Refund policy
At Muggby, all products are made to order and fully personalised. For this reason, we do not accept returns or exchanges for change of mind.
However, your satisfaction is extremely important to us. If your item arrives damaged, defective, or not as described, we will offer a free replacement or refund.
This does not affect your statutory rights under UK consumer law.
You have 30 days from the delivery date to report any issue.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us via Livechat or email at contact@muggby.co.uk.
To help us resolve your request quickly, please provide:
- Clear photos of the product
- Clear photos of the packaging
- A photo of the shipping label (if available)
Once verified, we will arrange a free replacement or refund. You do not need to return the defective item.
This policy covers manufacturing defects and damage during production or delivery. It does not cover:
- Damage caused by misuse or accident
- Improper care
- Normal wear and tear
- Sun exposure damage
- Unauthorized modifications
Non-Delivery or Lost Parcels
If your order has not arrived within the expected delivery timeframe, please contact us with your order number and tracking details. We will investigate with the carrier and resolve the issue as quickly as possible.
If your parcel is confirmed lost by the carrier, we will offer either:
- A free replacement
- or a full refund
Refund Processing Time
If a refund is approved, it will be issued to your original payment method.
Processing times:
- Credit card: up to 10 business days
- PayPal: 3–5 business days
Please note that your bank may require additional processing time.
