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Refund Policy

sustainabrew's

LAST UPDATED: NOVEMBER 11, 2025

At Sustainabrew, we are committed to delivering high-quality products and exceptional service. If for any reason you are not satisfied with your purchase, please review our detailed Return & Refund Policy below. Our goal is to ensure a smooth, transparent, and fair experience for all customers.

1. ELIGIBILITY FOR RETURNS

You may request a return if your item meets any of the following conditions:

1.1 Defective or Damaged Items

We accept returns for items that arrive:

  • Broken, cracked, or physically damaged

  • With manufacturing defects

  • Incorrect or incomplete (missing parts/accessories)

​Customers must report the issue within 7 days of receiving the item.

1.2 Wrong Item Delivered

If you receive a product different from what you ordered, we will replace it at no additional cost.

1.3 Merchandise & Non-Food Items

Returns are accepted for:

  • Tumblers

  • Mugs

  • Eco kits

  • Tote bags

  • Other non-food merchandise

​Items must be unused and in their original packaging unless the issue is factory-related.

2. NON-RETURNABLE ITEMS

For hygiene, safety, and quality reasons, we cannot accept returns for: Any food and beverage items, perishable goods, customized or personalized products, and used merchandise.

3. RETURN PROCESS

To request a return, please follow these steps:

3.1 Contact Us

Email or message our support team within 7 days of delivery and provide:

  • Order number

  • Full name

  • Clear photos or videos of the issue

  • A short explanation of the problem​

3.2 Approval & Instructions

Our team will review your request within 1–2 business days and provide:

  • Return approval

  • Return shipping instructions

  • Replacement or refund options

3.3 Return Shipping

  • If the item is defective or incorrect: Sustainabrew will shoulder the shipping fee.

  • If returning for other reasons (where approved): Customer shoulders the return shipping cost.

4. REFUND OPTIONS

Once the returned item is inspected and approved, refunds may be processed through:

4.1 Store Credit

Instant credit applied to your Sustainabrew account or email — fastest method.

4.2 Replacement Item

We resend the same item or its equivalent (if the original is unavailable).

4.3 Monetary Refund

Processed through the original payment method.
Please allow 5–10 business days depending on your bank or provider.

5. ORDER CANCELLATIONS

5.1 Food & Drinks

Cancellations for prepared products (drinks, and pastries) are not allowed once the order is being prepared.

5.2 Merchandise Orders

Cancellations are allowed within 12 hours of placing the order as long as it has not been shipped.

6. DAMAGED OR LOST PARCELS

If a package arrives damaged or fails to arrive:

  • We will coordinate with the courier

  • Investigate the incident

  • Issue a replacement or refund once the courier confirms the situation

Please report missing packages within 7 days of expected arrival.

7. CONTACT US

For return and refund concerns, reach us at:

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