Política de reembolso

RETURN AND REFUND POLICY

At Mug Mistery, we are committed to offering high-quality products and a satisfying shopping experience. Below are the conditions of our return and refund policy, applicable to all purchases made through our store.

1. PROCESSING AND SHIPPING TIMES

All orders placed in our store go through a preparation process before shipping:

  • Processing time: 2 to 4 business days from order confirmation.
  • Shipping time: 7 to 10 business days, depending on the destination and the logistics provider.

These timeframes are estimates and may be affected by external factors (holidays, high demand, logistical issues, among others).

2. RETURN CONDITIONS

We accept returns under the following conditions:

  • Customers have 14 calendar days from the date of delivery to request a return.
  • The product must be in perfect condition, unused, with its original packaging and all accessories included.
  • Returns of customized or made-to-order products will not be accepted unless there is a manufacturing defect.

To initiate a return, the customer must contact our team through:

It is essential to include the order number and the reason for the return.

3. DEFECTIVE OR DAMAGED PRODUCTS

If the product received is defective or has been damaged during shipping:

  • The customer must notify us within 48 hours of delivery.
  • Evidence (photos or videos) of the product’s condition will be required.

Mug Mistery will cover the return costs and will proceed to:

  • Replace the product at no additional cost, or
  • Issue a full refund, depending on the customer’s preference.

4. REFUND PROCESS

Once the returned product is received and inspected:

  • The customer will be notified of the approval or rejection of the refund.
  • If approved, the refund will be processed within 5 to 10 business days using the same payment method used for the purchase.
  • In the case of voluntary returns (non-defective items), shipping costs are non-refundable.

5. RETURN SHIPPING COSTS

  • If the return is due to an error by Mug Mistery (defective, incorrect, or damaged product), we will cover all costs.
  • If the return is due to the customer’s decision (change of mind, ordering mistake, etc.), the customer will be responsible for the shipping costs.

6. ORDER CANCELLATIONS

  • Orders can be canceled at no additional cost as long as they have not entered the preparation phase.
  • Once preparation has begun (within the first 24–48 hours), cancellation is not guaranteed.

7. CONTACT

For any questions related to returns, refunds, or orders, you can contact us at:

Our customer support team will be happy to assist you and provide the best possible solution.

8. POLICY ACCEPTANCE

By placing an order with Mug Mistery, the customer automatically agrees to the terms set out in this return and refund policy.

At Mug Mistery, we work every day to ensure your satisfaction and provide a safe, transparent, and reliable shopping experience.