Need help with an order? Email info@boxingmugs.com with your order number or another way for us to identify your purchase.
Our 30-day returns offer
For standard, non-personalised products, we offer returns within 30 days of delivery. For this additional returns offer, items should be unused, unworn and in their original condition. Email us for return instructions and return the item within that period. This offer is in addition to your statutory rights below; it does not limit those rights.
For a size exchange, contact us within 30 days of delivery. We will confirm the available replacement and return arrangements before you send the original item back.
Your right to cancel a standard online order
For most standard products bought online, you can cancel without giving a reason. Tell us clearly that you wish to cancel within 14 days after the day you receive the goods, then send them back within a further 14 days. You may also cancel before delivery. Emailing info@boxingmugs.com is sufficient; a return authorisation is not a condition of exercising your statutory cancellation right.
You may handle a product as reasonably necessary to establish its nature, characteristics and functioning, as you would in a shop. Where the law permits, we may reduce a cancellation refund for loss in value caused by handling beyond this. Missing original packaging alone does not remove your statutory rights.
Personalised and bespoke items
If an order is made to your individual specifications or clearly personalised, the usual statutory change-of-mind cancellation right may not apply. Our additional 30-day change-of-mind offer does not cover these items. This can include a name, message or other custom detail supplied by you. Please check spelling, names, dates and all agreed custom details before confirming such an order.
Choosing a standard design, size or colour does not by itself make an item personalised. Printing a standard catalogue product after an order is placed does not by itself remove your cancellation rights. If you need to change or cancel a personalised order, contact us promptly so we can check what is still possible.
These exceptions never remove your rights where an item is faulty, damaged, incorrect or not as described, or where we make a mistake in producing your agreed personalisation.
Faulty, damaged or incorrect goods
Email us as soon as you can with details of the problem. A photograph can help us investigate damage or a printing issue, but contacting us within 48 hours is not a condition of your statutory rights. We will arrange an appropriate remedy under consumer law and cover reasonable return costs for faulty, incorrect or misdescribed goods.
Your legal remedies depend on the circumstances and can include a refund, repair or replacement. Sale products have the same statutory rights as full-price products. Our 30-day voluntary return period does not impose a deadline on rights you have under the Consumer Rights Act 2015.
Returning your order
Contact info@boxingmugs.com for the correct return address and instructions before posting. Package items securely. Keep proof of posting. You pay the direct cost of a change-of-mind return unless we agree otherwise; we cover reasonable return costs where the goods are faulty, incorrect or not as described.
Refunds
We process eligible refunds to the original payment method within five working days of receiving and checking a return, subject always to any earlier deadline required by law. Your payment provider may take additional time to show the refund.
For a statutory cancellation, we refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. We refund the basic outbound delivery cost where required by law; an upgrade above our least expensive standard delivery service is not included. Where there are no goods to collect or return, the applicable refund deadline runs from notification of cancellation.
Cancellation notice
You can email a clear cancellation statement, for example: “I wish to cancel my order for [items], ordered on [date], received on [date]. My name is [name], my order number is [number] and my address is [address].” You do not have to use this wording.
For postage prices and dispatch information, see Delivery & Returns. Nothing in this policy excludes or restricts your statutory consumer rights.