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Because our mugs and gift kits are personalised and made to order based on your specifications (name, text, images), they are exempt from the standard EU 14-day right of withdrawal for online purchases, in accordance with Article 16(c) of Directive 2011/83/EU on consumer rights.
Faulty or damaged items
If your order arrives faulty, damaged, or significantly different from the approved design, please contact us at [Contact email] within 14 days of delivery, including photos of the issue. We will offer a replacement or refund at no additional cost to you.
Non-personalised items
If we offer any non-personalised products in future, these may be returned within 14 days of delivery, provided they are unused and in their original packaging. Contact us at [Contact email] to arrange a return.
How refunds are processed
Approved refunds are issued to your original payment method within 14 days of approval.
Contact us
For any questions about your order, design approval, or a return request, contact us at [Contact email] or via WhatsApp.