Refund policy

Last updated: 01.01.2026

We want you to love your MugsyMug.com purchase. Since our products are made-to-order, we handle returns a little differently than big-box stores. If something arrives damaged, defective, or incorrect — we’ll make it right.

✅ Quick Summary (Because nobody reads policies for fun)

  • No returns for change of mind (made-to-order = made for you).
  • Free replacement or refund for damaged/defective/incorrect items (within the claim window).
  • No returns/refunds for personalized/custom items (except if faulty or we messed up).
  • If the address/details were entered incorrectly by the customer, we may offer a replacement with a small fee.

🛑 Cancellation & Order Changes

Because we start processing quickly, changes are time-sensitive.

  • Within 2 hours of purchase: You may request a cancellation or modification.
  • After 2 hours: Your order may already be in production and can no longer be changed or canceled.

To request a change/cancellation, contact us at hello@mugsymug.com with your order number and requested changes.

📦 Damages, Defects & Wrong Item (Free Replacement or Refund)

Please inspect your order upon arrival and contact us if your item is defective, damaged, or you received the wrong item.

Claim window: Please contact us within 14 days of delivery.

To help us resolve it fast, please include:

  • Your order number
  • A clear photo of the item
  • A photo of the packaging (if damaged)
  • A photo of the shipping label (important for carrier claims)

If approved, we will offer (at our discretion) a free replacement or a refund. In many cases, you won’t be required to return the item.

🚫 No Refund / No Return (Common situations we can’t cover)

The following are not eligible for refund or replacement:

  • Requests made after the claim window (unless required by law)
  • Change of mind / personal preference (e.g., “I just don’t like it anymore”)
  • Damage caused by misuse, accidents, or improper care
  • Normal wear and tear
  • Items marked as final sale or gift cards

🔁 Replacement With a Small Fee (When the customer input caused the issue)

In some cases, we can resend your order for a small replacement fee (instead of full re-purchase), for example:

  • Incorrect address entered at checkout resulting in return-to-sender or disposal
  • Incorrect customization details submitted by the customer (spelling, date, name, etc.)

Important: We can’t guarantee re-routing once a parcel has shipped. If a carrier forwards/redirects a parcel at your request, we are not responsible if it becomes lost, stolen, or damaged.

📮 Lost / Missing Packages

  • If tracking shows Delivered but you didn’t receive the package, please check with household members/neighbors and contact the carrier first. We are not responsible for theft after delivery, but we’ll help you with next steps.
  • If tracking shows the parcel is lost in transit (carrier-confirmed), contact us and we’ll work with you on a replacement or refund.

Non-delivery claims: Please contact us within 30 days of the shipping date.

📦 Returns (When a return is approved)

We do not accept returns for change of mind. If a return is approved due to an eligible issue, we’ll provide instructions.

  • Items sent back without contacting us first will not be accepted.
  • If we approve a return, we may provide a return label and instructions.

🎁 Exceptions / Non-returnable Items

  • Personalized/custom items are non-returnable and non-refundable, except if defective, damaged, or incorrect due to our error.
  • Sale items and gift cards are non-refundable.

💳 Refunds

If a refund is approved, it will be issued to your original payment method.

  • Refund processing time: up to 20 business days (banks may take longer to post it).
  • If more than 30 business days have passed since approval, contact us at hello@mugsymug.com.

🇪🇺 European Union “Cooling-Off” Period (Important)

If your order is shipped into the European Union, you may have the right to cancel or return within 14 days under EU consumer law.

However: this right typically does not apply to goods that are made-to-order or clearly personalized. If your item is a standard (non-personalized) product and you qualify for withdrawal, the item must be unused, in original packaging, and you must provide proof of purchase.

❓ Need Help?

Email us at hello@mugsymug.com with your order number — we’ll take care of you.