🔄 Return Policy
At The Mug Spot, customer satisfaction is our priority. We aim to ensure every order meets your expectations. Below is our policy regarding returns, refunds, and exchanges.
🧾 Defective or Damaged Items
If your item arrives damaged, faulty, or with a production error, please notify us within 7 days of receiving your order.
To help us resolve the issue quickly, please provide:
- A clear photo showing the damage or defect
- Your order number and a brief description of the problem
Once verified, we will offer a replacement or full refund, and we will cover all related costs.
Please note that slight variations in print placement, colour appearance, or product finish may occur due to the custom production process and are not considered defects unless significantly different from the approved product design.
📦 Incorrect Items
If you receive the wrong item, please contact us with a photo and your order number. We will arrange a replacement or refund, and we will cover return shipping.
💡 Change of Mind
We accept change-of-mind returns within 30 days of delivery.
To be eligible:
- The item must be unused and in original packaging
- The customer is responsible for return shipping costs
- Refunds are processed within 7 business days after inspection
Please note: Because personalised products are custom-made specifically for each order, customised or personalised items are not eligible for change-of-mind returns.
⚫ Black Ceramic Mugs – Important Note
Our black ceramic mugs are printed using high-quality sublimation printing. Due to the manufacturing and printing process, slight variations between the mug surface colour and printed black backgrounds may occasionally be visible.
- Minor colour tone variations are considered normal
- Small print alignment differences may occur during production
- Returns are accepted for defects, damage, or incorrect items
This does not affect your rights under Australian Consumer Law.
🧊 Water Bottles – Important Notes
Our stainless steel water bottles are printed using high-quality methods. Minor variations or slight print alignment differences may occur due to the manufacturing process.
- Returns are accepted for defects, damage, or incorrect items
- Change-of-mind returns follow the general policy above
- Seam lines or minor print variations are not considered defects
This does not affect your rights under Australian Consumer Law.
🏕️ Enamel Camping Mugs – Important Note
Enamel camping mugs are designed for outdoor use and may have slight imperfections as part of their manufacturing process.
- Change-of-mind returns are not accepted once delivered
- Refunds or replacements are provided only for defects, damage, or incorrect items
This does not affect your rights under Australian Consumer Law.
💰 Refunds
Refunds are issued for eligible returns. Once approved, refunds are processed within 7 business days to your original payment method.
🚚 Shipping Costs
- We offer free shipping on most orders within Australia
- Return shipping is covered by us only for defective, damaged, or incorrect items
- For change-of-mind returns, the buyer is responsible for return shipping
🚫 Ineligible Returns
- Items that have been used, washed, or altered
- Items returned without contacting us first
- Customised or personalised products
📨 How to Start a Return
To initiate a return, email us at info@mugspot.com.au with:
- Your order number
- A photo and description of the issue (if applicable)
We will respond with the next steps and instructions.
📦 Multiple-Item Orders
If your order includes multiple products, they may arrive in separate shipments. Each item will have its own tracking details.
📞 Contact Us
The Mug Spot
📧 info@mugspot.com.au
🌐 www.mugspot.com.au
