Refund policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Once your return is approved, we will email you a return label. Please note that the return shipping cost will be deducted from the refund amount and will be disclosed before final approval.
To start a return, you can contact us at mugsenseinfo@gmail.com. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
We package your items with the utmost care but sometimes our carriers don't handle your package with the same sense in mind. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
DAMAGED PACKAGES: In the event that a product is damaged or broken in transit, you will need to take the following steps:
- Email: mugsenseinfo@gmail.com within 48 hours of receiving your package. In the email you must include the following:
- Your order number;
- Photos: Specifically a minimum of (5) five photos to include: a clear photo of the box and label, a clear photo of any damage to the box, at least (3) three photos of the damaged or broken item itself.
- Important: You must include a handwritten note with the date, your name, and order number in each photo submitted, this is to prevent fraud. These photos will be necessary in order for us to make a damage claim with the shipping carrier.
- Please allow us up to 5 business days to review and process your damage claim.
- DO NOT throw away the packaging or the damaged or broken item until you've received an email from us stating that your claim has been processed.
- Once we've reviewed and processed your damage claim we will replace the damaged item. In the event that we do not have the replacement item in stock, we will issue a refund back to your original payment method.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.