At The Mug Spot UK, customer satisfaction is our priority. As a print-on-demand business, each product is uniquely made to order. Below is our policy regarding returns, exchanges, and refunds in compliance with UK and EU consumer laws.

Defective or Damaged Items

If your order arrives defective, damaged, or with a printing error, please contact us within 7 days of receiving your item.

To process your request quickly, please provide:

• A clear photo of the item showing the defect or damage.
• Your order number and a detailed description of the issue.

Once verified, we will gladly offer a replacement or refund at no additional cost.

Incorrect Items

If you receive an item that is not what you ordered, please contact us immediately with a photo of the product and your order details.

We will ensure the correct item is shipped to you or issue a refund.

Returns & Exchanges for Non-Defective Items

For Standard Mugs (Non-Personalised Items)

Under UK & EU consumer law, customers have 14 days from the date of receiving the item to return it without justification if they change their mind. After this period, we are not obliged to offer a refund unless the item is faulty or damaged.

• Returns must be in unused and original condition.
• The customer is responsible for the return shipping costs.
• Refunds will be processed once we receive the item.

For Personalised Mugs (Customised with Names, Photos, or Unique Designs)

We do not accept returns or refunds for personalised or custom-made mugs unless they are defective, damaged, or incorrect.

This includes:

• Custom-printed names, photos, or unique text-based designs.
• Any mug that has been tailored specifically for the customer.

Please double-check all personalisation details (e.g., text, images, colours) before placing your order to ensure accuracy.

Refunds

• Refunds are issued only for defective, damaged, or incorrect items as outlined above.
• Approved refunds will be processed within 7 business days to the original payment method.

How to Initiate a Return or Exchange

To initiate a return or exchange for a defective, incorrect, or eligible return item, please contact us at info@mugspot.co.uk with your order number and details of the issue.

We will provide you with further instructions.

Shipping Costs

• Non-refundable: Shipping costs are non-refundable unless the issue is due to a mistake on our part (e.g., defective product or incorrect item).
• Replacements: For approved replacements, we will cover the cost of shipping the new item.

Items Not Eligible for Return or Exchange

We cannot accept returns or exchanges for:

• Personalised mugs (unless defective or incorrect).
• Items that have been used, washed, or altered in any way.
• Products without prior communication regarding defects or issues within the 7-day period.

Contact Us

If you have any questions about our return policy or need assistance with your order, please contact our support team at:

The Mug Spot UK
📧 Email: info@mugspot.co.uk
🌍 Website: www.mugspot.co.uk