Cancellation, Returns & Refund Policy

1. Why Custom Products Are Different

Every product we sell is custom-made specifically for you after you place your order. Your design, text, images, and other personalization inputs are printed onto the product on demand. Unlike mass-produced items, custom-printed products:

• Cannot be returned to general inventory or resold to another customer.
• Are produced uniquely for each order based on your specific design and content.
• Involve committed materials, consumables, and labor once production begins.

For these reasons, our cancellation and return practices differ from standard retail policies. HOWEVER, YOUR STATUTORY RIGHTS UNDER THE CONSUMER PROTECTION ACT, 2019 AND THE CONSUMER PROTECTION (E-COMMERCE) RULES, 2020 REMAIN FULLY PROTECTED. See Section 10 below for further details.

2. Cancellation Window

• You may cancel your order within ONE (1) HOUR of receiving the payment confirmation email from Razorpay (the "Cancellation Window").
• The Cancellation Window is measured from the timestamp of the Razorpay payment confirmation email, and not from the time you placed the order on the website.
• Cancellations requested and accepted within the Cancellation Window:
  • Incur ZERO CANCELLATION CHARGES (in compliance with Rule 6(3) of the Consumer Protection (E-Commerce) Rules, 2020).
  • Are eligible for a FULL REFUND to your original payment method.
  • Will generally have the refund initiated within 2 business days of our confirmation of cancellation.
• To cancel, email support@mugfactory.in with your order number and the word "CANCEL" clearly stated in the subject line. You will receive written confirmation from us indicating whether the cancellation request has been accepted.

3. After the Cancellation Window

• Once the 1-hour Cancellation Window has expired, your order automatically enters our production queue.
• At this stage, your custom product may already be in production or queued for imminent production, and materials (including blank mugs/bottles, inks, and packaging) and labor have been allocated.
• Therefore, cancellations after expiry of the Cancellation Window are generally NOT PERMITTED, except where cancellation or refund is required under applicable consumer protection law (for example, if goods are defective, damaged, or misrepresented as described in Section 5).
• This approach reflects standard industry practice for custom-made, made-to-order products.

4. No Returns for Change of Mind

Because each product is produced uniquely for you, we do NOT accept returns or exchanges in the following circumstances:

• Change of mind after receiving the product.
• Decision to choose a different design, color, or layout after printing.
• Ordering the wrong quantity or product type, unless the issue is raised within the 1-hour Cancellation Window.
• No longer needing the product (for example, after an event date has passed).
• Dissatisfaction with design choices (including text, spelling, or images) where the product accurately reflects the design uploaded or approved by you.

THESE SITUATIONS DO NOT CONSTITUTE DEFECTS OR MISREPRESENTATION AND DO NOT QUALIFY FOR A REFUND OR REPLACEMENT UNDER THIS POLICY. This is without prejudice to your statutory rights in relation to defective or misrepresented goods under applicable law.

5. Defective, Damaged & Misrepresented Products

In accordance with the Consumer Protection Act, 2019, you are entitled to a remedy if your product is defective, damaged, or does not match its description. This includes, without limitation, the scenarios described below:

(a) Manufacturing Defect

• Chipped, cracked, broken, or structurally compromised mugs or bottles on delivery.
• Handle defects, base instability, or similar physical issues affecting safe use.
• Coating, glaze, or material defects unrelated to the printed design.

(b) Severe Misprint

• Printed output substantially deviates from the design you uploaded or from the mockup you approved.
• Significant color distortion beyond normal printing variation such that the product does not reasonably match the approved design.
• Blurred, smudged, severely misaligned, or partially missing prints.
• Printing of the wrong design on the product.

(c) Damaged in Transit

• Product received broken, cracked, chipped, or otherwise visibly damaged.
• Packaging (inner or outer) observed to be crushed, torn, opened, or tampered with.

(d) Wrong Product Delivered

• Receiving a different product, size, or type than what was ordered.
• Receiving someone else's order or personalization instead of your own.

IF YOUR ORDER FALLS INTO ANY OF THE ABOVE CATEGORIES, YOU ARE ENTITLED TO EITHER A FREE REPLACEMENT OR A FULL REFUND (AT YOUR CHOICE), SUBJECT TO COMPLIANCE WITH THE REPORTING PROCESS IN SECTION 6.

6. How to Report an Issue

• You must email support@mugfactory.in within FORTY-EIGHT (48) HOURS of the recorded delivery time.
• Your email should include:
  • Your Mug Factory order number (from your confirmation email).
  • Clear photographs showing the defect or damage (at least one close-up and one image of the full product).
  • Where applicable, clear photographs of the outer and inner packaging (especially if damaged or tampered).
  • A brief description of the issue.
  • Your preference for remedy: Replacement or Refund.
• We strongly recommend recording an unboxing video from the moment you open the outer packaging until the product is fully unwrapped. While not mandatory, such video evidence can significantly expedite claim processing.
• We generally aim to respond to issue reports within 24 hours (excluding Sundays and public holidays), either with a resolution or a request for additional information.

