Refund Policy

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This Refund Policy is about money: when Mug Loft refunds an order, how much comes back, where it goes and how long it takes to reach you. The practical steps for sending a mug back, swapping a size or reporting a broken item are on our Returns & Exchanges Policy page. If you have a question about a specific refund, write to support@mugloft.com with your order number and we will reply within 1 business day.

Refunds in one glance

  • Timing: your refund reaches the original payment method within 7 days after approval.
  • Approval means: your return has been received and inspected, your photo claim has been accepted, or your cancellation has been confirmed.
  • Return window: 60 days from delivery, for any reason.
  • Return postage: paid by us on every return.
  • Fees: no restocking fee and no deductions for using the return service.
  • Method: back to the payment method you used at checkout.

1. When you are entitled to a refund

You can receive a refund in each of these situations:

  • You return an item within 60 days of delivery, for any reason, and choose a refund rather than an exchange.
  • An item arrives damaged, defective, misprinted or different from what you ordered, and you prefer a refund to a replacement.
  • Your parcel is confirmed lost by the carrier, or the carrier investigation is not resolved within 5 business days.
  • You cancel your order within 24 hours of placing it and before it ships, as explained on the Cancel or Change an Order page.
  • We cannot fulfil your order, for example because a design is no longer available or a personalisation request cannot be printed as entered, and you do not want an alternative.
  • An exchange item costs less than the item you returned, in which case we refund the difference.

2. How long a refund takes

Once a refund is approved, it reaches your original payment method within 7 days. “Approved” has a clear meaning for each situation, set out in the table below, so you always know when the 7 days begin.

When the 7-day refund period starts
Situation Refund is approved when What you receive
Change-of-mind return The mug arrives back and passes inspection (usually within 2 business days of arrival) Item price plus any return postage you paid yourself and we agreed to reimburse
Damaged, defective or misprinted item We accept your photos; usually no return needed Full item price, or a free replacement if you prefer
Wrong item sent We accept your photos Full item price, or the correct item shipped free
Lost parcel The carrier confirms the loss or 5 business days of investigation pass without a result Full order amount, or a replacement
Cancellation within 24 hours We confirm the cancellation by email Full order amount
Exchange for a cheaper item The returned mug is received and approved The price difference
Order we cannot fulfil We tell you we cannot fulfil it Full amount for the affected items

The 7 days include the time your bank or payment provider needs to post the money to your account. In practice most refunds appear sooner; when we send the refund, we email you a confirmation with the amount.

3. How much is refunded

We refund the price you paid for the returned items, including any sales tax charged on them. Because shipping to the United States, Canada, Australia and New Zealand is free, there is no outbound shipping charge to refund or to deduct. We never charge a restocking fee, and we do not deduct anything for using our return label.

If you paid your own return postage because no prepaid label was available for your location, we add the postage shown on your receipt to the refund, as long as you used a standard tracked service. If an order was paid with a discount, the refund is based on the amount you actually paid for the returned items, not the full list price.

Import duties or taxes charged by the destination country on an international parcel are collected by that country’s authorities, not by us, so we cannot refund them directly. Many customs authorities have their own process for reclaiming duties on returned goods; we are happy to provide the order documents you need for that claim.

4. Partial refunds

A partial refund happens when only part of an order is returned or affected. Two examples. First: you ordered four holiday mugs as secret-santa gifts and return one; we refund that one mug. Second: one mug in a set of four arrives with a hairline crack and you would rather keep the other three than wait for a replacement; we refund the value of the damaged piece. In both cases the remaining items are yours to keep and enjoy.

5. Where the refund goes

Refunds always go back to the payment method used at checkout. For security reasons we cannot send a refund to a different card, account or person. If the original card has since been cancelled or replaced, your bank normally forwards the refund to the new card; if it cannot, contact us and we will work out a solution with you and the payment provider.

Refunds are made in US dollars (USD), the currency of the store. If your card is in Canadian, Australian or New Zealand dollars, your bank converts the refund using its own rate on the day it posts, which can differ slightly from the rate on the day you paid. We cannot control that difference.

