Warranty and Return Policy

Returns and Exchanges

Feel free to contact us to return your order.

Without prejudice to the provisions of statutory and contractual guarantees, the consumer is entitled to exchange a product within 7 days of receipt. After this period, no exchanges will be accepted.

If the order delivered is different from what the customer requested, we will cover the shipping and replacement costs (subject to product availability) or process a return based on an agreement with the customer. The issue must be reported within 3 days of receiving the order.

If the product is damaged, defective, or missing parts, the customer can contact us to initiate the return and compensation process. The issue must be reported within 3 days of receiving the order. Compensation will depend on the availability of the product or the type of deficiency.

If the customer wishes to return an item they ordered, they must contact us within 7 days of receipt. The product must be in its original condition, unused, and in its original packaging. The customer will bear the shipping and return costs.

Products that have been used cannot be exchanged or returned.

Return Fees

Currently, product returns cost 25 SAR with SMSA or 18 SAR with RedBox (requiring a visit to the company’s branch to hand over the product).

Any delay in shipment delivery caused by the shipping company is beyond the responsibility of Brutelle.

Non-Returnable Items

Coffee beans.

All types of filters.

Used equipment.

Damage caused by misuse or improper cleaning.

Shipping Outside Saudi Arabia

Shipping is available to GCC countries and takes between 7–14 business days.

Some countries may impose customs duties on the customer, which could reach 5% of the order value in some cases.

Occasionally, customs clearance delays may occur, which are beyond Brutelle’s control. However, Brutelle will provide full support to minimize delays.

Products shipped to GCC countries are stored in a cool and dry place.

The customer is responsible for customs clearance costs, VAT, and any government fees imposed by other countries on orders outside Saudi Arabia.

Shipping Damage

Brutelle is not responsible for damage caused during shipping. Customers should first contact the shipping company and report the issue.

Brutelle ensures careful packaging to deliver the shipment in good condition. If there is any damage or malfunction, customers should contact our support team with evidence of the damage. Compensation will range from 5–20% depending on the type of product.

Refunds

If Payment Was Made by:

Credit Card: The amount will be refunded within 3 business days to the same account used for the purchase.

Bank Transfer: Our customer service team will process a refund via bank transfer to the account of the customer who placed the order. This will take 4 business days.

Terms and Conditions for Returns and Exchanges

The product must be unused and in its original condition.

It should be returned in the same packaging in which it was received.

Refunds or exchanges will be processed upon receipt of the shipment.

Maintenance and Warranty

1. Warranty Period

Any electrical or electronic product comes with a 2-year warranty from Brutelle starting from the purchase date.

2. Maintenance Guidelines

Customers are advised to contact Brutelle directly for any issues with products purchased through our website to ensure timely maintenance.

We are committed to repairing any product under warranty within 5 days of receiving it. (Customers will be notified of any delays before the specified time ends).

A discounted shipping label will be provided to customers for sending products for repair, whether they are within or outside Riyadh. However, Brutelle is not responsible for any damages caused during shipping. Customers are advised to package the product securely before handing it over to the shipping company.

The customer will bear maintenance and spare parts costs if the issue arises due to misuse and not a manufacturing defect.