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Mugs Lovers Online Store. Unique custom Mugs with exclusive designs. (Orders only to US)

Refund Policy

1. Overview
Thank you for shopping with us.
All products sold through our website are custom-made and printed on demand by SPOKE Custom Products through the Printify fulfillment network. Because each item is produced specifically for each order, our refund and return policy differs from that of traditional retail stores.
By placing an order on our website, you acknowledge and agree to the terms outlined below.
2. Returns and Exchanges
Because all products are made to order, we do not accept returns or exchanges for:

  • Buyer’s remorse

  • Change of mind

  • Ordering the wrong product

  • Ordering the wrong size

  • Ordering the wrong color

  • Accidental purchases

  • Personal preference issues

Since products are custom-manufactured specifically for each customer, returned merchandise cannot be restocked or resold.
3. Damaged, Defective, or Incorrect Items
If your order arrives:

  • Damaged during shipping;

  • With a manufacturing defect;

  • With a printing error;

  • Incorrectly produced compared to the approved order;

you may be eligible for a free replacement or refund.
To qualify, you must contact us within 30 days of the delivery date and provide:

  • Your order number;

  • A description of the issue;

  • Clear photographs showing the defect or problem.

Once the issue has been reviewed and verified, we may, at our sole discretion:

  • Issue a replacement product at no additional cost; or

  • Issue a full refund.

Customers are generally not required to return defective products in order to receive a replacement or refund.
4. Claims Submission Deadline
All claims regarding damaged, defective, or incorrect products must be submitted within 30 calendar days after delivery.
Claims submitted after this period may not be eligible for replacement or refund.
5. Print Placement and Color Variations
Minor variations may occur due to the nature of the print-on-demand manufacturing process.
The following are not considered defects:

  • Slight color differences between screen displays and printed products;

  • Minor print placement variations within accepted manufacturing tolerances;

  • Variations caused by monitor, mobile device, or display settings.

Such variations are normal and do not qualify for refunds or replacements.
6. Lost Packages
If a package is confirmed lost in transit by the shipping carrier, please contact us.
After verification, we may provide:

  • A replacement shipment; or

  • A refund, depending on the circumstances.

7. Incorrect Shipping Address
Customers are responsible for providing accurate shipping information.
If an incorrect or incomplete shipping address is provided:

  • We are not responsible for delivery failures;

  • Refunds are generally not available;

  • A replacement order may require additional charges.

Orders returned due to customer-provided address errors may require the customer to pay for reshipping or a replacement order.
8. Order Cancellations
Orders may only be canceled before production begins.
Because production often starts shortly after an order is submitted, cancellation requests cannot be guaranteed.
Once an order enters production, it cannot be modified, canceled, or refunded except as provided under this policy.
9. Refund Processing
If a refund is approved, the refund will be issued to the original payment method used for the purchase.
Refund processing times may vary depending on:

  • Payment provider;

  • Credit card issuer;

  • Banking institution.

Most refunds are completed within several business days after approval.
10. Chargebacks and Payment Disputes
Customers are encouraged to contact us before initiating a payment dispute or chargeback.
We reserve the right to provide supporting documentation, shipping records, tracking information, and production records to payment processors when responding to chargeback claims.
11. Contact Us
If you experience any issue with your order, please contact our customer support team through the contact information provided on this website.
To help us resolve your issue quickly, please include:

  • Order number;

  • Full name used for the purchase;

  • Description of the issue;

  • Photos of the product (if applicable).

Important Notice: Because all products are custom-made and produced on demand, refunds and replacements are available only for verified manufacturing defects, printing errors, damaged products, or fulfillment mistakes. Returns, exchanges, and refunds for customer preference changes are not accepted.

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