Refund policy

Return and Refund Policy

Last updated: August 10, 2026

At MUGORA, we want you to be completely satisfied with your purchase. We carefully inspect and package our ceramic mugs and cups before dispatch. However, if you change your mind or there is an issue with your order, we are here to help.

This Return and Refund Policy applies to purchases made through the MUGORA online store.

1. Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order, subject to the conditions below.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging where reasonably possible.
  • The product must not be damaged, stained, washed, or altered after delivery.
  • Proof of purchase or your order number must be provided.
  • Due to the nature of ceramic products, please ensure the item is packaged securely when returning it.

Items that do not meet these conditions may not be eligible for a refund.

2. Damaged or Defective Items

Because our products are made from ceramic, we understand that damage may occasionally occur during transportation.

If your mug or cup arrives broken, cracked, chipped, or otherwise defective, please contact us as soon as possible after delivery.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the damaged product
  • Photographs of the packaging, if the package was damaged

We will review the information and, where appropriate, offer a replacement, refund, or other suitable solution.

Please do not dispose of the damaged product or packaging until we have completed our review, as we may need additional information.

3. Change-of-Mind Returns

If you simply change your mind about your purchase, you may return the product within the applicable cancellation period, provided it meets our return conditions.

Unless the product is faulty, defective, damaged on arrival, or incorrectly supplied, the cost of returning the item may be the customer's responsibility.

The original standard delivery charge will be refunded where required by applicable UK consumer law. Any additional cost resulting from selecting an upgraded delivery service may not be refundable.

4. Non-Returnable Items

Certain items may not be eligible for return where permitted by law, including:

  • Products that have been personalised or specially made to your specifications
  • Products that have been used, washed, damaged, or altered after delivery
  • Products that are returned without the original components or accessories where these are necessary for resale

This does not affect your statutory rights where a product is faulty, defective, not as described, or otherwise does not meet the requirements of applicable consumer law.

5. How to Request a Return

Before sending any product back, please contact our customer service team.

Email: shopify@farukioltd.com

Please include:

Subject: Return Request – [Order Number]

Your message should contain:

  • Full name
  • Order number
  • Product name
  • Reason for the return
  • Photographs, if the product is damaged or defective

We will provide you with the appropriate return instructions.

Please do not send a return to our registered business address unless we have specifically instructed you to do so.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will normally be issued to the original payment method used to place the order.

We aim to process approved refunds promptly. The time it takes for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

Where a refund is required under applicable UK consumer law, we will process it within the applicable legal timeframe.

7. Partial Refunds

In certain circumstances, we may provide a partial refund where:

  • The product has been returned with minor damage caused by handling beyond what is reasonably necessary to inspect the product.
  • Parts, accessories, or original packaging are missing.
  • The value of the product has been reduced due to the customer's handling of the product.

Any reduction will be considered in accordance with applicable consumer law.

8. Incorrect or Missing Items

If you receive the wrong product, an incorrect colour or size, or an item is missing from your order, please contact us as soon as possible at:

shopify@farukioltd.com

Please provide your order number and details of the issue. We will investigate and, where appropriate, arrange a replacement or refund.

9. Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer protection laws.

If a product is faulty, not as described, or does not conform to the contract, you may have additional statutory rights, including rights to a repair, replacement, price reduction, or refund depending on the circumstances.

10. Contact Information

If you have any questions about returns or refunds, please contact us:

MUGORA
FARUKIO LTD
9 Craighall Avenue
Manchester, England
M19 2BR
United Kingdom

Phone: +44 1612047622
Email: shopify@farukioltd.com

We are committed to providing a fair and straightforward return and refund experience for every MUGORA customer.