Refund & Returns Policy

Last updated: 1 September 2026.

1. Your 14-day right of withdrawal

If you are a consumer in the EU, you may withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To do so, send us a clear statement by email to support@yourmug.top before the 14 days are up.

2. Returning the goods

Send the mug back to us within 14 days of telling us you’re withdrawing. Please pack it well — ceramics break. You are responsible for the direct cost of return shipping, and for any loss in value caused by handling beyond what is needed to check the product.

3. Exceptions

The right of withdrawal does not apply to goods made to your personal specification — in our range that means the monogrammed mug (The Bold) with your chosen initial (Article 16(c), Directive 2011/83/EU). This exception does not affect your rights if the item arrives defective.

4. Damaged, wrong, or missing orders

Separately from the withdrawal right, we will replace or fully refund your order — return shipping at our cost — if:

• it arrives broken or damaged in transit;
• you received the wrong item;
• it never arrives.

Email support@yourmug.top with your order number and a photo of the damage where relevant. We reply within 1–2 business days.

5. How refunds are paid

Refunds go back to the original Stripe payment method, normally within 14 days of us receiving the return (or proof that you sent it). We refund the product price plus the standard delivery cost you originally paid.

6. Cancelling before dispatch

If your order hasn’t shipped yet, email us and we’ll cancel it and refund you in full, no return needed.