Refunds and Returns

Draft for review. Highlighted parts wait for a business or legal decision and are not final.

Last updated: OPERATOR: date

Returns and exchanges

You can return a mug, or ask us to exchange it. Email contact@suchmugs.com with your order number within 14 days of delivery, and ship the mug back to us within 30 days of delivery. We will tell you where to send it.

• You pay the return shipping.
• If the mug is not returned in its original condition, you are responsible for any loss in value.
• OPERATOR: where returns are sent. No return address is on file, and a mug made to order by a print partner may need "keep it and we refund" instead.
• OPERATOR: whether the original shipping charge is refunded on a return. The Etsy Suchmugs policy does not say.
• We refund the item price once the return arrives OPERATOR: or once you send a tracking number.

Personalized mugs

Personalized mugs are made for you, so we cannot accept them back or exchange them unless they arrive damaged or defective. In that case we replace the mug or refund you, whichever you prefer (see below). Please check your order confirmation email, which repeats your personalization text, and email us within 12 hours if anything is wrong. A mistake in personalization text that you typed yourself is not a misprint, but if production has not started we will correct it.

If something is wrong with your mug

If your mug arrives broken, chipped, misprinted, defective or not what you ordered, email contact@suchmugs.com within 14 days of delivery with your order number and a photo. We will send a free replacement or give a full refund, including shipping, whichever you prefer. OPERATOR: confirm that a damaged mug does not have to be sent back.

If your parcel is lost in transit or shows delivered but never arrived, email us and we will work with the carrier and then replace or refund. OPERATOR: confirm lost-parcel rule.

Cancelling an order

You can ask to cancel within 12 hours of placing your order. Email contact@suchmugs.com with your order number. After that your mug may already be in production and we may not be able to stop it; the return rules above still apply.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. Stripe says the credit usually shows on your statement about 5 to 10 business days after the refund, depending on your bank.

If we cancel an order because we cannot ship it in time, we refund it promptly. LAWYER: confirm whether 16 CFR 435.1 applies to us; its "prompt refund" is 7 working days in most cases and one billing cycle in the case a search summary links to credit sales (SOURCES U2, paragraph mapping not confirmed). Turn it into a stated number of days.

Discount codes and refunds

If you used a discount code, the refund is the amount you actually paid for the item.

EU buyers

We do not ship outside the United States. LAWYER: confirm whether this policy must mention the EU 14-day withdrawal right at all for a Romanian seller selling only to US consumers. Under EU law that right does not cover goods made to the consumer's specifications or clearly personalized.

Contact

Suchmugs S.R.L., Aleea Coloana Infinitului 8, Bl. M, Sc. 1, Ap. 6, Sector 6, 062112 Bucharest, Romania, contact@suchmugs.com.