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REFUND POLICY

Returns & Refund Policy – TheMugProjekt

Last Updated: December 19, 2025

At TheMugProjekt, we take pride in the quality of our premium printed mugs and strive to ensure every order reaches you in perfect condition. As most of our mugs are custom-made or personalised, we have a strict but fair returns policy.

1. Eligibility for Returns & RefundsReturns, replacements, or refunds are accepted only in the following cases:

  • Damaged/Broken Mug: The mug arrives cracked, chipped, or broken due to transit mishandling.

  • Wrong Item Delivered: You receive a different design, shape, or mug than what was ordered and confirmed.

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No returns, replacements, or refunds will be provided for:

  • Change of mind or personal preference.

  • Minor colour variations due to screen settings or sublimation printing process.

  • Issues arising from customer-provided images/text that are low-resolution or unsuitable for printing.

  • Normal wear and tear after use.

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2. Proof Required for Claims To process any return, replacement, or refund, you must provide:

  • A clear unboxing video (recorded in one continuous shot without edits) showing:

    • The outer packaging and courier label.

    • Opening the package.

    • The complete mug(s) from all angles, clearly displaying the damage or incorrect item.

  • Photographs of the damaged/wrong item and packaging.

  • Order number and details.

Claims must be reported within 48 hours of delivery. Claims reported after this period or without the required video proof will not be accepted.3. Process for Returns/Replacements/Refunds

  1. Contact us via email ([your email]) or WhatsApp ([your number]) within 48 hours with the required video and photos.

  2. Our team will review the evidence within 2-3 business days.

  3. If approved:

    • Replacement: We will ship a new mug at no extra cost (fastest available shipping).

    • Refund: Full refund (including shipping charges) will be processed to the original payment method within 7-10 business days.

  4. You may be required to return the damaged/wrong item (shipping arranged and paid by us).

4. Non-Returnable Items

  • All customised/personalised mugs are made-to-order and are strictly non-returnable/refundable except for the cases mentioned above.

  • Gift-wrapped or bundled orders follow the same policy.

5. Contact Us

For any return or refund queries, reach us at:
Email: themugprojekt@gmail
WhatsApp: +917989633186

We are here to ensure your complete satisfaction. Thank you for choosing TheMugProjekt!

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