🧾 Return Policy
At The Mug Spot UK, customer satisfaction is important to us. As a print-on-demand business, each item is made to order. This policy explains returns, exchanges, and refunds in accordance with UK consumer law.
🔧 Defective, Damaged, or Faulty Items
If your item arrives damaged, faulty, or with a printing error, please notify us within 14 days of delivery.
To help us resolve the issue quickly, please provide:
- A clear photo showing the damage or defect
- Your order number and a brief description of the issue
Once verified, we will offer a replacement or full refund at no additional cost.
🔁 Incorrect Items
If you receive the wrong item, please contact us within 14 days of delivery with:
- A photo of the item received
- Your order number and the correct item details
We will send the correct item or issue a full refund.
Return shipping will be covered if the error was ours.
💭 Change of Mind – Non-Personalised Items
In line with UK Consumer Contracts Regulations, you may return non-personalised items within 14 days of delivery.
To be eligible:
- Items must be unused and in original condition
- Items must be returned in original packaging
- Return shipping costs are the customer’s responsibility
Refunds are issued once the returned item is received and inspected.
✋ Personalised Items (Custom Products)
Due to the custom nature of personalised products, we do not accept returns or refunds for change of mind.
This includes:
- Items printed with names, photos, or custom text
- Designs created specifically for your order
👉 However, if a personalised item arrives damaged, faulty, or incorrect, we will provide a replacement or refund.
Please double-check all personalisation details before placing your order.
🚚 Return Shipping
- Return shipping costs are the customer’s responsibility for change-of-mind returns
- Original shipping costs are non-refundable
- For defective, damaged, or incorrect items, we cover all associated costs
💸 Refunds
- Approved refunds are processed within 5–7 business days
- Refunds are issued to the original payment method
🚦 How to Start a Return
To request a return, replacement, or refund, please email:
Include:
- Your order number
- A description of the issue
- Photos (if applicable)
We will provide return instructions where applicable.
⚖️ Your Rights
This policy does not affect your statutory rights under UK consumer law.
📬 Contact Us
The Mug Spot UK
📧 info@mugspot.co.uk
🌐 https://www.mugspot.co.uk
