Our refund policy lasts 30 days from date of purchase.

We craft our products bespoke for your order, so can’t offer refunds or exchanges if you change your mind.

We offer refunds or exchanges for poor quality products only. If your product is of poor quality, please email us at contact@mugface.com.au with a picture and description of your concern.

You will be given the option to receive a coupon at the value of your previous purchase or be refunded the balance of your purchase. If you wish to be refunded, a credit will automatically be applied to your credit card or original method of payment. Please note that we will process the refund within 2 business days but it may take longer for you to receive the monies due to banking processes.

Received Broken Item

We take great care in packaging our mugs, ensuring each is securely placed in a sturdy box with form-fitting Styrofoam for shipping. Despite our efforts to ensure your products arrive safely, accidents can happen during transit. Please note, we do not offer exchanges or replacements for broken items, as we rely on Australia Post’s insured shipping service in these circumstances.

If you receive a broken item, you can seek a refund directly from Australia Post. Here’s what you need to do: take the packaging and the broken product, along with the receipt included in your delivery, to any Australia Post shop. Inform them of the damage, and they will initiate a refund request on your behalf. Please provide them with your details, and they will process your refund in accordance with Australia Post’s policies and timelines.

We appologise for any inconvenience caused by receiving a broken product. Please understand that our decision not to offer refunds directly is because we invest in Australia Post’s insurance to ensure your items are protected and that any issues can be resolved swiftly and efficiently by their team.

Late or missing refunds

If you haven’t received a refund within 10 business days:

  • First check your bank 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 contact@mugface.com.au

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@mugface.com.au with clear pictures attached of the damaged or defective product.

 

Shipping Returns

Only return your product to us if you have been requested to do so. If requested to return your product, you should mail your product to: Mug Face, 29 Scott Street, Springwood, NSW, 2777.

Please use regular post for shipping, take a photo of the receipt and email it to contact@mugface.com.au so that we can refund you the shipping cost.

Need Help?

Contact us at contact@mugface.com.au for questions related to refunds and returns.