Refund policy

This policy explains how to cancel an order, return goods and get your money back at Brewnook. It is part of our terms and does not reduce your legal rights as a consumer.

Cancelling before your order ships

If you change your mind before your order leaves the warehouse, contact us as soon as possible with your order number. If the order has not been handed to the warehouse yet, we cancel it and refund the full amount you paid.

An order that was never paid is not charged. It stays on your order page as unpaid and is cancelled automatically after three days.

Your 14-day right to cancel

If you live in the United Kingdom or the European Union, you can cancel your order within 14 days of the day you, or someone you name, receive the goods, without giving a reason. For an order delivered in several parcels, the 14 days start when the last parcel arrives.

To cancel, tell us clearly within those 14 days: use the contact form or write to business@brewnook.shop, with your order number and the items you are returning. You do not have to use a particular form. We confirm your cancellation by e-mail and send you the return address and instructions.

Sending the goods back

• Send the goods back within 14 days of telling us that you are cancelling.
• Return them unused, with all parts and accessories, in their original packaging where you still have it, so they reach us in the condition you received them.
• Use a tracked service and keep the proof of postage.
• Unless the item is faulty, damaged or not what you ordered, you pay the cost of sending it back.

You can handle the goods as you would in a shop to see what they are and whether they work. If you use them beyond that, for example to brew with, or they come back damaged or incomplete, we may reduce your refund by the loss in value. This does not affect your rights for faulty goods.

Your refund

When you cancel within the 14 days we refund the price of the goods you return. If you cancel the whole order, we also refund the standard delivery cost you paid.

We refund you within 14 days of receiving the goods back, or of receiving your proof that you sent them, whichever comes first. If we cancelled the order before it shipped, we refund within 14 days of the cancellation.

Refunds go back to the card you paid with, through our payment provider, in the same currency and for the same amount you were charged. We e-mail you when the refund has been issued. Your card issuer may take a few working days to show it on your statement.

Our payment system refunds a whole payment. If you return only part of an order, contact us and we will arrange the refund of those items with you.

Faulty, damaged or wrong items

If something arrives damaged, does not work or is not what you ordered, tell us through the contact form with your order number and a photo or short description of the problem. Please tell us within 14 days of delivery where you can, and keep the packaging.

We will repair or replace the item or refund it, as your legal rights provide, and we pay the cost of sending it back. Your rights for faulty goods last beyond the 14-day cancellation period: under the law of the United Kingdom and the European Union, goods must be as described, of satisfactory quality and fit for purpose, and you can ask us to put a fault right for as long as the law of your country allows.

Kits and promo codes

A kit is sold at a kit discount. If you return part of a kit, the refund for each returned item is its share of the discounted kit price. If you paid with a promo code, the refund is based on what you actually paid after the code.

Lost or late parcels

If your parcel has not arrived within the delivery time shown at checkout, or the tracking shows a problem, contact us. We will follow it up with the carrier, and if the parcel is lost we will send a replacement or refund you in full.

Contact

Use the contact form or write to business@brewnook.shop. We reply by e-mail within 48 hours.