RETURNS POLICY:
We are confident that you will be happy with your purchase, but if for any reason you wish to return your items, please note that standard items can be returned within 7 days of delivery. However, personalised or sale items may have different return conditions, so please review specific guidelines for these products. Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, we will mail you a gift certificate.
DAMAGED / FAULTY GOODS:
Please check your goods immediately on delivery. If items arrive damaged or faulty, please let us know within 3 days. We will ask you to forward photographic evidence so we can help establish how the damage occurred, and we may ask you to arrange to post them back to us. We will reimburse you for any extra postage costs. If you do not inform us within 3 days, we will have no liability for items said to be damaged or faulty on delivery.
PERSONALISED PRODUCTS:
Unless there has been an error on our part or the item you purchased is defective or damaged, we cannot accept returns on 'personalised' or’ bespoke’ items, as they cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input and personalisation details and dates. Please check all details you input carefully. Please refer to The Consumer Protection (Distance Selling) Regulations 2000 - Exceptions to the right to cancel.
WHAT TO DO:
Email us at whataloadofmugs@gmail.com, indicating which item(s), the order number, your reason for returning the item, and whether you are seeking a replacement or refund.
If the item is returnable under our returns policy terms and conditions, we will issue you with a return address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us, or we will not be able to process your return. This returns policy does not affect your statutory rights.
RETURNS POSTAGE:
You are responsible for your items during the return shipping process. We recommend using a tracked, insured service to ensure your parcel reaches us safely and confidently.
We would suggest you obtain proof of postage when returning items. You can do this by requesting a receipt at your local post office. If an item is lost on its way back to us, proof of postage will be required for a refund to be actioned. We would also suggest that you check that the item is adequately protected for its return journey, ideally in the protective packaging it arrived in.
COST OF RETURN:
You will pay the cost of returning goods unless the item is damaged or faulty; if so, please include a postage receipt, and we will refund this amount.
REFUNDS / REPLACEMENTS:
For item(s) returned to us within 7 days of delivery, with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, we will process a refund or replacement within 14 working days of receipt of the returned items. A refund will be made in the same form of payment used for the initial purchase.
REFUND PAYMENTS:
Refunds will be made within 30 days of a refund being agreed upon.
Your rights to return the goods to us will not apply in the following circumstances:
• Any products that we have made, personalised or customised specifically for you
• Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
• If you have made a spelling mistake on your order and it has been sent for production
• You have disposed of the item you have an issue with
SALE / SPECIAL OFFER ITEMS:
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded. If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, we will mail you a gift certificate. We will mail the certificate to you.
This Returns Policy was last updated SEPTEMBER 2026