6. Refunds for gifts

When a gift recipient returns a mug, the refund goes to the person who paid for it, through the original payment method. A recipient who prefers not to involve the buyer can choose an exchange instead, which we ship free. See the gift section of our Returns & Exchanges Policy.

7. Refunds for personalised and color-changing mugs

Personalised mugs follow the same 60 days and 7 days as every other product. If the personalisation we printed differs from the text you entered, you receive a full refund or a corrected mug at no cost. If the mug is printed exactly as entered and you simply changed your mind, it can still be returned for a refund within the window.

For color-changing mugs, a coating that does not react to hot liquid within the 60-day window is treated as a defect and refunded or replaced in full.

8. Refunds when we cancel an order

Occasionally we have to cancel all or part of an order ourselves: a design is withdrawn, a print file cannot be produced to the standard we expect, or a personalisation request contains text we are unable to print (for example a trademarked logo or a third party’s artwork). When that happens we email you before anything ships, explain the reason, and offer an alternative where one exists. If you prefer a refund, or if you do not reply within 3 business days, we refund the affected items in full and the 7 days start from the moment we confirm the cancellation to you.

9. Four refund examples

A mug that is simply not your style

You order a 15 oz mug with a bold geometric print, live with it for three weeks and decide it is not for you. You email us on day 25 after delivery, receive a prepaid label the next business day, and post the mug back. It arrives and is inspected two business days later. From that approval, your refund reaches your card within 7 days. You paid nothing for shipping either way.

A name printed wrongly

You typed “Jules” in the personalisation field and the mug arrives reading “Juels”. You send us a photo. We approve the claim the same day and you choose a refund. The full price is back on your card within 7 days, and you can keep or recycle the misprinted mug.

A parcel that never arrives

Your tracking to New Zealand stops updating and nothing changes for 7 business days. You contact us, we open a carrier investigation, and after 5 business days there is still no answer. You choose a refund over a replacement; the whole order amount is refunded within 7 days of that decision.

A change of plan within a day

You order a teacher thank-you mug, then realise the class has already bought one. You email us four hours later. The order has not shipped, so we cancel it, confirm by email, and refund the full amount within 7 days.

10. Records and receipts

Every refund generates an email confirmation with the order number, the items refunded, the amount and the date. Keep it for your records; it is also the easiest document to show your bank if you ever need to trace the payment. If you need an updated receipt for an order after a partial refund, for example for an expense claim, ask us and we will send one.

11. Orders that arrive in more than one parcel

When an order is split into two parcels, each parcel is handled on its own. If the first parcel arrives safely and the second is lost or damaged, we refund or replace only the items in the affected parcel, and the 60-day window for each item counts from the day that item was delivered. You never lose return time because part of your order arrived later than the rest.

12. Mixing a refund and an exchange

You can combine both in one request. Say you ordered an 11 oz mug and a latte mug: you might keep the 11 oz, exchange it for the 15 oz version, and return the latte mug for a refund because it is too wide for your car’s cup holder. Tell us what you want for each item in a single email; we send one return label for both mugs, ship the 15 oz free, and refund the latte mug within 7 days after the returned items are received and approved.

13. If your refund has not arrived

  1. Check the refund confirmation email we sent; it shows the amount and the date we issued it.
  2. Look at your card or account statement for a credit from the store, which may appear under the payment provider’s name rather than “Mug Loft”.
  3. Contact your bank or card issuer, as posting times vary between providers.
  4. If the refund still has not appeared 7 days after approval, email support@mugloft.com. We will trace it with our payment provider and send you the transaction reference.

14. Chargebacks and disputes

If something has gone wrong with an order, please contact us before opening a dispute with your bank. We can usually refund faster than a dispute process, which can take weeks. If a dispute is opened, we will respond with the facts of the order and we will still honour this policy.

15. Questions about refunds

For anything not covered here, email support@mugloft.com or submit a ticket. Related pages: Shipping & Delivery, Cancel or Change an Order, Payment Methods and the FAQs. Your statutory consumer rights in your country are not affected by this policy.

Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.