Refund policy

Last Updated: May 22, 2026

1. Custom Corporate Production

At Mugs360, every product is custom-manufactured and printed on demand specifically for your order. Because we do not pull off-the-shelf inventory from a warehouse, our return and replacement policies are tailored to custom B2B manufacturing.

2. When We Issue Replacements or Credits

We stand behind the quality of our products. If we made a mistake or if the carrier mishandled your volume order, we will make it right. You are fully eligible for replacements or a proportional credit in the following scenarios:

  • Transit Damage: Items arrived chipped, cracked, or shattered.
  • Manufacturing Defects: The print is significantly blurred, misaligned, or the physical mug is defective.
  • Incorrect Fulfillment: You received a different size, quantity, or design than what was agreed upon in your invoice.

Note: We print on high-quality glossy mugs. Because every monitor calibrates colors differently, minor technical variations between your digital screen and the final fired ceramic product are normal and do not qualify as a manufacturing defect.

3. When We Cannot Accept Returns

Because your items are custom-produced on demand specifically for your order, we cannot offer returns, refunds, or exchanges in the following situations:

  • Event Overstock: We cannot accept returns for unused mugs if you ordered too many for a corporate event, promotion, or team rollout.
  • Order Input Errors: We cannot replace items or issue refunds if your team selected the wrong design variant, quantity, or size (e.g., 11oz instead of 15oz) from our catalog during checkout or on your purchase order.

4. How to Submit a Claim

To help us resolve your issue quickly, all damage or defect claims must be submitted within 14 days of the delivery date provided by the shipping carrier.

To initiate a claim, please email us at support@mugs360.store and include:

  • Your Invoice or Order Number.
  • Clear photos of the damaged or defective mugs.
  • A photo of the original packaging (if claiming transit damage).

Once verified, we will fast-track replacements to your team or issue a proportional credit.

5. Shipping and Delivery Issues

  • Incorrect Address: We cannot issue refunds or free replacements if the wrong shipping address was provided to us. If a package is returned due to an incorrect address, your company will be responsible for the cost of re-shipping.
  • Marked as "Delivered": If the carrier's tracking link marks your package as successfully delivered to the facility or address provided, Mugs360 is not liable for subsequent theft, loss, or misplacement within your corporate mailroom or receiving dock.
  • Curation Credit Transit Guarantee: If your team utilizes our B2B Curation Credit system, your order is backed by our full transit guarantee. If any individual employee’s package is lost or broken in transit by the carrier, we will replace it entirely at our expense.

Contact Us

  • General Support: support@mugs360.store
  • B2B & Procurement: daniel@mugs360.co