Refund policy

Our Commitment

Your satisfaction is our top priority. We describe our mugs, tumblers, and drinkware with the utmost precision. However, if an item does not meet your expectations, you may request an exchange, a refund, or store credit under the conditions outlined below.

Contact: support@yesmug.com
Please indicate your order number, a description of your request, and a photo/video if useful (defect, wrong item, or condition upon receipt).

Timeframe & General Conditions

You have 30 days after the delivery of your order to request a return or exchange.
Items must be new, unused, unwashed, undamaged, complete (lids, straws, accessories), and in their original packaging.
Unless due to an error on our part, return shipping costs are the responsibility of the customer.
After quality control, we proceed according to your choice: exchange, refund, or store credit.

Note: Due to the nature of food and beverage containers, strict hygiene standards apply. Please refer to our Terms of Service for full legal details.

Your Options

1) Item Exchange

Fast Method:
Place a new order immediately (for the desired size/color). Return the original item. Upon receipt and validation of the return, we will refund the original item.

Standard Method:
Return the item to be exchanged first. Once received and validated, we will ship the replacement item.

2) Refund

Submit your request within 30 days. The refund is processed via the original payment method (Credit Card/PayPal) on the price actually paid (minus any discounts).
Original shipping fees are non-refundable, unless the return is due to our error.
A restocking fee of up to 10% may apply if the return does not fully meet criteria (e.g., missing packaging, signs of use), subject to evaluation and prior notice.

3) Store Credit

You can choose an immediate credit in the form of a coupon code valid storewide. This is the fastest option if you wish to order a different mug or tumbler without waiting for bank processing times.

Return Procedure (Simple & Efficient)

1) Open a Request

Email support@yesmug.com with: Order #, Reason, Photo/Video (especially for broken ceramics), and Desired Option (Exchange / Refund / Store Credit).

2) Prepare the Shipment

Include a return note inside the package (Name, Order #, Reason).
Carefully pack the item in its original box with sufficient padding (bubble wrap) to prevent breakage.
Once approved via email, ship to the provided return address.
For items valued over $50, we recommend using a trackable shipping service.

3) Inspection & Processing

Upon receipt, our team performs a quality check.

Refund: Generally 3 to 5 business days (depending on your bank/PayPal) after validation.
Exchange: Replacement shipped immediately after validation.
Store Credit: Immediate issuance of the coupon code once the return is validated.

4) Missing or Late Refunds

If you haven't received a refund yet:
Check your bank account again. Contact your credit card company (processing time can take 3-5 business days). If you’ve done all this, please contact us at support@yesmug.com.

Special Cases & Exclusions

Non-Eligible Items

Personalized / Custom-made items (e.g., mugs with custom names or photos);
Used or Washed items: For hygiene reasons, any drinkware that has been used or washed cannot be returned;
Damaged items due to misuse or accidental breakage by the customer after delivery;
Missing original packaging or missing accessories (straws, lids).

Item Received Damaged or Wrong Product

Important for Ceramics/Glass: Contact us within 72 hours of delivery with clear photos of the damage and the box. After verification, we will arrange a priority solution (replacement or refund) at our expense. No need to return broken glass/ceramics unless requested.

Unclaimed Packages / Incorrect Address

Returns due to refusal, failure to claim, or incorrect address provided by the customer are not our responsibility.
If the package is returned to us in good condition, we can:

Reship (shipping fees at the customer's expense), or
Refund the product (excluding original shipping costs).

Theft After Delivery

If the carrier marks the package as Delivered to the provided address, any subsequent loss (e.g., porch piracy/theft) is the recipient's responsibility. If you are unsure about the safety of your delivery location, please use a secure alternative address (workplace, neighbor). Contact us quickly so we can assist you with the carrier claim process.

Legal & Compliance

Unless stated otherwise, standard delivery occurs within 30 days of order confirmation.
These policies are governed by the applicable laws. YesMug is a trading name of OMonceau Limited. For full legal details, please refer to our Terms of Service.

Need Help?

Our team is here to support you.
Email us: support@yesmug.com — please include your Order # for faster service.