Refund policy

Return and refund policy

We have a 14 day return policy for standard non customised mugs, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your standard mug must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at bachirbasel@gmail.com . If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customised or personalised mugs are made to order and are non returnable and non refundable, except in cases where the item arrives damaged, defective, or incorrect due to our error.

You can always contact us for any return questions at bachirbasel@gmail.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. For customised mugs, you must contact us within 48 hours of delivery and provide clear photos of the item and packaging so that we can evaluate the issue and make it right.

Exceptions and non returnable items
Certain types of items cannot be returned, including customised or personalised mugs, sale items, and gift cards. Customised mugs cannot be returned or refunded due to change of mind, spelling mistakes, incorrect text, or images provided by the customer.

Exchanges
The fastest way to ensure you get what you want is to return an eligible standard item, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return a standard non customised item within 14 days, for any reason and without justification. The item must be unused, in its original packaging, and returned with proof of purchase. This right does not apply to customised or personalised items.

Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at bachirbasel@gmail.com