This is skeleton copy — not yet lawyer-reviewed. Final version BCT-005.

Last updated: 2026-05-25 (draft)

Returns and refunds

1. 14-day cooling-off — standard catalogue mugs

Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you may return any standard catalogue mug within 14 days of receipt for a full refund. You do not need to give a reason. The mug must be unused and in resaleable condition. Return postage is your responsibility unless the mug is faulty.

2. Commissioned mugs — not eligible for cooling-off

Mugs made to your brief under the commission service are excluded from the 14-day cooling-off right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 (personalised or customised goods). This does not affect your rights if the mug is faulty, damaged or not-as-described (see clauses 3, 4 and 5 below).

3. Damaged on arrival — 7 days

Inspect your order on arrival. If anything is damaged, email [contact email placeholder] within 7 days of delivery with at least two photographs: the damaged mug and the packaging it arrived in. We will arrange a free replacement or a full refund — your choice. No return required for damaged-on-arrival items.

4. Manufacturing defect — 90 days

If a mug develops a manufacturing defect (print rub-off, glaze crack, handle separation) within 90 days of delivery, we will replace it free of charge. Email [contact email placeholder] with a photo and your order number.

5. Not as described — 90 days

If the mug you receive does not match what you ordered (wrong design, wrong size, missing element), email [contact email placeholder] within 90 days for a full refund or free replacement.

6. How to return

1. Email [contact email placeholder] with your order number and reason for return.
2. We confirm by email and supply a returns address.
3. Post the mug to us within 14 days of our confirmation. Use tracked postage; we recommend Royal Mail Tracked 48.
4. Once we receive the mug, we issue a refund within 14 days to your original payment method.

7. Exclusions

• Mugs damaged after delivery by the customer
• Mugs that have been used (dishwashed, drunk from)
• Commissioned mugs, except in the case of fault, damage or not-as-described (see clauses 2–5)
• Sale items marked "final sale" at the point of purchase

8. Contact

[contact email placeholder] · HM Cornwall Ltd, [Registered office address], Cornwall, UK · Company number [CH NUMBER].