Terms & Conditions

1. Definitions

For the purposes of these Terms, the following expressions shall have the meanings set out below, unless the context otherwise requires:

• 1.1. "Company" means Mug Factory, a business operating from Bangalore, Karnataka, India, together with its successors and permitted assigns.
• 1.2. "Customer", "you", or "your" means any natural or legal person who accesses the Website, creates an account, or places an Order.
• 1.3. "Website" means the website accessible at mugfactory.in, including all subdomains, mobile applications, and any other platforms through which the Company offers Services.
• 1.4. "Services" means the custom printing services, order processing, delivery coordination, and related services offered by the Company through the Website.
• 1.5. "Products" means the mugs, bottles, flasks, drinkware, and other items offered for sale on the Website.
• 1.6. "Custom Products" means Products that are made-to-order and personalized based on the design, text, or images provided by the Customer.
• 1.7. "Order" means a request by a Customer to purchase Products through the Website, which constitutes a binding offer to purchase upon payment confirmation.
• 1.8. "Payment Processor" means Razorpay Software Private Limited, a Reserve Bank of India (RBI) licensed payment aggregator, through which all payments are processed.

2. Company Information

Mug Factory is a registered business operating from Bangalore, Karnataka, India. The Website is owned and operated by the Company.

• 2.1. Website: mugfactory.in
• 2.2. Legal Contact: legal@mugfactory.in
• 2.3. Grievance Officer: legal@mugfactory.in

3. Acceptance of Terms

By accessing the Website, creating an account, placing an Order, or using any of our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must discontinue use of the Website immediately. Your continued use of the Website constitutes your acceptance of these Terms and any modifications thereto.

4. Eligibility

You must be at least 18 (eighteen) years of age to use the Website and place Orders. If you are under 18, you may use the Website only with the involvement and consent of a parent or legal guardian. By placing an Order, you represent and warrant that you have the legal capacity to enter into a binding contract under the Indian Contract Act, 1872.

• 4.1. You represent that all information provided during account creation and Order placement is accurate, complete, and current.
• 4.2. You agree to maintain and promptly update your account information to keep it accurate and complete.

5. Products & Services

The Company provides custom printing services on mugs, bottles, flasks, and drinkware. All Products are made-to-order and personalized based on the design, text, or images you provide. The Company also offers NFC-enabled smart mugs, live on-venue printing services, corporate gift kits, and bulk order services.

• 5.1. Product images displayed on the Website are for illustration purposes only. Actual colors may vary slightly due to screen calibration, lighting conditions, and printing process variations.
• 5.2. The Company reserves the right to modify, discontinue, or substitute Products without prior notice.
• 5.3. Specifications, features, and availability of Products are subject to change without notice.

6. Ordering Process

The following steps constitute the ordering process:

• a) Product Selection: The Customer selects a Product and uploads a design or provides specifications through the Website's editor interface.
• b) Order Review: The Customer reviews the Order details, including design placement, text, quantity, and shipping information, and proceeds to payment.
• c) Payment Processing: Payment is processed via Razorpay Software Private Limited. The Customer is redirected to Razorpay's secure payment interface to complete the transaction.
• d) Order Confirmation: Upon successful payment, an Order confirmation is sent to the Customer's registered email address with a unique Order ID.
• e) Production: Production begins after the 1-hour cancellation window expires (see Section 8).
• f) Quality Check & Dispatch: The Product is quality-checked, packed securely, and dispatched through the designated courier partner.
• g) Tracking: Tracking information is shared with the Customer via email and/or WhatsApp upon dispatch.

7. Pricing & Payment

• 7.1. All prices displayed on the Website are in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST).
• 7.2. Payment is processed exclusively through Razorpay Software Private Limited, a Reserve Bank of India (RBI) licensed payment aggregator.
• 7.3. The Company accepts payments via credit cards, debit cards, UPI, net banking, and wallets as supported by Razorpay.
• 7.4. Your complete card number, CVV, UPI PIN, or banking credentials are NEVER stored on our servers. All payment data is handled by Razorpay in compliance with PCI-DSS Level 1 standards.
• 7.5. Prices are subject to change without prior notice. The price applicable to your Order is the price displayed at the time of placing the Order.
• 7.6. In the event of a pricing error, the Company reserves the right to cancel the Order and issue a full refund to the original payment method.

8. Cancellation Policy

• 8.1. You may cancel your Order within ONE (1) HOUR of receiving the payment confirmation from Razorpay ("Cancellation Window").
• 8.2. Cancellations within the Cancellation Window shall attract ZERO cancellation charges, and a full refund will be initiated to the original payment method.
• 8.3. After the Cancellation Window expires, your Order enters our production queue. As all Products are custom-made, cancellations after this period are NOT possible. This is because:
  • a) Production of your personalized item has commenced or is imminent;
  • b) Custom-printed products cannot be resold to another customer;
  • c) Materials and labor have been committed to your specific Order.
• 8.4. The 1-hour Cancellation Window is measured from the timestamp of the payment confirmation email sent by Razorpay, not from the time of order placement.

9. Refund Policy

For complete details, refer to our Cancellation, Returns & Refund Policy at /returns.

