We want you to love your mug. This page explains your rights under UK consumer law (the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015). Nothing here limits those rights. Our full policy is in our Refund Policy.
Changed your mind
- Tell us within 14 days of the day your mug is delivered. Email cuppacollective@proton.me with your order number. You don't need to give a reason.
- We'll email you the returns address. Please wait for our reply before posting: our mugs are printed by our partner, Printful, which can't accept returns directly.
- Send the mug back unused and well wrapped within 14 days of telling us.
- We refund the price of the mug and any delivery charge you paid, to your original payment method, within 14 days of getting the mug back (or proof you've posted it, if that's sooner).
You pay the cost of sending it back. We recommend a tracked service, as the mug is your responsibility until it reaches us. If the mug comes back used, or handled more than needed to inspect it, we may reduce the refund to reflect that.
Damaged, faulty or wrong
Email us within 30 days of delivery with your order number and a photo. We'll send a free replacement or a full refund, your choice, and you won't need to post anything back. After 30 days you still have rights under the Consumer Rights Act 2015 for faulty goods; just get in touch.
Personalised items
Our current mugs are standard designs, so the 14-day right to cancel applies. If we ever offer mugs personalised with your own text or photo, those can't be returned for a change of mind (unless faulty), and we'll say so on the product page.