Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Return shipping needs to be covered by the sender.

How to request a return

You can request a return from the order information page in your account.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without requesting a return will not be accepted.

Bought your KeepCup elsewhere?

Returns need to be handled with the original retailer.

Business Orders

Returns of unbranded stock items are accepted only with prior approval.  Requests must be made within 14 days of delivery. Approved returns are subject to a 15% restocking fee.  Return freight costs are the responsibility of the customer.

Custom or branded products are non-returnable unless faulty or supplied incorrectly. If goods are faulty or supplied incorrectly by KeepCup, please notify us promptly.

Replacement or refund will be arranged subject to assessment. All wholesale orders are subject to acceptance by KeepCup. We reserve the right to amend or cancel orders in the event of pricing errors, stock discrepancies, or payment issues prior to dispatch.

Warranty

We design KeepCup products to last — but if something’s not right, we’ll make it right.

If your product arrives damaged or develops a fault, submit a warranty claim and we’ll take it from there. If the exact colour isn’t available, we’ll offer the closest alternative.

We warrant stainless steel parts for 3 years and plastic and glass for one year.  The warranty covers defects in material or manufacture and faults occurring with normal use and care.

Please allow 7–10 business days for warranty claims to be processed.

Exclusions

Some things sit outside our warranty; the knocks, drops and wild rides that push your gear past what good design can take.

• Normal wear and tear
• Scratches, dents, discolouration over time
• Damage caused by misuse, modification, or third-party repairs
• Glass breakage through handling
• Dishwasher melted or chewed plastic
• Cosmetic changes that don’t affect performance
• Painted finishes

Stainless steel is rust-resistant, not rust-proof — staining caused by use isn’t considered a defect.

This warranty applies to the original purchaser and doesn’t cover incidental or consequential damages. If approved, we’ll repair or replace the product (or part) at our discretion. We may update designs over time — replacements may differ slightly from the original. Faulty products must be returned in suitable packaging, freight prepaid unless otherwise arranged.