At mugsandmasterpieces.com, we strive to ensure you love your custom mugs and canvas art. Due to the personalized nature of our products, our return policy is limited but designed to address issues fairly. Please review the details below to understand your options for returns or exchanges.
1. Eligibility for Returns
a. Defective or Damaged Products
We accept returns or exchanges for items that arrive damaged, defective, or incorrect (e.g., wrong design, size, or product) due to our error.
You must notify us within 7 days of receiving your order by contacting us at [Your Contact Email] with your order number, a description of the issue, and photos of the damaged or incorrect item.
Approved returns or exchanges will be processed at no additional cost to you, including return shipping.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
b. Non-Returnable Items
Customized Products: Due to the personalized nature of our mugs and canvas art, we cannot accept returns for items that are correctly produced according to your submitted designs or specifications, except in cases of defects or errors on our part.
Customer Errors: Items with designs, text, or images uploaded by you that contain errors (e.g., typos, low-resolution images) are not eligible for return unless the error is due to our production process.
Change of Mind: We do not accept returns for change of mind or dissatisfaction with the design you provided.
2. Return Process
Contact Us: Email us at admin@mugsandmasterpieces.com within 7 days of receiving your order. Include your order number, a description of the issue, and photos (if applicable).
Review: We’ll review your request within 2-3 business days and provide instructions for next steps.
Return Shipping: If approved, customer will be responsible for shipping cost. Do not return items without prior approval, as unapproved returns may not be processed.
Inspection: Returned items must be in their original condition (unused, with original packaging). Once received, we’ll inspect the item and process your refund or replacement.
3. Refunds
Approved Refunds: Refunds will be issued to your original payment method (e.g., PayPal) within 5-7 business days after we receive and inspect the returned item.
Exclusions: Shipping fees are non-refundable unless the return is due to our error. Refunds do not cover customer-provided designs that were produced correctly.
5. Shipping Damage
If your order arrives damaged due to shipping, please report it within 7 days with photos of the damage. We’ll work with our shipping partners to resolve the issue and provide a replacement or refund.
6. International Orders
International customers are responsible for return shipping costs unless the return is due to our error or a defective product. Please contact us for instructions before returning items.
Need help?
Contact us at admin@mugsandmasterpieces.com} for questions related to refunds and returns.