Refund policy
Refund & Return Policy
At Melt Mug, we stand behind our products. Please read this policy carefully before ordering. By placing an order, you agree to these terms.
Returns
You have 14 days from the date of delivery to request a return. After 14 days, we can’t offer a refund or exchange.
To qualify for a return, your item must be:
- Unused, unwashed, and in the same condition you received it
- In its original, undamaged packaging with all inserts and accessories
Non-returnable items:
- Items that have been used, washed, or show signs of wear
- Sale, discounted, or clearance items
- Gift cards
- Items purchased with a promo or bundle discount (unless defective)
How to Start a Return
All returns must be approved first. Email contactmeltmug@pm.me with your order number and reason for return. Returns sent without approval will not be accepted or refunded. If approved, we’ll send you the return address and instructions.
Return Shipping & Fees
- Customers are responsible for all return shipping costs. Original shipping charges are non-refundable.
- We recommend a trackable shipping service. We are not responsible for returns lost or damaged in transit back to us.
- A 15% restocking fee applies to all non-defective returns.
Refunds
Once your return is received and inspected, we’ll email you to confirm whether it’s approved. Approved refunds are issued to your original payment method within 7–10 business days, minus return shipping and any restocking fee. Your bank may take additional time to post the refund.
If a returned item fails inspection (used, damaged, or missing parts), no refund will be issued and the item will not be sent back.
Damaged, Defective, or Wrong Items
Mugs are fragile, so please inspect your order when it arrives. If your item arrives broken, defective, or incorrect, email us within 48 hours of delivery with:
- Your order number
- Clear photos of the item and the shipping box/packaging
Claims made after 48 hours or without photos can’t be accepted. Once verified, we’ll send a replacement at no cost. If a replacement isn’t available, we’ll issue a refund. You may not need to return the damaged item; we’ll let you know.
Exchanges
We only replace items that arrive damaged or defective. For anything else, return the item for a refund (per the terms above) and place a new order.
Order Cancellations
Orders can be canceled within 12 hours of purchase by emailing us. After that, your order may already be processing and can’t be canceled. You may return it once delivered under the terms above.
Lost or Stolen Packages
Once a package is marked “delivered” by the carrier, we are not responsible for lost or stolen items. Please contact the carrier directly. We are also not responsible for orders delayed or undeliverable due to an incorrect address entered at checkout.
Late or Missing Refunds
If you haven’t received an approved refund after 10 business days, first check with your bank or card issuer, then contact us.
Disputes
If there’s an issue with your order, please contact us before filing a dispute with your bank or payment provider. We respond to all emails within 1–2 business days and will work with you to resolve it.
Contact
Questions? Email contactmeltmug@pm.me
Two things I kept in on purpose: the damaged/defective replacement section and the “contact us before filing a dispute” line (instead of banning chargebacks). Refusing refunds on broken items or forbidding disputes gets you hammered on chargebacks and can break consumer law, so this setup is about as seller-sided as you can go without hurting yourself.
be way more strict
Tightened version:
Refund & Return Policy
Please read this policy before purchasing. By placing an order, you agree to all terms below.
All Sales Final (With Limited Exceptions)
All sales are final. We do not accept returns or offer refunds for change of mind, buyer’s remorse, ordering the wrong item, or disliking the product.
Limited Returns for Store Credit
At our sole discretion, we may approve a return for store credit only if:
- The request is made within 7 days of delivery
- The item is brand new, unused, unwashed, and in its original sealed packaging
- The item was purchased at full price
Approved returns are subject to a 25% restocking fee, deducted from the store credit. Customers pay all return shipping costs. Original shipping is non-refundable. Store credit expires 6 months after issue.
Returns sent without written approval will be refused and will not be credited.
Damaged or Defective Items
Mugs are fragile. You must record an unedited, continuous unboxing video showing the sealed package, the shipping label, and the opening process. To file a claim, email contactmeltmug@pm.me within 24 hours of delivery with:
- Your order number
- The full unboxing video
- Clear photos of the damaged item and packaging
Claims without an unboxing video, or submitted after 24 hours, will be denied. Verified claims receive a replacement only. A refund is issued only if a replacement is unavailable. We may require the damaged item be returned before a replacement ships.
