🔄 Return & Refund Policy – New Zealand
At The Mug Spot, we take pride in the quality of our products and want every customer to be happy with their purchase. As our items are made to order, please review the policy below regarding returns, refunds, and replacements.
🧾 Damaged, Faulty, or Defective Items
If your item arrives damaged, faulty, or with a production error, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
- A clear photo showing the damage or defect
- Your order number
- A brief description of the issue
Once verified, we will arrange a replacement or refund, and any applicable replacement shipping costs will be fully covered by us.
📦 Incorrect Items
If you receive an incorrect item, please notify us as soon as possible by email with:
- A photo of the item received
- Your order number
We will arrange for the correct item to be sent or issue a refund.
All costs related to incorrect items are fully covered by us.
💡 Change of Mind
Because our products are made to order, we do not accept change-of-mind returns or exchanges.
Please ensure all product details and personalisation information are reviewed carefully before placing your order.
💰 Refunds
Refunds are issued only for items that are:
- Damaged
- Faulty
- Incorrect
- Affected by a confirmed production error
Once approved, refunds will be processed to the original payment method within 7 business days.
🚚 Shipping Costs
- Free standard shipping is included for all New Zealand orders
- Replacement shipping is covered by us for damaged, faulty, or incorrect items
- No return shipping applies for change-of-mind requests, as these are not accepted
🚫 Ineligible Returns
We are unable to accept returns for:
- Change-of-mind requests
- Items that have been used, washed, or altered
- Items reported outside the 7-day notification period
- Customised or personalised products, unless faulty or incorrect
📨 How to Report an Issue
To report a problem with your order, please email us at info@mugspot.co.nz with:
- Your order number
- A photo and brief description of the issue
We’ll respond promptly with the next steps.
⚖️ Consumer Rights
This policy does not limit or exclude your rights under the New Zealand Consumer Guarantees Act and other applicable consumer protection laws.
📬 Contact Us
The Mug Spot
📧 Email: info@mugspot.co.nz
🌐 Website: https://mugspot.co.nz
