We’re pretty pleased with our returns policy. It’s as straightforward as we can make it. But please read carefully because if you make a return without following these instructions then we may not be able to give you your refund. And that would be a shame.
QUESTION: So can I return my tankard or beer mug if it’s not quite as awesome as I expect?
Yes! We want you to enjoy your new cup for years to come, and definitely don’t want any hard feelings. So here’s what we’ll do:
If you are not 100% satisfied with your purchase, then we’ll give you up to 14 days from the delivery date to tell us that you want to return it for a FULL refund. There are a few conditions listed below, but the main ones are that
- You have to tell us first, and not send anything until you hear from us; and
- The product must be returned unused and in the original packaging (including packing list). Please wrap it as carefully as you can so that no damage is sustained in the return.
Note unless we messed up (see below) we will need you to pay the return shipping back to our Michigan warehouse, and these costs are non-refundable (but usually quite modest).
To exercise this option you don’t even have to tell us what you don’t like about your purchase, but we would be grateful if you would.
QUESTION: Is the policy the same if Crafted Cup messed up?
Nearly. If there is something wrong with your parcel, like the product arrives damaged or somehow we sent you the wrong mug, then of course we will cover the return shipping costs, usually by emailing you a Fedex label that you can attach to the original shipping box. That’s the right thing to do. However to claim this right we’ll need you to tell us within five days of receiving our parcel. If there’s something wrong with the order we don’t think it should take long to spot it.
QUESTION: OK, so how do I make the return?
We want this to be easy, so if you want to make a return, to avoid distress, please read the following instructions carefully and do what they say!
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and include the original packing list.
DO NOT just post your product back to us without contacting us first. In this case you will not receive a refund (we might not even be able to work out who you are). The best ways to contact us are:
- Through your account in our store (this will enable you to get things going very quickly and efficiently); or
- Email ‘firstname.lastname@example.org’ stating your
- Order number
- Date of purchase
- Product(s) that you want to return
- Reason for return (only necessary if we are at fault and you want us to pay for the return shipping, but we would be grateful if you could tell us anyway).
If you are eligible we will send you an RMA number, the information needed to return your order and, if appropriate (see above), a return shipping label in pdf form. Usually we will come back to you on the next business day after you contact us.
When we give you these instructions you can ship the product back to the warehouse in Michigan. We’ll take a look at the product and then contact you about your refund options as described above. This shouldn't take us more than two or three days at most. No refund will be issued before we receive the product back, and you must send it within a reasonable time period (a couple of weeks at most).
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item, and if we don’t then we can’t process a refund (and then nobody will be happy).
Note we reserve the right to make only a partial refund, or no refund at all, if you do not follow these instructions. If you do follow these instructions then we will refund 100% of your original purchase, including any shipping costs you paid on that original order.
Please do not send your purchase back to the manufacturer. You cannot imagine how difficult that would be to untangle.
QUESTION: You told me I’d get a refund but I haven’t! Where’s my money?
If we told you that we have refunded your payment but you haven't received it yet, to avoid embarrassment please try the following:
- First check your credit card or Paypal account again;
- Then contact your credit card company, it may take some time before your refund is officially posted;
- Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at email@example.com.