Refund policy
1. REFUND POLICY
Last updated 6 October 2026
We want you to love your mug. This policy explains your rights under UK consumer law (the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015). Nothing here limits those rights.
Changed your mind You can cancel your order within 14 days of the day your mug is delivered, without giving a reason.
- Email cuppacollective@proton.me with your order number and tell us you want to cancel.
- We will email you the returns address. Please wait for our reply before posting anything, because our mugs are printed by our print partner, Printful, which cannot accept returns directly.
- Send the mug back unused and well wrapped within 14 days of telling us you want to cancel.
- We will refund the price of the mug and any delivery charge you paid, to your original payment method, within 14 days of receiving the mug back, or of you giving us proof that you have posted it, whichever is sooner.
You pay the cost of sending the mug back. We recommend a tracked service, because the mug remains your responsibility until it reaches us. If the mug comes back used, or has been handled more than was needed to inspect it, we may reduce the refund to reflect the loss in value.
Damaged, faulty or not what you ordered Please email cuppacollective@proton.me within 30 days of delivery with your order number and a photo. We will send a free replacement or give you a full refund, whichever you prefer, and you will not need to post anything back. After 30 days you still have rights under the Consumer Rights Act 2015 for faulty goods, so please get in touch.
Personalised items Our current mugs are standard designs, so the 14-day right to cancel applies. If we ever sell mugs personalised with your own text or photo, those cannot be cancelled for a change of mind unless they are faulty, and we will say so on the product page.
This policy does not affect your statutory rights.