Refund policy
Returns & Refund Policy
At OddBrew, we want you to love your cup. Every piece is handmade, so we take real care with each order — but if something isn't right, we're here to help. Please read our policy below before requesting a return.
Important: You must contact us at info@oddbrew.co to arrange any return before sending anything back. Items returned without prior arrangement cannot be guaranteed a refund and may be returned to sender.
Handmade, One-of-a-Kind Items
Every OddBrew cup is hand-thrown and hand-glazed, which means no two are ever exactly the same. Slight variations in colour, glaze, texture, shape, size and finish are natural characteristics of handmade ceramics — they are part of what makes your piece unique, and are not considered faults or defects. These natural variations are not grounds for a return as a faulty item, though change-of-mind returns are of course welcome within the window below.
Return Window
You have 30 days from the date you receive your order to request a change-of-mind return. Requests made after 30 days may not be accepted.
Condition of Returned Items
To be eligible for a change-of-mind return, items must be:
- Unused, unwashed and undamaged
- In their original condition
- Returned in their original protective packaging
We reserve the right to refuse a refund, or to apply a partial refund, on items returned outside these conditions.
How to Start a Return
- Email us at info@oddbrew.co before returning anything.
- Include your order number, the item(s) you'd like to return, and the reason for your return.
- We'll reply to confirm your return and send you the instructions and address to send it to.
Please do not send any items back to us until we have confirmed your return and provided return instructions. Unauthorised returns may not be accepted or refunded.
Return Shipping Costs
For change-of-mind returns, you are responsible for the cost of return shipping, and original shipping charges are non-refundable.
We strongly recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged on their way back to us. The item remains your responsibility until it reaches us.
Damaged, Broken or Faulty Items
Because our cups are ceramic, breakages in transit can occasionally happen — and we'll always put it right at no cost to you.
Please inspect your order as soon as it arrives. If your item arrives damaged, broken or faulty:
- Contact us at info@oddbrew.co within 7 days of delivery.
- Include your order number and clear photos of the item and its packaging.
Once confirmed, we'll arrange a free replacement or a full refund including shipping — whichever you prefer. You generally won't need to return a broken item unless we specifically ask you to, and any return in these cases will be at our cost.
Refunds
Once we've received and inspected your returned item (or approved a damaged/faulty claim), we'll notify you and process your refund.
- Refunds are issued to your original payment method.
- Please allow 5–10 business days for the refund to be processed, plus any additional time your bank or card provider needs to post it to your account.
- For change-of-mind returns, refunds cover the price of the item(s) only — original shipping and return shipping are non-refundable.
- For damaged, faulty or incorrect items, your refund will include any shipping you paid.
Exchanges
Would you prefer a different colour or glaze? Email us at info@oddbrew.co and we'll do our best to arrange an exchange, subject to availability. In most cases the quickest option is to return your original item for a refund and place a new order for the piece you'd like.
Non-Returnable Items
The following cannot be returned or refunded:
- Gift cards
- Items marked as final sale, clearance or seconds
- Items damaged through misuse, accidental damage, or normal wear after use
- Items returned without prior contact, outside the 30-day window, or not in their original condition
Order Cancellations & Changes
Need to cancel or change an order? Email info@oddbrew.co as soon as possible. If your order has not yet been dispatched, we'll do our best to cancel or amend it. Once an order has shipped, it will need to follow the returns process above.
Late or Missing Refunds
If you haven't received a refund you're expecting:
- Check your bank account or card statement again.
- Contact your bank or card provider — processing times can vary, and there is often a delay before a refund posts.
- If you've done both and still haven't received your refund, contact us at info@oddbrew.co and we'll help.
Your Statutory Rights
Nothing in this policy affects your statutory rights. If you are shopping from the UK, you have the right to cancel eligible orders within 14 days under the Consumer Contracts Regulations, and rights regarding faulty goods under the Consumer Rights Act 2015. Customers in other regions retain any consumer rights applicable in their location.
Contact Us
For any questions about returns, refunds or your order, please get in touch:
Email: info@oddbrew.co
We aim to respond to all enquiries within 1–2 business days.