Refund policy

1. Custom Corporate Production

At Mugs360, every vessel 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 strictly tailored to custom B2B manufacturing.

2. When We Issue Replacements or Credits

We stand behind the quality of our infrastructure. If a manufacturing or logistical error occurs on our end, we will make it right. You are fully eligible for a replacement 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 vessel is defective.

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

3. When We Cannot Accept Returns or Issue Refunds

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

  • Expired Choice Credits: Prepaid Choice Credits expire 90 days after purchase to protect against inflating supply chain costs. We do not offer refunds, cash back, or rollovers for credits left unredeemed after this window.
  • Event Overstock: We cannot accept returns for unused bulk physical vessels 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 member selected the wrong personality-aligned design during checkout or if a typo was made on a standard 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 Number or individual Order Number.
  • Clear photos of the damaged or defective vessels.
  • 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

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

Contact Us

  • General Support: support@mugs360.store
  • B2B & Corporate Sales: corporate@mugs360.net