Mug In Town · Return and Refund Policy | Effective: October 13, 2026

Because every Mug In Town product is made to order, our return and refund policy is designed to protect both the quality of your experience and the sustainability of our business.

1. Made-to-Order Products (Non-Returnable Items)

Because each item is produced individually upon order, we do not accept physical returns, exchanges, or refunds for:

• Change of mind or buyer's remorse.
• Incorrect product, design, or quantity selected by the customer.
• Custom text, spelling, or personalization errors submitted by the customer at checkout.

2. Order Changes & Cancellations

Because our automated fulfillment process begins shortly after an order is placed, order changes (including shipping address corrections or custom text edits) or cancellations are only possible within 2 hours of placing your order, provided the order has not yet entered production. Once an order has entered the production queue, it cannot be canceled or modified because the product is already being made specifically for you.

3. Product Appearance Disclaimer

Because all products are printed individually, slight variations in color, print placement, and appearance may occur. In addition, colors displayed on screens and monitors may differ slightly from the final printed product on ceramic. These minor variations are normal in the sublimation printing process and do not qualify as defects.

4. When We Will Offer a Refund or Replacement

We will gladly provide a free replacement or a full refund in the following cases:

• The product arrives broken, shattered, or damaged in transit.
• The product arrives with a noticeable manufacturing defect or printing error.
• You receive the wrong item or design due to a fulfillment error on our part.
• Your order is lost in transit and confirmed undelivered by the shipping carrier.

5. Returned Packages & Incorrect Addresses

Our U.S. fulfillment facilities do not store inventory or process physical returns. If a package is returned to the sender due to an insufficient, incorrect, or incomplete shipping address provided by the customer, or if a package goes unclaimed, our fulfillment partner automatically donates or disposes of the item upon return.
In these cases, Mug In Town cannot issue a refund for the original order. If you would like a replacement sent to a corrected address, you will be responsible for the cost of reprinting and shipping the replacement item.

We will respond within 3 business days and, if approved, process a replacement or issue a full refund within 5–10 business days.

6. How to Request a Refund or Replacement

To initiate a claim, contact us at hello@mugintown.com within 7 days of the delivery date. You must include:

Your order number.

A clear description of the issue.

Clear photos showing the broken item, manufacturing defect, or incorrect print (as well as the shipping box label if damaged in transit). Claims submitted without photographic evidence cannot be processed.

Do not ship damaged or defective items back to the return address on the shipping label. We will review your claim within 2–3 business days and, if approved, process a free replacement or issue a full refund to your original payment method within 5–10 business days.

7. Chargebacks & Disputes

We strongly encourage customers to contact us at hello@mugintown.com before initiating a chargeback with their bank. We are committed to reviewing valid issues and resolving them fairly.