Cancellation and Refund Policy

1. Before preparation begins

If you contact us before we start preparing your order, you can cancel it and receive a full refund of what you paid us, including any delivery charge we collected.

• Contact us as soon as possible at orders@bru.asia, or through the messaging channels shown on the site, and quote your order number.
• An order is normally still cancellable while its status is new or accepted, and for a scheduled pre-order at any time until preparation for your slot begins.
• Changes to an order, such as adding or swapping items, are also only possible at this stage. If we cannot make the change we will cancel and refund the order so you can reorder.

2. Once food or drinks have been prepared

Once preparation has started, the ingredients have been used and the items cannot be resold, so an order that is being prepared, is ready, or is out for delivery cannot be cancelled for a refund as a matter of course.

• If the order is already made, we will normally offer collection or delivery as originally arranged rather than a refund.
• If you no longer want the order at that point, we may not be able to refund it, or may refund only the part that had not yet been prepared.
• Delivery charges already incurred with a rider cannot be refunded once the rider has been dispatched.

When we will always put it right

The above does not apply where the problem is ours. Contact us and we will replace the item or refund it if:

• An item is missing from your order.
• You received the wrong item.
• An item arrives in poor condition, for example spilled, damaged or clearly not as it should be.
• We cannot fulfil your order after accepting it, for example an item has sold out or we cannot deliver to your address. In that case you get a full refund of the unfulfilled part, or of the whole order if we cannot fulfil any of it.

Please tell us on the day of the order, and where possible send a photo of the item. That helps us check what happened and fix it quickly.

Cases where a refund may not be given

• A change of mind after preparation has begun.
• An incorrect or unreachable delivery address or phone number that prevented delivery, where the rider attempted delivery.
• A pickup order that is not collected.
• Reporting a problem so long after the order that we cannot reasonably check it.

How refunds are paid

Orders are paid by PromptPay bank transfer, so approved refunds are transferred back to the account that sent the payment, or to a Thai bank account you confirm with us. We aim to send refunds within a few business days of agreeing them. The time it takes to appear in your account depends on your bank.

Duplicate or overpaid transfers

If you transfer twice for the same order, or transfer more than the order total, contact us with both slips and we will refund the difference.

Contacting us

Email orders@bru.asia with your order number and a short description of the problem, or use the messaging channels shown on the site. Nothing in this policy removes rights you have under Thai consumer law.