Refund policy

At CeramicMug, customer satisfaction is important to us. This Return & Refund Policy explains the conditions and procedures applicable to returns, refunds, damaged products, incorrect products, and order-related issues.

By purchasing from ceramicmug.shop, you acknowledge and agree to the terms described below.

1. 30-Day Return Policy

We offer free returns within 30 days of delivery.

The 30-day return period begins on the date your order is confirmed as delivered to the shipping address provided during checkout.

To be eligible for a standard return, the product should generally be:

In its original or substantially unchanged condition
Unused or showing no unreasonable signs of use
Returned with included parts and accessories
Accompanied by proof of purchase or a valid order number

Please do not send a return to an address without first contacting our customer support team.

2. How to Request a Return

To initiate a return, contact:

support@ceramicmug.shop

Please include your order number, the item you wish to return, and the reason for the return.

If the product arrived damaged, defective, or incorrect, photographs of the item and packaging may be requested so that we can evaluate the issue efficiently.

Once your request is reviewed, we will provide the appropriate return instructions.

3. Free Returns

Eligible returns under this policy are provided at no return shipping cost to the customer.

Customers should follow the return instructions provided by our support team. CeramicMug may not be responsible for products sent to an unauthorized address or returned using a method that was not approved or provided by us.

4. Damaged or Defective Products

Please inspect your order after delivery.

If an item arrives damaged, defective, or materially different from the product ordered, contact us as soon as reasonably possible at support@ceramicmug.shop.

Include your order number and clear photographs showing the issue when possible.

Depending on the circumstances, we may offer an appropriate resolution such as a replacement, refund, or other remedy.

5. Incorrect Items

If you receive a product different from the product you ordered, please contact our customer support team. We will review the order and provide instructions for resolving the issue at no additional cost where applicable.

6. Refunds

After an eligible return has been received and reviewed, we will notify you regarding the status of your refund.

Approved refunds are generally issued to the original payment method. The time required for the refunded amount to appear may vary depending on the payment provider, bank, or card issuer.

Original shipping charges are not applicable to standard orders because CeramicMug provides free worldwide shipping.

7. Order Cancellations

If you wish to cancel an order, contact us as quickly as possible.

We will attempt to accommodate cancellation requests before the order enters processing or shipment. However, cancellation cannot be guaranteed once fulfillment has begun.

If cancellation is no longer possible, you may request a return after receiving the order, subject to this policy.

8. Exchanges

Product availability can change. For this reason, exchanges may be handled as a return and a new purchase when appropriate.

Please contact customer support before returning any item for an exchange.

9. Exceptions

Certain items may not qualify for return where returning them would violate applicable health, safety, hygiene, or consumer protection requirements. Any legally required rights or remedies remain unaffected.