costs incurred by services associated with unauthorised 'return to sender' returns will be deducted from your refundable amount.
All goods will be inspected on return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within 3 business days of receipt of the package. This excludes the time that it may take to show up on your bank statement.
It can take up to 7 working days for your return to arrive at our warehouse and depending on your card issuer, it can take up to 10 business days for the funds to show in your account.
The goods are your responsibility until they reach our warehouse, so make sure it's packaged well and can't get damaged in transit. Please also ensure that you use a tracked service as we are not liable for any lost packages and are not able to issue a refund if the items do not return to us.
Payments
We do not store credit/debit card details nor do we share customer details with any third parties.
Payment will be debited and cleared from your account at the time of purchase. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to KeepCup, we will not be liable for any delay or non-delivery.
We take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.