Refund policy

Refund & Returns Policy

Mug & Muzzle – Returns & Refunds

At Mug & Muzzle, every order matters to us. We take care in preparing our products and want you to be delighted with your purchase.

Please read our returns and refund policy before placing an order.

1. Personalised and Made-to-Order Products

Many of our products are created specifically for you using your pet's photograph, name or other personalisation details.

Because these products are made to your individual specifications, we do not accept change-of-mind returns or cancellations for personalised products where the statutory cancellation exemption applies.

Please carefully check all photographs, names, spelling and personalisation details before completing your purchase.

Once production has begun, we may be unable to accommodate changes or cancellation requests.

This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or does not match its description.

2. Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty, incorrectly printed or different from what you ordered, please contact us as soon as possible.

Email: hello@mugandmuzzle.co.uk

Please include:

Your order number.
A description of the problem.
Clear photographs of the item and any relevant packaging, where possible.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a replacement, repair, refund or other legally required remedy.

We may request additional information to help us resolve your issue, but this does not limit your statutory rights.

3. Customer-Supplied Personalisation

Customers are responsible for checking the accuracy of the names, photographs and other personalisation details submitted with their orders.

We cannot ordinarily offer a free replacement or refund solely because a customer supplied incorrect personalisation details and the finished product accurately reflects those instructions.

However, if we make an error during production or the item does not match the agreed specifications, we will resolve the issue in accordance with your statutory rights.

4. Non-Personalised Products

For eligible non-personalised products purchased online, customers generally have the right to cancel within 14 days of receiving their goods.

After notifying us of cancellation, you normally have a further 14 days to return the item.

To request a return, please email:

hello@mugandmuzzle.co.uk

Unless otherwise required by law or agreed by us, customers are responsible for the direct cost of returning non-faulty goods following a change-of-mind cancellation.

We may make a deduction for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where applicable, refunds will include the original standard delivery charge, subject to the relevant legal requirements.

5. Return Authorisation

Please contact us before sending an item back so that we can provide the appropriate return instructions.

Do not return products directly to our printing or fulfilment partner without receiving instructions from Mug & Muzzle.

Contacting us first helps ensure your return is processed correctly and avoids unnecessary delays.

This process does not restrict your statutory cancellation or consumer rights.

6. Refunds

Where a refund is due, it will be issued to your original payment method.

For eligible cancellations, refunds will be processed within the legally required timeframe. Where permitted, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back.

Your bank or payment provider may require additional time to make the funds available.