Order cancellation

All orders can be cancelled until they are made. If your order has been paid and you need to change or cancel it, you must contact us as soon as possible. Once the Production process has started, it can no longer be cancelled.

At MuggaTea, every personalised mug is made with care, attention to detail, and a whole lot of love. We want you to be completely happy with your purchase, so we’ve outlined our refunds and returns policy below to make things clear and simple.

🔄 Returns

We accept returns on non-personalised items within 14 days of delivery. To be eligible for a return, your item must be:

  • Unused and in its original condition

  • In its original packaging

  • Returned within 14 days of receipt

If your return is approved, you’ll receive a replacement or refund (depending on the issue and item type).

💖 Personalised Items

Because all personalised mugs are custom-made to order, we unfortunately cannot offer refunds or exchanges for:

  • Change of mind

  • Incorrect spelling, details, or messages provided by the customer

  • Design or image errors that match the preview or details submitted during ordering

Please double-check all personalisation details before placing your order — we print exactly what you provide.

⚠️ Refunds & Replacements (Faulty or Damaged Items)

If your item arrives damaged, faulty, or incorrect due to our mistake, we’ll gladly replace it or offer a refund. To help us resolve the issue quickly, please contact us within 3 days of delivery with:

  • Your order number

  • A clear photo of the issue

  • A brief description of the problem

We’ll review your request and arrange a replacement or refund where applicable.

🚫 Matters Beyond Our Control

Refunds or replacements will not be issued for issues that are outside our control, such as:

  • Postal delays

  • Damage caused after delivery

  • Incorrect personalisation details provided by the customer

  • Incorrect address supplied by the customer

📩 How to Contact Us

To initiate a return or report an issue, please email our friendly team at hello@muggatea.co.uk with your order details. We’ll do our best to respond promptly and make things right where possible.

MuggaTea Refunds & Returns Summary:

  • ✅ 14-day return period for non-personalised items

  • 🚫 No refunds or returns for change of mind on personalised products

  • 💬 Replacements or refunds for damaged or faulty items only

  • 💡 Always check your personalisation details carefully before confirming your order

Thank you for shopping with MuggaTea — we appreciate your understanding and support of our small business! 💛