Frequently asked questions
What is the return policy?
At Recup, we are proud of the unique character and quality of every product we create. Your satisfaction is our priority.
A. 7-Day Hassle-Free Exchange Policy
We offer a 1-to-1 exchange (with complimentary shipping) within 7 days of delivery for any items that meet the following conditions:
Manufacturer Defect: The product has a functional flaw (e.g., it cracks, chips, or leaks) not caused by external impact.
Shipping Damage: The product arrives visibly damaged (cracked, broken, or significantly warped) from transit.
Incorrect Order: You received the wrong item, color, or size compared to your order confirmation.
B. Conditions Not Eligible for Exchange
Products that show signs of use (unless a functional defect is discovered).
Damage caused by customer misuse (e.g., dropping, strong impacts, or failure to follow our User Guide).
An Important Note on Recup's Unique Character: Our products are made from organic, recycled coffee grounds. The subtle textures, grains, or natural specks on the surface are inherent to the material and are celebrated as part of each product's unique, one-of-a-kind story. These natural variations are not considered defects and are ineligible for exchange.
C. How to Request an Exchange
Contact Us: Please email our support team at [support@recup.com] within 7 days of receiving your order.
Provide Proof: Attach a clear video (an unboxing video is best) or photos showing the defect or damage.
Confirmation: Our team will review your request and confirm your eligibility for an exchange.
Return & Receive: We will provide a return shipping label. Once we receive the original item, we will immediately dispatch your new replacement product.
D. Refund Policy (refund)
We only issue refunds in the event that your ordered product is out of stock and you do not wish to select an alternative item. Refunds will be processed to your original payment method within 3-5 business days.
Why does my product look slightly different from the website photo?
That's what makes it unique! Because we use organic materials, every single item has its own distinct grain and texture, much like natural wood. This is a celebrated feature of our design, not a flaw.
When will I get my order?
We ship from our warehouse in Ho Chi Minh City.
HCMC: 1-2 business days.
Rest of Vietnam: 3-5 business days.
Are your products safe and easy to store?
Our products are 100% BPA-free and made from certified food-safe recycled coffee grounds and binding materials. ReCup products should be cared for properly to maintain their durability and natural look. They are safe for the top rack of the dishwasher or can be hand-washed gently with mild soap and warm water. Suitable for both hot and cold beverages, ReCup carries a faint natural coffee scent that is completely safe and does not affect taste. However, avoid placing it in a microwave, oven, or near direct flame. Do not soak the product in water for more than 24 hours, and refrain from using metal or abrasive scrubbers to prevent surface scratches.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.