• 9.1. Refunds are available for:
  • a) Cancellations within the 1-hour window;
  • b) Defective, damaged, or misrepresented products as defined under the Consumer Protection Act, 2019.
• 9.2. Refunds are processed within 2 (two) business days of approval and credited within 5-7 business days depending on your bank or payment provider.

10. Shipping & Delivery

For complete details, refer to our Shipping Policy at /shipping.

• 10.1. Estimated Delivery Dates (EDDs) provided at checkout are estimates and not guaranteed delivery dates.
• 10.2. The Company is not liable for delays caused by Force Majeure events (defined in Section 19), courier/logistics partner operational issues, incorrect or incomplete delivery addresses provided by the Customer, or government restrictions/customs delays.
• 10.3. Risk of loss and title for Products passes to you upon delivery to the courier/logistics partner.

11. Intellectual Property

• 11.1. All content on the Website, including but not limited to text, graphics, logos, icons, images, software, and the compilation thereof ("Website Content"), is the property of Mug Factory and protected under the Copyright Act, 1957 and other applicable intellectual property laws of India.
• 11.2. You may not reproduce, distribute, modify, or create derivative works from our Website Content without prior written consent from the Company.
• 11.3. By uploading designs, images, or content for printing ("Customer Content"), you represent and warrant that:
  • a) You own or have obtained all necessary rights, licenses, and permissions for such content;
  • b) The content does not infringe upon the intellectual property rights, privacy rights, or any other rights of any third party;
  • c) The content complies with all applicable laws of India.

12. User Content & Restrictions

The Company reserves the right to refuse, cancel, or not process any Order if the Customer Content:

• a) Infringes upon any third-party copyright, trademark, or other intellectual property rights;
• b) Contains obscene, pornographic, or sexually explicit material;
• c) Promotes hatred, violence, or discrimination against any individual or group;
• d) Contains defamatory or libelous content;
• e) Violates any applicable law of India;
• f) Contains logos or branding of entities without authorization.

Such refusal shall not entitle the Customer to any claim or compensation.

13. Limitation of Liability

• 13.1. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, the Company's total cumulative liability to you for any claims arising from or related to these Terms, the Website, or any Order shall not exceed the total amount paid by you for the specific Order giving rise to the claim.
• 13.2. IN NO EVENT shall the Company be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, goodwill, or business opportunity.
• 13.3. This limitation applies regardless of the theory of liability (contract, tort, strict liability, or otherwise).
• 13.4. Nothing in this section excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded or limited under applicable Indian law.

14. Indemnification

You agree to indemnify, defend, and hold harmless Mug Factory, its directors, officers, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from:

• a) Your use of the Website or Services;
• b) Your breach of these Terms;
• c) Your Customer Content, including any third-party claims of intellectual property infringement;
• d) Any violation of applicable law by you.

15. Privacy & Data

Your use of the Website is also governed by our Privacy Policy at /privacy. By using the Website and placing Orders, you consent to the collection, use, and processing of your personal data as described in the Privacy Policy, in compliance with the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000.

16. Grievance Redressal

In compliance with the Consumer Protection (E-Commerce) Rules, 2020:

• 16.1. Grievance Officer: Mug Factory Legal Team
• 16.2. Contact: legal@mugfactory.in
• 16.3. All complaints shall be acknowledged within FORTY-EIGHT (48) HOURS of receipt.
• 16.4. Resolution shall be provided within THIRTY (30) DAYS of receipt of the complaint.
• 16.5. If you are not satisfied with the resolution, you may escalate the matter as described in Section 17.

17. Dispute Resolution

• 17.1. These Terms are governed by and construed in accordance with the laws of India.
• 17.2. Any dispute arising from these Terms shall first be attempted to be resolved through amicable negotiation between the parties for a period of 30 (thirty) days.
• 17.3. If the dispute remains unresolved, it shall be subject to the exclusive jurisdiction of the courts located in Bangalore, Karnataka, India.
• 17.4. Nothing in this section prevents you from approaching the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

18. Consumer Protection Rights

NOTHING in these Terms & Conditions shall be construed to limit, exclude, or override the statutory rights of consumers under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. If any provision of these Terms conflicts with your statutory rights, the statutory rights shall prevail.

19. Force Majeure

The Company shall not be liable for any delay or failure in performance resulting from causes beyond its reasonable control, including but not limited to:

• a) Natural disasters (floods, earthquakes, cyclones);
• b) Epidemics or pandemics;
• c) Government actions or restrictions;
• d) War or civil unrest;
• e) Strikes or labor disputes;
• f) Failure of courier/logistics services;
• g) Power outages or internet disruptions;
• h) Fire or explosion.

The Company shall notify the Customer of any Force Majeure event and make reasonable efforts to minimize the impact.

20. Modifications to Terms

We reserve the right to modify these Terms at any time. Changes shall be effective upon posting on the Website. Your continued use of the Website after changes constitutes acceptance of the modified Terms. For material changes, we shall make reasonable efforts to notify registered users via email. It is your responsibility to review these Terms periodically.

21. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent.

22. Contact Information

For all legal queries, complaints, or communications regarding these Terms:

• Email: legal@mugfactory.in
• Website: mugfactory.in/contact