Refund & Returns Policy
Last updated: 28/02/2026
Thank you for choosing Message Mugz.
Each item we create is made to order and personalised with your own video message, making every mug completely unique.
Because of this, our returns policy differs slightly from standard retail items. Please read the information below carefully before placing your order.
1. Bespoke & Personalised Items
All Message Mugz products are made to order and personalised specifically for you. This includes, but is not limited to:
• Mugs printed with your unique QR-coded video message
• Custom names, dates, ages, or additional text
• Approved personalised design details
Under UK consumer law, personalised or custom-made items are not eligible for returns or refunds unless they are faulty, damaged, or not as described.
Because each item is created specifically for you, we are unable to accept returns, exchanges, or cancellations once an order has been placed.
2. Damaged or Faulty Items
If your item arrives damaged, broken, misprinted, or otherwise defective, we will replace it free of charge.
To help us resolve the issue quickly, please contact us within 48–72 hours of delivery and include:
• Your order number
• A clear photo of the item
• A photo of the packaging (including any damage)
• A brief description of the issue
Once verified, we will arrange a replacement at no additional cost.
3. Incorrect Personalisation Submitted
Your product is printed exactly as submitted during the ordering and video upload process.
We cannot offer refunds or replacements if incorrect personalisation (including spelling errors, incorrect names, dates, or video uploads) was provided at the time of order.
Please carefully review all details before submitting your personalisation form.
4. QR Code & Video Message Issues
If you experience any issues viewing your video message, please contact us immediately so we can assist.
In most cases, playback issues can be resolved without the need for a replacement.
If the QR code was printed incorrectly due to our error, we will replace the mug free of charge.
5. Order Not Received
If your order has not arrived:
• Please check your tracking information (sent after dispatch)
• If tracking shows an issue, contact us and we will help investigate
Lost parcels will be replaced once confirmed by the courier.
6. Changes to Orders
Production begins shortly after your video and personalisation details are received.
For this reason, we cannot guarantee that changes can be made after your order has been submitted.
If you need to request a change, please contact us immediately and we will assist if possible.
7. Video Storage & Expiry
Your video message is securely stored for 12 months from the date it is uploaded.
Before storage expires, you will have the option to extend your video storage if you wish to keep your message available for longer.
If storage is not extended, the video will be permanently deleted after the 12-month period and cannot be recovered.
As the physical mug itself is not faulty, expiry of video storage does not qualify for a refund or replacement.
8. Contact Us
If you have any questions about your order or experience a genuine issue, please reach out via our Contact page.
We understand how meaningful these gifts are. If something isn’t right, we will always do our best to make it right.