Refund policy
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
After Shipment
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@handmademugshop.com. Please note that returns will need to be sent to the following address:
Handmade Mug Shop Returns Center
2458 West Ridge Avenue
Suite 104
Denver, CO 80211
United States
If your return is approved, you will receive instructions on how and where to return the item. The item must be shipped back to our returns center before a refund can be considered. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@handmademugshop.com.
Prior to Shipment
If you wish to cancel your order prior to shipment, please contact us as soon as possible.
As many of our products are handmade-to-order, production may begin shortly after an order is placed. Materials, labor, and production costs may already have been incurred before shipment.
In the event that a purchase is cancelled for any reason:
- A 100% refund in the form of store credit valid for 12 months may be provided.
- Store credit may be used towards any future purchase on our website.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Handmade-to-order products
- Custom products (such as special orders or personalized items)
- Perishable goods (such as food, flowers, or plants)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Gift cards
- Sales/Promotional items
For the purpose of this policy, Sales/Promotional items include, but are not limited to:
- Orders purchased during a sale or discount campaign
- Orders where a percentage discount or fixed-value discount has been applied
- Orders that qualify for free shipping or free delivery promotions
- Complimentary gifts, bundle offers, or bonus items included with an order
- Any order advertised or purchased as part of a promotional offer
Promotional items are non-refundable and non-returnable. If an order contains both promotional and non-promotional items, only the non-promotional items may be eligible for return or refund, subject to the terms of this policy.
Handmade Mug Shop reserves the right to deduct the value of any promotional benefit received, including free shipping, discounts, or complimentary items, from any approved refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, unless an exception permitted under applicable law applies.
As above, your item must be in the same condition that you received it, unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund was approved.
If approved, refunds will be issued to the original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@handmademugshop.com.