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Tips and advice

How to deal with customer returns, faulty or damaged items 

Change of mind

If your customer has changed their mind, it's up to you and your policies to determine whether you're willing to accept a return, and whether you will refund or credit your customer.

Here at KeepCup, we offer change of mind refunds where the customer covers the price of postage back to our hubs – although we will only accept these returns if they are purchased directly through our website.

When you are accepting change of mind returns, we recommend aligning with our guidelines to only refund items that have been unused in a re-saleable condition within 14 days of receipt of goods, for example:

  • the item is in its original packaging; and
  • the item is unused and as received

Product issues or faults

We take pride in the quality of our products, and we take any product issues and faults seriously.

  • If you or your customer experiences an issue with a KeepCup product, we recommend the following:
  • If you have identified a product issue on delivery of your order, please contact your Account Manager, who will assess and provide next steps on crediting and returns.
  • If your customer finds a fault, in the first instance you should refer them to us, asking them to send their proof of purchase, photo evidence, an explanation and contact details through to our customer service team <Provide URL>
  • If the customer prefers to deal only with your business, please replace the item and let us know so that we can issue you a credit or add replacement stock to your next order. 

You can find details on our warranty here <Provide URL>

Credit and return logistics

We want to make this as simple as possible, so here's what we'll do in this situation:

  • Your Account Manager will let you know if we need the items to be returned to our warehouse, or if photographic reference will suffice – this is so that we can manage through with our manufacturers to identify, assess and fix faults and product issues.
  • You can request either a credit on your account, or equivalent restock bonus on your next order.
  • Our team will take care of the rest.

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Our faulty glass is ground down and recycled locally into either bottles, glasswool insulation or used to replace sand in road base. Recycling into road base is polarising, as it locks material into a product from which it can’t readily be extracted and recycled again. However, in road base, the glass that may otherwise end up in landfill, replaces sand which is a finite resource, so we view this as a win until local infrastructure and manufacturing can support low volumes of recycled glass being used in new products.