Credits and Returns
Please note that warranty claims cover fair wear and tear, for authentic products only, for 12 months from the purchase date. In order to honor a claim we require photographic evidence that shows:
- The issue or claim, and that the product is a genuine Tigers-Angels product.
Examples of some of the claims we will not honor:
Dropping a glass. Whilst the glass has been toughened, it is still glass and will break if it is dropped and lands at the wrong angle.
Replacement parts may be purchased on our site.
Accessories & Replacement Parts
You must notify us within 7 days of receipt of your purchase if you wish to return it for a refund. We recommend you check breakage and issues immediately after receipt of goods and provide photos to the appropriate KeepCup representative. We will provide a new replacement, with a reasonable shipping option.
We are proud to say our breakage rate over the past 12 months is less than 1%.
You must notify us within 7 days of receipt of your purchase if you wish to return it for a refund. Our returns policy lasts 30 days, any items you wish to return must be lodged/posted within 30 days of receipt. If 30 days have passed since your order was delivered, unfortunately, we can’t offer you a refund.
You’re not able to return items for exchange – if you want to change an item for a different size or color, you’ll need to place a new order as all returned items will automatically be refunded.
We will refund the amount you paid when you purchased the item. This includes sale items.
To be eligible for a return, your item must be unused and in the same resalable condition that you received it. It must also be in the original packaging with any original tags attached. If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your refund.
Tigers-Angels Exchange Policy
We don’t offer exchanges. If you would like to exchange your item for a different product, we recommend you return the KeepCup to us. We’ll then be able to provide a refund and you can replace your order.
You have the right to cancel the contract for the purchase at any point from the time of order until 7 days after delivery. To qualify for a refund as a result of such a cancellation you must cancel this contract in writing to us within seven days of taking delivery.
We only exchange and replace for damaged or unsatisfied products, we do not refund in any other circumstances.
You will be responsible for paying for your own shipping costs for returning your item for the return of undamaged products. Shipping costs are non-refundable. If we are not notified in writing of your intention to cancel the contract, any costs incurred by services associated with unauthorized ‘return to sender’ returns will be deducted from your refundable amount.
All goods will be inspected on return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within 3 business days of receipt of the package. This excludes the time that it may take to show up on your bank statement.
It can take up to 7 working days for your return to arrive at our warehouse and depending on your card issuer, it can take up to 10 business days for the funds to show in your account.
The goods are your responsibility until they reach our warehouse, so make sure it’s packaged well and can’t get damaged in transit. Please also ensure that you use a tracked service as we are not liable for any lost packages and are not able to issue a refund if the items do not return to us.
Damaged or Incorrect Product
We will, upon your request, replace any product or part that is received in damaged condition or as a result of a picking error, provided your request is accompanied by photographic documentation. No material will be accepted or replacements issued without prior approval to return such merchandise. Please retain the full product as we will only replace the required parts.
For damage that has been caused by fair wear and tear, or use and abuse – the dog ate it, it fell off the top rack of the dishwasher, left it on the roof of my car, dropped it on the floor – we encourage you to purchase replacement parts