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Refunds and Returns

Last updated: 6 November 2026

Returns and exchanges

You can return a mug, or ask us to exchange it. Email [email protected] with your order number within 14 days of delivery, and ship the mug back to us within 30 days of delivery. We reply with return instructions.

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 or refund the affected mug (see below). Please check your order confirmation email, which repeats your personalization text, and email us within 12 hours of your order if anything is wrong. A mistake in personalization text that you typed yourself is not a misprint, but if your mug has not gone to print yet we will correct it.

If something is wrong with your mug (limited warranty)

This is a limited warranty from Suchmugs S.R.L. It covers you and the person you gave the mug to.

This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

If your parcel is lost

If your parcel has not arrived by the end of the delivery time stated at checkout, or tracking shows it delivered but it never reached you, email us. You choose: a free replacement, or a refund of the order.

Cancelling an order

Request a cancellation within 12 hours of placing your order: email [email protected] with your order number. If your mug has not gone to print yet, we cancel the order and refund it in full. Once printing has started we cannot cancel it; the refund rules above still apply. We do not hold orders back before printing, so a mug can go to print within those 12 hours.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. We send every refund within 7 working days of the day you become entitled to it, for example the day you cancel, the day your return reaches us, or the day we accept a claim above. Stripe says the credit usually shows on your statement about 5 to 10 business days after we send the refund, depending on your bank.

If we cancel an order because we cannot ship it in time, we refund it in full, including shipping, within 7 working days.

Discount codes and refunds

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

EU residents

We ship only to addresses in the United States. If you live in the European Union, EU consumer law also gives you the right to withdraw from your purchase within 14 days of the day you receive it, without giving a reason. To withdraw, tell us within those 14 days in any clear statement: use the online withdrawal form on this page, or email [email protected]. You may use the model form below, but you do not have to. If you use the online form, we email you an acknowledgement with your statement and the date and time we received it. We then reply with return instructions. Send the mug back without undue delay and within 14 days of the day you tell us you are withdrawing; you pay the direct cost of sending it back. We refund what you paid, including the standard shipping charge, without undue delay and within 14 days of the day we receive your withdrawal, to the card you paid with. We may withhold the refund until we have received the mug back or you have shown us that you sent it, whichever is earlier. You are responsible for any loss in value caused by handling the mug more than is needed to check what it is and how it works. This right does not apply to personalized mugs, because they are made to your specifications.

Model withdrawal form (complete and return this form only if you wish to withdraw from the contract)

(*) Delete as appropriate.

Contact

Suchmugs S.R.L. (Trade Register J40/1626/2019), Aleea Coloana Infinitului 8, Sector 6, 062112 Bucharest, Romania, [email protected].