Refund policy

Return and Refund Policy

SBC Custom Printed Mugs

We want you to be happy with your purchase. Please read our returns and refunds policy below.

Ready-Made Design Mugs

If you purchase one of our ready-made design mugs and change your mind, you have the right to cancel your order within 14 days of receiving it.

To request a return, please email sales@sbccustomprintedmugs.co.uk within 14 days of delivery, including your order number.

You then have a further 14 days to return the mug to us.

Please take reasonable care of the mug while it is in your possession. We ask that returned mugs are unused, in their original condition and securely packaged wherever possible.

You are responsible for the cost of return postage for change-of-mind returns. We recommend using a tracked postal service.

Once your return has been received, we will process your refund within 14 days. Refunds will be issued to your original payment method.

For a valid cancellation of the entire order, we will also refund the original standard delivery charge, where applicable. Any additional amount paid for an upgraded delivery service is non-refundable.

We may make a deduction from your refund if the mug has been handled beyond what is necessary to inspect it and its value has been reduced.

Personalised and Custom Printed Mugs

Mugs printed with your own photographs, names, logos, artwork or other personalised designs are made specifically for you.

Because these products are personalised, they are not normally eligible for change-of-mind cancellations or returns.

However, your statutory rights remain unaffected. If your personalised mug arrives faulty, damaged, incorrectly printed or not as described, please contact us so we can resolve the problem.

If you need to cancel or change a personalised order, please contact us as soon as possible. We may be able to help if printing has not yet started, but this cannot be guaranteed.

Damaged, Faulty or Incorrect Items

We take care when printing and packaging our mugs.

If your order arrives damaged, faulty or incorrect, please email sales@sbccustomprintedmugs.co.uk as soon as possible.

Please include your order number, a description of the issue and photographs if available.

We will review the problem and arrange an appropriate replacement, repair or refund in accordance with your statutory rights.

Where an item is faulty or not as described, we will cover reasonable return postage costs where a return is required.

Refunds

Approved refunds will be issued to the original payment method.

For change-of-mind cancellations, refunds will be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

For other approved refunds, we will confirm the arrangements with you.

Your bank or payment provider may take additional time to show the refund in your account.