Refund & Returns Policy

Effective Date: October 12, 2024

At YourMugCreations.com, we strive to provide high-quality, personalized mugs that our customers will love. However, we understand that there may be occasions when a return or refund is necessary. This policy outlines the terms and conditions for returns and refunds to ensure transparency and fairness for both our customers and Caro & Co Designs LLC.

1. General Policy Overview

Due to the personalized nature of our products, all sales are final, and we typically do not offer returns or refunds. However, if you receive a defective or incorrect product, we are happy to work with you to resolve the issue. Please review the conditions and process below for initiating a return or refund.

2. Conditions for Returns

You may request a return or refund if:

  • The product arrives damaged or defective.
  • The product received is not what you ordered (e.g., incorrect design, name, or customization).
  • The product contains errors due to a mistake on our part.

Note: Due to the custom-made nature of our products, we cannot accept returns or provide refunds for personalized items where the error was caused by incorrect information submitted by the customer (e.g., misspelled names or wrong dates).

3. Return Eligibility Requirements

For a return or refund to be processed, the following conditions must be met:

  • You must contact us within 14 days of receiving your order.
  • The item must be unused and in the same condition that you received it.
  • Proof of purchase (e.g., order confirmation or receipt) must be provided.
  • For defective or damaged products, you must provide clear photos of the damage or defect.

We reserve the right to decline a return or refund if the conditions are not met.

4. Non-Returnable Items

Because each product is custom-made to your specifications, we cannot accept returns for the following:

  • Personalized products where the design, name, or customization matches the order details provided.
  • Products that have been used or altered after delivery.
  • Any item that is returned more than 14 days after delivery.

5. Initiating a Return or Refund

To initiate a return or refund, please follow these steps:

  1. Contact Us: Send an email to [email protected] with your order number, a description of the issue, and photos of the damaged or incorrect product (if applicable).
  2. Assessment: Our customer support team will review your request and respond within 3 business days to let you know whether your request qualifies for a return or refund.
  3. Return Authorization: If your return is approved, we will provide you with instructions on how to return the product. You must return the item to the following address:Caro & Co Designs LLC
    1234 Tangled Orchard Trce
    Loxahatchee, FL, 33470
    USA
  4. Shipping Costs:
    • If the return is due to a defect or error on our part, we will cover the return shipping costs.
    • If the return is for any other reason, the customer is responsible for the return shipping costs.
  5. Return Shipment: Once we receive the returned item, we will inspect it to verify the condition. If approved, we will process your refund or send a replacement product, depending on your preference.

6. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed as follows:

  • Refund Method: Refunds will be issued to the original payment method (e.g., credit card or PayPal).
  • Timeframe: Please allow 5-7 business days for the refund to be processed and appear on your statement, depending on your bank or credit card provider.

Partial Refunds

Partial refunds may be issued in certain circumstances, such as if the product is returned but is not in its original condition or is damaged for reasons not due to our error.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please follow the process outlined in the “Initiating a Return or Refund” section above.

8. Late or Missing Refunds

If you have not received your refund after the stated processing time, please:

  • First, check your bank account again.
  • Then, contact your credit card company or bank, as it may take some time before your refund is officially posted.
  • If you’ve done all of this and still have not received your refund, please contact us at [email protected].

9. Contact Information

If you have any questions about our refunds and returns policy, please contact our customer support team:

  • Email: [email protected]
  • Business Address: 1234 Tangled Orchard Trce, Loxahatchee, FL, 33470, USA

Caro & Co Designs LLC reserves the right to update or modify this policy at any time. Any changes will be posted on this page, and the “Effective Date” will be updated accordingly.

By making a purchase from YourMugCreations.com, you agree to the terms of this Refunds and Returns Policy.