Return and Refund Policy
At Heavy Metal Mug, we are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely satisfied with your order, we’re here to help.
Returns
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be:
- Unused and in the same condition that you received it.
- In the original packaging.
- Accompanied by the receipt or proof of purchase.
Please Note:
- Custom-made or personalized items are non-refundable unless they arrive damaged or defective.
- Sale items are final and cannot be returned.
Return Process
- Contact Us: Before returning any item, please reach out to our customer service via our contact form on our website with your order number and reason for return. We will provide you with the return address and instructions.
- Shipping: You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Packaging: Ensure the item is securely packed to avoid damage during return transit. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds
Once we receive your returned item, we will inspect it and notify you that we have received your return. We will also inform you of the approval or rejection of your refund.
- Approved Refunds: If your return is approved, we will process your refund to your original payment method. Please note that it may take 5-10 business days for the refund to appear in your account, depending on your bank or card issuer.
- Partial Refunds: In some cases, only partial refunds are granted (e.g., items not in their original condition, damaged or missing parts not due to our error).
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at 5195839497.em@gmail.com, and we will guide you through the process.
Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us within 48 hours of receiving your order. We will require a photo of the damaged item to process a replacement or refund at no additional cost to you.
Non-Returnable Items
Certain items cannot be returned:
- Gift cards
- Downloadable digital products
- Custom or personalized items