7. Replacement Process

• If you choose a replacement and your claim is approved, we will print and dispatch the replacement product within 3–5 business days from the date of approval, subject to product availability.
• All approved replacement orders will be shipped with FREE STANDARD SHIPPING to the same delivery address as the original order, unless we agree otherwise in writing.
• You are generally not required to return the defective or damaged product to us. You may dispose of it once we confirm that it is no longer needed for inspection or claim handling.
• If a replacement also arrives defective, damaged, or misrepresented, you will be entitled to a FULL REFUND for the relevant order value, without any obligation on us to provide further replacements.

8. Refund Processing

• Where a refund is approved (for example, a timely cancellation, a defective product, a damaged shipment, or a wrong product), we will generally initiate the refund within 2 business days of approval.
• Refunds will be processed to the original payment method used to complete the transaction via Razorpay (same card, UPI, bank account, or wallet, as applicable).
• Once we initiate the refund, the time for the credit to appear in your account depends on your bank or payment provider. Indicative timelines are:
  • UPI payments: typically 1–3 business days
  • Credit/Debit Cards: typically 5–7 business days
  • Net Banking: typically 5–7 business days
  • Wallets: typically 1–2 business days
• These timelines are indicative only and are controlled by your bank or payment provider, not by Mug Factory.
• You will receive an email confirmation when we initiate the refund from our side.
• Shipping charges will be refunded only in the following cases: (a) cancellations accepted within the 1-hour Cancellation Window; and (b) orders involving defective, damaged, or wrong products as described in Section 5. In all other circumstances, SHIPPING CHARGES ARE NON-REFUNDABLE.

9. What We Do NOT Refund or Replace

The following are NOT considered defects and do not qualify for refund or replacement under this policy:

• Minor color variations: Printed colors may differ slightly from what you see on your screen. This is inherent to all printing processes and depends on factors such as monitor calibration, substrate color, and ink behavior. Variations within approximately 10% of the original design are treated as acceptable.
• Low-resolution uploads: If you upload low-resolution images (for example, below 300 DPI) and the printed result appears pixelated or blurry, this is not considered a printing defect. Our tools may flag low-resolution uploads, but responsibility for image quality rests with you.
• Design errors made by the customer: Typos, wrong images, or other design elements that were present in the file you provided and that are accurately reproduced in printing.
• Subjective dissatisfaction: Situations where you simply do not like the product's appearance but it matches the approved design and meets reasonable quality standards.
• Normal wear and tear: Fading, minor surface scratches, or other signs of regular use or handling that appear after delivery.
• Products used or altered after delivery: Any product that has been used, modified, or damaged after delivery cannot later be claimed as defective based solely on such use or alteration.

10. Your Statutory Rights

NOTHING IN THIS POLICY LIMITS, EXCLUDES, OR OVERRIDES YOUR STATUTORY RIGHTS UNDER THE CONSUMER PROTECTION ACT, 2019 OR THE CONSUMER PROTECTION (E-COMMERCE) RULES, 2020.

If you receive goods that are defective, damaged, or do not match their description, you are legally entitled to a remedy irrespective of any conflicting contractual terms. Without limitation, your statutory rights include:

• The right to refund or replacement for defective goods as per Section 2(10) of the Consumer Protection Act, 2019.
• The right to refund or replacement for goods that do not match their description as per Section 2(47) of the Consumer Protection Act, 2019.
• The right to approach the appropriate Consumer Disputes Redressal Commission for grievances.
• Protection under the Consumer Protection (E-Commerce) Rules, 2020, including rules relating to unfair trade practices and cancellation charges.

This policy must be read together with our Shipping Policy, which sets out dispatch and delivery timelines and procedures for damaged or lost shipments.

11. Grievance Escalation

If you are not satisfied with the resolution proposed by our support team, you may escalate your grievance as follows:

• Step 1 — Email escalation: Email legal@mugfactory.in with your complaint, order number, and details of the unresolved issue. We generally aim to respond within 48 hours and to resolve such escalated grievances within 30 days of receipt.
• Step 2 — Consumer Commission: If your concern is not resolved within 30 days, you may approach the appropriate Consumer Disputes Redressal Commission in accordance with the Consumer Protection Act, 2019. For most individual consumer orders, the relevant forum is the District Consumer Disputes Redressal Commission at Bangalore, Karnataka, subject to the pecuniary jurisdiction limits in force.
• Step 3 — Jurisdiction by claim value:As per current thresholds, the District Commission has jurisdiction for claims up to ₹1 crore, the State Commission for claims between ₹1 crore and ₹10 crore, and the National Commission for claims exceeding ₹10 crore.

12. Contact

For any questions, clarifications, or requests relating to this Cancellation, Returns & Refund Policy, you may contact us at:

• General Support: support@mugfactory.in
• Legal / Grievance: legal@mugfactory.in
• Website Contact Form: mugfactory.in/contact