Refund & Returns Policy

Exactly what can be returned, by when, how to start a return, who pays for postage, how and when you are refunded, and what happens if an item arrives damaged or wrong. All returns are arranged by email — please contact us before sending anything back.

Last updated: 17 September 2026

How to return an item

1. Email us first Send your order number and the item you want to return to support@luvmuggs.com. If the item arrived damaged, faulty or is not what you ordered, attach a photograph of the item and of the outer box.
2. Receive your return authorisation Within one business day we reply with a return authorisation number, the correct return address and, where we are paying the postage, a prepaid label.
3. Pack and send the item Pack the item unused in its original packaging, write the return authorisation number clearly on the outside of the parcel, and send it to the address we give you. We recommend a tracked service.
4. We inspect it When the parcel arrives at our warehouse we check that the item matches the order and the conditions below, and email you to confirm the return is approved.
5. You are refunded Within 5 business days of approval we issue the refund to the payment method you used.

The 30-day return window

• You may start a return within 30 days of delivery.
• The window is counted from the date FedEx records the parcel as delivered, not from the date you placed the order.
• You need to email us to start the return within the 30 days; the parcel itself can arrive back with us after that, as long as the return was authorised in time.

Condition of returned items

We inspect every return when it arrives. If an item comes back used or damaged by the customer, we will contact you and either send it back to you at your cost or offer a partial refund — we will not simply keep it.

Items that cannot be returned

• Personalised or made-to-order items;
• Clearance items marked “final sale” on the product page;
• Gift cards.

Nothing else is excluded. If a product page does not say “final sale”, the standard 30-day return window applies.

Who pays for return postage

Damaged, faulty or incorrect items

• Damaged in transit: email a photo of the damage and of the outer box within 7 days of delivery. We send a replacement or a full refund, whichever you prefer, and you pay nothing.
• Faulty: if a mug develops a fault that was not caused by misuse — a crack that appears on first wash, a lid that never sealed, a handle separating — email us with a photo and we will put it right.
• Wrong item: email us with your order number and a photo of what arrived. We arrange the correct item or a full refund and cover the cost of returning the wrong one.
• Please keep the packaging until the claim is settled; FedEx may ask to see it.

Refunds: amount, method and timing

Once your return is approved we issue the refund within 5 business days, always to the original payment method. We cannot refund to a different card or account.

We email you when the refund has been issued. If you have not seen it after the times above, check with your bank or PayPal first, then contact us and we will send the refund reference.

Import duty and delivery charges

• Import duty: the 10% import duty is part of the product price rather than a separate charge, so refunding the price of a returned item refunds the duty with it. There is nothing extra to claim.
• Delivery charge on damaged, faulty or wrong items: if a return is because of our mistake, the delivery charge for that order is refunded too.
• Delivery charge on change-of-mind returns: the original $45 delivery charge is not refunded, and return postage is paid by you.
• No restocking fee: we never deduct anything from a refund for handling.

Exchanges

We do not process direct exchanges, because holding an item for you while a return is in transit risks it selling out. Instead, return the original item for a refund and place a new order for the one you want — that way the new item is secured straight away.

Cancelling an order

• Before it is packed: email us with your order number as soon as possible. If the order has not yet been packed, we cancel it and refund it in full, including delivery.
• After the FedEx label is printed: the order is on its way and can no longer be cancelled. Once it arrives, the standard return process above applies.

Where returns go

Authorised returns are received at our warehouse: LuvMuggs Fulfilment, 10/F, Wyler Centre 1, 202-210 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong. Only send a return there once we have given you an authorisation number, and include that number on the parcel.

Your statutory rights

This policy is in addition to your rights under California and US consumer law and does not limit them. If a product is not as described or not fit for ordinary use, you are entitled to a remedy whether or not the 30-day window has passed.

Returns questions