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\nThis Refund Policy is about money: when Mug Mellow owes you a refund, how much you get back, which method it goes to, and how long it takes. If you are looking for the steps to send a mug back (asking for a label, packing a ceramic handle safely, setting up an exchange), those are on our Returns & Exchanges Policy page. In short: any item can be returned within 60 days of delivery with a free label, and once your return reaches us, we refund within 7 days.
\nA refund is due in each of the situations below. In every case, the first step is an email to support@mugmellow.shop with your order number.
\nWhether you changed your mind, chose the wrong size or did not like the colour of a two-tone handle, returning the item within 60 days of delivery entitles you to the full price you paid for it. Personalised items are included. The return label is free, so returning a mug does not cost you anything.
\nSend us photos of the item, the box and the shipping label. Once the photos confirm the problem, you choose a reprint or a refund. Often there is nothing to send back. If you choose a refund, it is issued within 7 days of our confirming the claim.
\nIf the parcel holds a different design, size or colour from your order, or a name that does not match your Order notes, you can have a reprint of the correct item or a refund of that item. We send a free label if we need the wrong one back.
\nOrders cancelled within 24 hours of being placed are refunded in full, within 7 days of the cancellation being confirmed. See Cancel or Change an Order for how to cancel.
\nIf a parcel is lost in transit, we look into it with you and the carrier first. When it is clear the parcel will not arrive, we offer a reprint or a refund. Each case is handled individually; write to us and we will explain the next steps.
\n| Situation | \nItem price | \nShipping | \nReturn label | \nFees deducted | \n
|---|---|---|---|---|
| Change of mind, size or colour | \nRefunded in full | \nFree, nothing to refund | \nFree | \nNone | \n
| Chipped, cracked or broken | \nRefunded in full (or reprinted) | \nFree | \nNot usually needed | \nNone | \n
| Print fault or wrong item | \nRefunded in full (or reprinted) | \nFree | \nFree if needed | \nNone | \n
| Cancelled within 24 hours | \nRefunded in full | \nFree | \nNot applicable | \nNone | \n
| Lost parcel, confirmed | \nRefunded in full (or reprinted) | \nFree | \nNot applicable | \nNone | \n
Partial returns are refunded item by item. If you return two of five mugs from a family order, you receive the price of those two mugs. A Mr & Mrs set is one product with one price, so it is refunded as a set.
\nBy default, refunds go back to the payment method you used at checkout. We start the refund on our side within 7 days of receiving your return. After that, the time it takes to show in your account depends on your bank or payment provider. Some show it the same day; others take a few business days. If you have not seen it a week after our confirmation email, contact us and we will check it with you.
\nIf you would rather keep the value with us, for example to order the 15 oz version or a different design, ask for store credit when you request your return. Store credit is issued within 7 days of receiving the return, carries the full value of the returned item and never expires. You can use it on any product in the shop.
\nRefunds go to the person who paid for the order. If a gift recipient returns a mug, the refund goes to the buyer’s original payment method, or to store credit if the buyer requests it. We do not send refunds to a different person or account.
\nHere is what happens, in order, from the moment you decide to return a mug:
\nFor photo-based claims (chips, cracks, print faults), steps 2 and 3 are replaced by our review of your photos, and the 7-day clock starts when we confirm the claim.
\nWe print exactly what you type in the Order notes box and we do not send a proof. If a name is misspelt because of a typo in the notes, the mug is still eligible for a change-of-mind refund within 60 days, using the free return label. If the mistake was ours (the notes say “Catherine” and the mug says “Katherine”), it counts as a print fault: you can have a reprint or a refund, usually without sending the mug back.
\nPhotos sent for photo designs are not a reason to refuse a refund. A photo that printed darker than you hoped can be returned like any other item. Tips for choosing a bright, clear picture are in our FAQs.
\nPrices are in US dollars. Mug Mellow does not collect sales tax at checkout, so refunds contain only the item price you paid. If your bank converted the payment from another currency, the refunded amount in your local currency may differ slightly from the original charge, because exchange rates change between the purchase and the refund. That difference is set by your bank, not by us.
\nWe do not charge restocking fees, handling fees or return label fees, and we do not reduce refunds for opened packaging or for a mug that has been washed. We ask only that returned items come back with all their parts (lids, straws and the second mug of a set) so we can process the return completely.
\nA few real-life style examples make the rules easier to picture. The names are illustrations, not customers.
\n| What happened | \nWhat the customer chose | \nResult | \n
|---|---|---|
| A grandma mug with six grandchildren’s names felt crowded at 11 oz | \nStore credit, then ordered the 15 oz version | \nFull item price as store credit within 7 days of the return arriving; credit never expires | \n
| A glass can arrived cracked | \nRefund | \nPhotos confirmed the crack; full refund issued within 7 days of the confirmation; nothing sent back | \n
| A team ordered eight teacher mugs; one teacher left before the end of the year | \nReturned one mug | \nPrice of that one mug refunded to the original payment method | \n
| A customer typed “Jonh” in the Order notes instead of “John” | \nChange-of-mind return plus a new order with the right spelling | \nFree label, full refund of the first mug within 7 days of receipt | \n
| An order was cancelled two hours after checkout | \nCancellation | \nFull refund within 7 days of the cancellation being confirmed | \n
| The heat-reveal mug’s photo came out darker than hoped | \nRefund | \nReturned with the free label; full refund within 7 days of receipt | \n
You can save a round of emails by including everything we need in your first message:
\nWe read every message ourselves and reply within 24 hours on business days. If a refund ever takes longer than this policy says, tell us and we will look into it straight away.
\nStore credit is a balance held for you at Mug Mellow. It equals the full price of the returned item, it is issued within 7 days of the return reaching us, and it never expires. Use it on any product, on one order or spread over several. If your next order costs more than your credit, you pay the difference at checkout; if it costs less, the remaining balance stays available for later. Store credit cannot be transferred to another person or exchanged for cash once issued, so choose the original payment method if you would rather have the money back.
\nCustomers in Canada, Australia and New Zealand follow exactly the same refund rules: 60 days to return, a free return label, no fees and a refund within 7 days of the return reaching us. Because international return parcels travel further, the time between dropping off the parcel and our receiving it is usually longer than for a return from inside the United States. The 7-day refund clock starts when the parcel arrives with us, so keep your drop-off receipt and share the tracking number if you would like us to watch for it. If your bank shows the refund in Canadian, Australian or New Zealand dollars, the converted amount follows your bank’s exchange rate on the day the refund is posted.
\nIf customs charges were applied to your original parcel, contact us before you send the return. Duties and import taxes depend on the destination country, and we will talk through your situation with you rather than leave you to guess.
\nEmail support@mugmellow.shop with your order number and the date you sent the return. We reply within 24 hours on business days. For the return steps, see Returns & Exchanges; for delivery times on a reprint or new order, see Shipping & Delivery; for anything else, the Help Center is a good place to start.
\nMug Mellow, 8 Willard Drive, Uxbridge, MA 01569, US.
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