Refund Policy

Refund Policy - Brumatn

At Brumatn, we stand behind the quality of our innovative insulated tumblers, drinkware, and coolers. If your purchase doesn’t meet your expectations—whether it’s a tumbler that doesn’t retain temperature as promised, a cooler that doesn’t fit your needs, or any other issue—our refund policy is designed to be fair, transparent, and easy to navigate. Below, we outline the terms, conditions, and steps for requesting a refund.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:
  • Timing: You must submit a refund request within 30 days of the delivery date of your order. Requests received after this period will not be processed, unless the product is damaged, defective, or we made an error (e.g., sent the wrong item or size).
  • Product Condition: The item must be in its original, unused, and undamaged condition—this includes:
    • All original packaging (e.g., tumblers with unremoved tags, coolers with intact instruction manuals, inserts, and original boxes).
    • No signs of wear, scratches, stains, or modification (e.g., no custom engravings added to a tumbler, no tape or stickers on cooler exteriors, no damage to insulation or lids from improper use).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in your order confirmation email) or a copy of the receipt. Refunds will only be issued to the original payment method used for the purchase (e.g., credit card, PayPal).
  • Exclusions: The following items are non-refundable unless damaged, defective, or incorrectly sent by us:
    • Final sale items (clearly marked “Final Sale” on the product page, often including limited-edition colors, open-box products, or discounted seasonal coolers/tumblers).
    • Custom or personalized items (e.g., tumblers with engraved names, coolers with custom logos).

2. How to Request a Refund

Follow these steps to submit a refund request:
  1. Contact Our Team: Reach out to our customer service team via email at [email protected] with the subject line “Refund Request ”. Include the following details in your email:
    • Your full name (matching the name on the order).
    • Order number.
    • Delivery date.
    • Reason for the refund (e.g., “20oz Tumbler – Doesn’t fit car cup holder”, “48qt Cooler – Arrived with cracked lid”, “Received a 16oz Mug instead of 20oz Tumbler”).
    • Clear photos of the item (and packaging, if damaged, defective, or incorrect) to help us verify the issue (required for damaged/defective/incorrect items).
  1. Await Confirmation: Our team will review your request within 2–3 business days. If approved, we’ll send you a pre-paid return label (for domestic U.S. orders) and detailed instructions on how to package and ship the item back to us. For international orders, we’ll provide return guidelines—note that international customers may be responsible for return shipping costs (we’ll confirm this in our response).
  1. Return the Item: Ship the eligible item back to us using the provided label. For larger items like coolers, we recommend using the original shipping box (if available) to prevent damage during transit—add extra padding if the original packaging is no longer intact. Keep the tracking number for your records; Brumatn is not responsible for items lost or damaged while being returned.
  1. Verify and Process Refund: Once we receive and inspect the returned item (typically 3–5 business days after delivery to our warehouse), we’ll confirm it meets our refund eligibility criteria. If approved, we’ll process the refund to your original payment method.

3. Refund Processing Timelines

  • Refund Approval: After we receive and verify your returned item, we’ll approve the refund within 1–2 business days.
  • Refund Crediting: The time it takes for the refund to appear in your account depends on your payment method:
    • Credit/debit cards: 5–7 business days (processing times vary by card issuer).
    • PayPal: 2–3 business days.
    • Other payment methods (e.g., Apple Pay, Google Pay): 3–5 business days.
  • Shipping Costs: Original shipping costs are non-refundable unless the refund is due to our error (e.g., we sent the wrong item, the product was damaged/defective upon arrival, or the insulation failed to meet our advertised standards). Return shipping costs for eligible domestic orders will be covered by Brumatn (via the pre-paid label).

4. Special Cases: Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered (e.g., you purchased a stainless steel tumbler but received a plastic one, or a cooler arrives with a broken hinge), we’ll prioritize resolving the issue quickly:
  • Timing: You must report the issue within 7 days of delivery to qualify for a full refund (including original shipping costs) or a free replacement.
  • Required Documentation: Send an email to [email protected] with your order number, clear photos/videos of the damaged/defective/incorrect item (and packaging), and a brief description of the issue (e.g., “Tumbler lid leaks when tilted”, “Cooler insulation doesn’t keep ice frozen for 24 hours as advertised”).
  • Resolution Options: We’ll offer either:
    • A full refund to your original payment method (including shipping costs), with no need to return the item (in most cases for damaged/defective gear—we may ask for return only if we need to inspect the issue for quality improvement).
    • A free replacement (if the item is in stock) shipped to you at no extra cost—ideal if you still want the product but need a working or correct version.

5. Canceled Orders

If you need to cancel an order, here’s what you need to know:
  • Cancellations Before Shipment: Orders can be canceled for a full refund only if we haven’t started processing or shipping them (typically within 12 hours of placing the order). To cancel, email [email protected] with your order number and “Order Cancellation” in the subject line. We’ll confirm cancellation and process the refund within 2–3 business days.
  • Cancellations After Shipment: Once an order has been shipped, it cannot be canceled. You’ll need to wait for the item to arrive and then submit a refund request following the steps in Section 2.

6. Refund Denials

We reserve the right to deny a refund request if:
  • The item is returned after the 30-day eligibility period.
  • The item is used, damaged, or modified (beyond normal inspection) by you (e.g., a tumbler with scratches from daily use, a cooler with a broken handle due to overloading).
  • The original packaging or tags are missing.
  • No valid proof of purchase is provided.
  • The item is a non-refundable final sale or custom item (unless damaged/defective/incorrectly sent by us).
If your refund request is denied, our team will email you with a detailed explanation of the reason.

7. Contact Us for Refund Inquiries

If you have questions about the status of your refund, need help submitting a request, or have concerns about our refund policy, please contact our customer service team at [email protected]. We’ll respond to your inquiry within 2–3 business days and work to resolve any issues promptly.
At Brumatn, we want you to feel confident in your purchase of our insulated tumblers, drinkware, and coolers. Our refund policy is designed to honor that confidence while protecting the integrity of our products. Thank you for choosing Brumatn—we’re committed to making sure you love your gear as much as we do.