Refund policy

Returns and refunds

You have 30 days after receiving your item to request a change-of-mind return of a non-personalised product.

To request a return, email mugologyltd@gmail.com with your order number or proof of purchase. Please return items within 14 days of notifying us.

Return address:

Mugology
17 School Road
Bury St Edmunds
Suffolk
IP31 3SB
United Kingdom

Return condition and postage

For change-of-mind returns, you are responsible for arranging and paying return postage. We do not provide prepaid return labels for these returns.

Please package your item securely, preferably using its original packaging. We recommend retaining proof of postage.

You may inspect an item as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. For returns requested after the statutory 14-day cancellation period, items must be unused and in their original condition.

Personalised and custom-made products

Products made to your specifications or clearly personalised—including mugs featuring your own names, photographs, artwork or business branding—cannot be returned simply because you change your mind.

This does not affect your rights if an item is faulty, damaged, incorrect or not as described. Standard-design mugs are not excluded merely because they are printed to order.

Damaged, faulty or incorrect items

Please contact mugologyltd@gmail.com as soon as possible, including your order number and photographs where available.

We will arrange an appropriate remedy. If we require the item to be returned, we will cover reasonable return postage costs through a prepaid label, collection or reimbursement.

Refunds

Refunds are made to your original payment method. For cancelled orders, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

Where the whole order is cancelled, we also refund any standard outward delivery charge. Additional charges for upgraded delivery are not refundable unless legally required.

Sale items have the same statutory rights as full-price items.

Your statutory rights

UK consumers normally have 14 days after delivery to cancel an eligible online purchase, followed by another 14 days to return it. Our 30-day policy extends the period for requesting eligible returns.

Nothing in this policy limits your statutory rights.