Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at mugsbyroy@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at mugsbyroy@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mugsbyroy@gmail.com.
Return & Refund Policy
We want you to love your Barrel Mug. If something's wrong with your order, we've got you covered.
Damaged, Defective, or Incorrect Items
If your mug arrives damaged, defective, or isn't what you ordered, contact us within 30 days of delivery with a photo or short video showing the issue. Once verified, we'll send a full replacement or refund — no need to ship anything back.
Missing or Wrong Items
If your order is missing an item or you received the wrong one, send us a clear photo of what you received (including packaging) within 30 days, and we'll make it right with a replacement or refund.
Order Cancellations
Orders can be cancelled within [12–24 hours] of purchase, as long as the order hasn't yet been processed or shipped. Once your order has shipped, we're unable to cancel it.
Delayed or Lost Orders
If your order hasn't arrived and tracking shows no movement for an extended period, reach out to us — we'll investigate and issue a replacement or refund if appropriate.
How to Request a Refund or Replacement
Email us at mugsbyroy@gmail.com with:
- Photos or video of the issue
- Your order number
- A brief description of the problem
We'll respond within 24 hours.
Please note: Due to the nature of our fulfillment process, we're unable to accept physical returns. Refunds and replacements are issued based on photo/video evidence rather than returned items.
