Refund and Returns Policy

Effective date: 01/10/2025 / “Last updated: 01 October 2025”

At Studio Mugs, we want you to be completely satisfied with your purchase.
This Refund & Returns Policy explains how we handle returns, exchanges, and refunds.

1. Non-Personalised Items

You may return any non-personalised product within 14 days of receiving it for a full refund or exchange.
Returned items must be unused, in their original packaging, and in resaleable condition.

To request a return, please contact us at info@studiomugs.co.uk with your order number and reason for return.
We’ll confirm the return address and next steps.

2. Personalised / Custom-Made Items

Because personalised products are made specifically to your design, we can only offer refunds or replacements if:
– The product is faulty or damaged on arrival.
– The personalisation does not match the details provided in your order confirmation.

Please double-check all spellings, artwork, and layout before placing your order.
We cannot accept returns for errors made by the customer.

3. Faulty or Damaged Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with clear photos of the issue.
Once verified, we’ll offer a replacement or refund or partial refund.

4. Refund Processing

Approved refunds will be processed to your original payment method within 5 working days after we receive and inspect the returned items.

5. Exchanges

Exchanges are available for non-personalised products of equal value, subject to stock availability.

6. Return Shipping

Customers are responsible for return postage costs unless the item is faulty or we made an error.
We recommend using tracked shipping as we cannot be responsible for items lost in transit.

7. Contact

If you have any questions about returns or refunds, please contact:
Studio Mugs
Email: info@studiomugs.co.uk
Address: Studio RB, 7 James Street, Chesterfield, S41 7JE