Refund policy

What The Mug – Returns & Refund Policy

At What The Mug, we want you to love your purchase. If something isn't quite right, we're here to help.

Changed Your Mind?

You have the right to cancel most online purchases within 14 days of receiving your order, without giving a reason.

To exercise this right, please email hello@whatthemug.co.uk within 14 days of delivery, clearly stating that you wish to cancel.

After notifying us, you have a further 14 days to return your items.

Items should be handled only as necessary to establish their nature, characteristics and functioning. We may make a deduction from your refund if unnecessary handling reduces their value.

Return Postage

For change-of-mind returns, customers are responsible for arranging and paying return postage.

We recommend using a tracked postal service, as you remain responsible for the goods until they reach us.

Please contact us before returning an item so we can provide the correct return address.

Refunds

For valid cancellations, we will refund the price paid for the returned products and any applicable standard outbound delivery charge, as required by law.

Refunds will be made to your original payment method within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact hello@whatthemug.co.uk with your order number and, where possible, photographs of the issue.

We will arrange an appropriate remedy in accordance with your statutory consumer rights, including covering reasonable return costs where applicable.

Your statutory rights are not affected by this policy.

Gift Bundles

If you wish to cancel an entire gift bundle, please contact us for return instructions. Any refund will reflect the amount actually paid, including applicable bundle discounts.

If only part of a bundle is faulty or incorrect, please contact us so we can resolve the issue fairly and in accordance with your statutory rights.