TERMS & CONDITIONS
Last updated: 01/03/2026
Welcome to Message Mugz. These Terms & Conditions outline the rules, obligations, and policies that apply to your use of our website (msgmugz.com), products, and services.
By placing an order with Message Mugz, you agree to be bound by these Terms & Conditions. Please read them carefully before purchasing.
1. About Us
Message Mugz (“we”, “our”, “us”) provides personalised gift products, including mugs and other gift items that include a QR code linked to a customer-submitted message.
Our website allows customers to purchase customised products and submit personalised media (such as video or audio files) used to create their bespoke order.
2. Definitions
“Product” refers to any customised mug or gift item purchased from Message Mugz.
“Customer Content” refers to any video, audio file, voice recording, or other media uploaded or recorded by you to personalise your product.
“Order” refers to a completed purchase through our website or partner platforms.
“Third-Party Services” refers to any external platforms, print partners, payment providers, hosting providers, or technology services used to fulfil or process your order.
3. Ordering Process
You select your product and complete checkout.
After payment, you are directed to record a live message or upload an existing video or audio file via our secure upload form.
We generate a unique QR code linked to your uploaded content.
- If an audio-only file is uploaded, it may be converted into a video format with branding to ensure compatibility with QR playback.
The QR code is applied to your product and sent to production.
Your order is printed and fulfilled by our trusted third-party production and shipping partners.
Production cannot begin until your message has been successfully submitted.
If we do not receive your media file within 7 days, we will attempt to contact you. If there is no response after 14 days, your order may be cancelled without refund as the product cannot be completed without your content.
4. Personalised Products – Important Notice
All Message Mugz items are custom-made to order using your submitted media.
Because of this:
• Orders are non-refundable
• Orders are non-returnable
• Orders are not eligible for cancellation once production begins
This is due to the bespoke nature of the product, which cannot be resold.
Your statutory rights remain unaffected in cases of faulty, damaged, or misdescribed goods.
5. Customer Content (Your Uploaded or Recorded Media)
By submitting your content, you confirm that:
• You own the rights to the video or audio you upload or record.
• Your content does not contain illegal, hateful, harmful, or explicit material.
• Your content does not infringe on the rights of any third party.
You grant Message Mugz a limited licence to store, process, convert (where necessary), and display your content solely for the purpose of creating, fulfilling, and maintaining your personalised product.
We reserve the right to reject or request replacement content if it violates these Terms.
6. Video Storage & Retention
Your submitted media is stored securely on our hosting platform.
We retain uploaded or recorded content for 12 months from the date of upload.
After 12 months:
• Your media file will be permanently deleted.
• The QR code and any associated short link will no longer connect to the original content.
We may send a reminder email prior to deletion where applicable.
If you wish your media to be removed earlier, you may submit a request via our Contact page.
7. QR Codes & Short Links
Each personalised product contains a unique QR code linked to your submitted content.
Some keepsake products may also include a short web link that provides access to the same content.
Access to your message is private and not publicly searchable. However, anyone who scans the QR code or accesses the short link will be able to view or hear the content.
You are responsible for how you share your QR code or short link.
8. Production & Delivery
Production and fulfilment are handled by trusted third-party partners.
Shipping times may vary depending on location, order volume, and seasonal demand.
Message Mugz is not liable for delays caused by:
• Couriers
• Print partners
• Customs processing
• External disruptions beyond our control
Tracking information will be provided where available.
9. Quality & Printing Disclaimer
Each product is printed individually. Minor variations in colour, placement, or finish may occur and are not considered defects.
If your product arrives damaged, misprinted, or faulty, you must contact us within 48–72 hours of delivery with photographic evidence.
Verified faulty products will be replaced at no additional cost.
10. Pricing & Payment
All prices displayed on our website include VAT where applicable.
Payments are processed securely through third-party payment providers.
We do not store or have access to your full credit or debit card details.
11. Use of Third-Party Services
To operate our business, we rely on external services including:
• Printing and fulfilment partners
• E-commerce platforms
• Video and media hosting services
• Payment processors
• Website hosting services
• Shipping providers
By placing an order, you acknowledge that necessary data may be processed by these partners strictly for order fulfilment and service delivery.
12. Intellectual Property
All product designs, branding, logos, website content, graphics, and layouts remain the intellectual property of Message Mugz and may not be copied, reproduced, or reused without written permission.
Your uploaded or recorded media remains your intellectual property.
13. Limitation of Liability
Message Mugz is not liable for:
• Loss of emotional value related to media deletion after 12 months
• Delays caused by third-party couriers or suppliers
• Playback issues caused by customer device limitations
• Incorrect content submitted by the customer
• Indirect, incidental, or consequential damages
Our maximum liability is limited to the total cost of your order.
14. Changes to These Terms
We may update these Terms & Conditions from time to time. Updates will be posted on this page with a revised “Last updated” date.
15. Contact Us
If you have questions about these Terms & Conditions, please contact us via the Contact page on our website at msgmugz.com.