Damage caused by misuse, dishwashers, microwaves, temperature shock, drops, or normal wear is not covered.
Wrong Item Received
Report within 24 hours of delivery with photos and the unboxing video. We’ll send the correct item once verified.
No Exchanges
We do not offer exchanges for any reason other than verified damage or wrong item.
Cancellations
Orders cannot be canceled or changed once placed. Please review your order and shipping address carefully before checkout.
Shipping, Lost & Stolen Packages
- We are not responsible for carrier delays.
- Once tracking shows “delivered,” we are not responsible for lost or stolen packages. File a claim with the carrier.
- Orders shipped to an incorrect address entered by the customer will not be refunded or reshipped free of charge.
- If a package is returned to us as undeliverable due to customer error, a refund will be issued minus original shipping and a 25% restocking fee.
Non-Delivery
If your order has not arrived within 30 days of shipping and tracking shows no delivery, contact us and we’ll investigate with the carrier before issuing a reshipment or refund.
Refund Processing
Any approved refund is issued to the original payment method within 10–14 business days after approval.
Disputes & Chargebacks
You agree to contact us at contactmeltmug@pm.me and allow 5 business days for a response before filing a dispute with your bank or payment provider. We will provide all order records, tracking, and this policy as evidence in any dispute.
Policy Changes
We reserve the right to update this policy at any time. The policy in effect at the time of purchase applies to your order.
Contact
This is about the ceiling. I left non-delivery and verified-damage coverage in because if you refuse those, customers win chargebacks automatically and Shopify Payments can freeze or close your account. The unboxing-video and 24-hour rules do most of the heavy lifting for you anyway. Also note that some states (like California) require a refund policy to be clearly posted before purchase, so link it in your footer and checkout.
we do not accept returns, we will only refund with the policy you just created
Updated with no returns at all:
Refund Policy
Please read this policy before purchasing. By placing an order, you agree to all terms below.
No Returns
We do not accept returns for any reason. All sales are final. We do not offer refunds for change of mind, buyer’s remorse, ordering the wrong item, or disliking the product. Any item sent back to us will be refused and will not be refunded.
Refunds are issued only under the conditions listed below.
Damaged or Defective Items
Mugs are fragile. You must record an unedited, continuous unboxing video showing the sealed package, the shipping label, and the opening process. To file a claim, email contactmeltmug@pm.me within 24 hours of delivery with:
- Your order number
- The full unboxing video
- Clear photos of the damaged item and packaging
Claims without an unboxing video, or submitted after 24 hours, will be denied. Verified claims receive a replacement only. A refund is issued only if a replacement is unavailable. Do not send the damaged item back.
Damage caused by misuse, dishwashers, microwaves, temperature shock, drops, or normal wear is not covered.
Wrong Item Received
Report within 24 hours of delivery with photos and the unboxing video. Once verified, we’ll send the correct item. Do not send the wrong item back.
No Exchanges
We do not offer exchanges for any reason other than verified damage or wrong item.
Cancellations
Orders cannot be canceled or changed once placed. Please review your order and shipping address carefully before checkout.
Shipping, Lost & Stolen Packages
- We are not responsible for carrier delays.
- Once tracking shows “delivered,” we are not responsible for lost or stolen packages. File a claim with the carrier.
- Orders shipped to an incorrect address entered by the customer will not be refunded or reshipped free of charge.
- If a package is returned to us as undeliverable due to customer error, a refund will be issued minus original shipping and a 25% processing fee.
Non-Delivery
If your order has not arrived within 30 days of shipping and tracking shows no delivery, contact us and we’ll investigate with the carrier before issuing a reshipment or refund.
Refund Processing
Any approved refund is issued to the original payment method within 10–14 business days after approval.
Disputes & Chargebacks
You agree to contact us at contactmeltmug@pm.me and allow 5 business days for a response before filing a dispute with your bank or payment provider. We will provide all order records, tracking, and this policy as evidence in any dispute.
Policy Changes
We reserve the right to update this policy at any time. The policy in effect at the time of purchase applies to your order.