Refund policy

Return & Refund Policy

Thank you for shopping with The Mug Atelier.

As our products are carefully made to order and quality-checked before dispatch, we generally do not accept returns or refunds for change of mind, incorrect product selection, or personal preference.

Returns

We do not accept returns once an order has been delivered, except in cases where:

  • The item arrives damaged during transit.

  • You receive an incorrect item.

  • The product has a manufacturing defect.

To request assistance, please contact us within 48 hours of receiving your order at bahnijitb@gmail.com.

Your email should include:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the product and its packaging

Please do not send any item back without contacting us first. If a return is approved, we will provide instructions on how and where to send the item.

Damages and Issues

Please inspect your order immediately upon delivery. If your item is defective, damaged, or you receive the wrong product, contact us within 48 hours so we can evaluate the issue and provide an appropriate resolution.

Depending on the situation, we may offer:

  • A replacement product

  • A partial refund

  • A full refund

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom or personalized products

  • Products purchased during promotional or clearance sales

  • Gift cards

  • Products that have been used, damaged after delivery, or are not in their original condition

If you have any questions about whether your item qualifies, please contact us before placing your order.

Exchanges

We currently do not offer direct exchanges.

If an exchange is approved due to a damaged, defective, or incorrect product, we will arrange a replacement at no additional cost.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may have statutory rights under applicable consumer protection laws, including the right to cancel or return your order within 14 days where required by law.

However, this right may not apply to personalized or made-to-order products, as permitted under applicable regulations.

Refunds

If your refund request is approved, the refund will be processed to your original payment method within 10 business days.

Please note that it may take additional time for your bank or payment provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at bahnijitb@gmail.com.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Email: bahnijitb@gmail.com