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Returns Policy

Effective date: [insert date]

We want you to love your Brume filter. If something isn’t right, we make returns straightforward. This policy explains how returns work, what’s eligible, and how long you have to send a product back.

1. The short version

You have 14 days from the day you receive your order to request a free return, for any reason. Return shipping is on us. The product and all included accessories must be returned in their original packaging and in the same condition you received them, with no damage, wear, or signs of installation beyond a brief test.

This policy aligns with the statutory right of withdrawal that applies to consumers in the European Union and United Kingdom, and we extend the same 14-day free return window to customers in all other markets we ship to.

2. The 14-day free return window

What’s covered: Within 14 days of delivery, you can return any Brume product for any reason. We will arrange and pay for return shipping, and we will refund the full purchase price to your original payment method.

How to start a return: Email us at returns@brume.com from the email address you used to place the order. Include your order number and a brief reason for the return (this helps us improve the product). We will reply within two business days with a prepaid return label and instructions.

When to send the product back: After requesting a return, you have a further 14 days to send the product back to us using the return label we provide.

Refund timing: Once we receive the returned product and confirm it meets the eligibility criteria below, we will issue your refund within 5 business days. Your bank or card issuer may take an additional 3 to 10 business days to display the refund on your statement.

3. Eligibility criteria

To qualify for a free return, the product must meet all of the following conditions:

If a return arrives missing components or showing damage that wasn’t there when we shipped it, we reserve the right to refuse the return or to issue a partial refund reflecting the reduced resale value.

4. What is not eligible

Outside the 14-day window or where the eligibility criteria are not met, we cannot offer a free return or full refund. The following situations are not covered by our free return policy:

5. Filter cartridges

Filter cartridges are consumable items. For hygiene and safety reasons, used or opened cartridges cannot be returned.

6. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged in transit, or different from what you ordered, this is not a “return” in the normal sense, it’s a problem we caused and we will fix it at no cost to you, regardless of the 14-day window.

Contact us at hello@brume.com within 14 days of delivery with:

We will respond within two business days and offer you the choice of:

You do not need to return a faulty or damaged item until we ask you to, and any return shipping will be paid by us.

7. How returns are processed

Step 1: Email returns@brume.com with your order number within 14 days of delivery.

Step 2: Receive your prepaid return label and instructions within two business days.

Step 3: Repack the product in its original packaging, with all accessories included.

Step 4: Drop the parcel at the courier location specified in your return instructions.

Step 5: Once we receive and inspect the return, your refund is issued within 5 business days.

You will receive an email confirmation at each step: when we approve your return request, when the parcel is received at our facility, and when the refund is issued.

8. Statutory rights

If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with similar protections, you have statutory rights that exist independently of this policy, including:

Our 14-day free return policy is designed to align with and fully respect these statutory rights. Nothing in this policy limits or removes the legal protections you have as a consumer.

9. Exchanges

We do not currently process direct exchanges. If you want a different colour or product, please return your original order under the policy above and place a new order. This keeps the process simple and means your refund and new order are handled independently.

10. Refund method

Refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or payment method. If your original card has been closed or replaced, contact your bank: they will typically redirect the refund to your new account.

For orders paid in a currency different from your home currency, your bank may apply its own exchange rate when posting the refund, which can result in a small variance from the original charge. This is outside our control.

11. Returns from outside the EU and UK

If you are returning a product from a country outside the EU and UK, please note:

12. Contact

For any return, exchange, or refund question:

Email: returns@brume.com

General contact: hello@brume.com

Address: [your registered Free Zone address]

We aim to respond to all return queries within two business days.