Return and Refund Policy for The Cup Alchemist

We take pride in creating custom-made products tailored to our customers' requirements. Each product is personalised to suit the customer's individual style. For this reason, it is important that customers read our Return and Refund Policy carefully before placing an order.

Custom Orders

Our products are custom-made and unique to each customer.

Due to the personalised nature of our products, we do not accept returns, refunds, or exchanges if you change your mind once the item has been created.

If you have made a purchase but your item has not yet been made, a refund may be requested. Refunds can take up to 10 working days to be processed by your bank or payment provider.

Bubbles and Natural Variations

Bubbles that appear during the shipping process or develop over time are a normal characteristic of handmade products. As these can occur naturally, they are not considered a fault and are not a valid reason for a refund. Therefore, no refund will be given if bubbles develop over time.

Damaged Items

If your item arrives damaged, you will need to file a claim directly with the shipping carrier (Royal Mail or Evri). All shipments are insured, and the carrier is responsible for reimbursing damage that occurs during transit.

To File a Damaged Parcel Claim

Royal Mail: Visit the Royal Mail Online Claims Service.

Evri: Visit the Evri Contact Us page.

Please keep all packaging and the damaged item until the claim has been fully processed. The carrier may request clear photographs or videos of both the item and its packaging. Any photographs provided should clearly show the damage, packaging, and shipping label where possible.

Please contact us if you require proof of purchase or a receipt to support your claim.

If the item is found to be defective due to a manufacturing fault, you will, of course, be offered a refund or replacement.

Disclaimer

If a cup is received without any visible damage or defects, we are unable to offer a refund or replacement for breakages or damage that occur after delivery.

If a cup is received with a defect that occurred during the manufacturing process, a refund will be issued once the item has been returned to us.

Any cups with defects believed to be the result of the manufacturing process must be reported and returned within 30 days of delivery to be eligible for a refund. Any claims made or items returned after 30 days will not be eligible for a refund.

This policy does not affect your statutory rights under UK consumer law.

Order Issues

If there is a problem with your order, such as receiving the wrong item, please contact us as soon as possible and we will work to resolve the issue promptly.

Standard Products

Standard (non-customised) products may be returned for a refund if they are returned within 10 days of delivery. The customer is responsible for the return postage costs. Only the cost of the product will be refunded.

Shipping Insurance

All orders include shipping insurance. If damage occurs during transit, you may file a claim directly with the shipping carrier for reimbursement.

Questions?

If you have any questions, please contact us at:

tumblercups@yahoo.com

We appreciate your support and understanding.

Thank you for shopping with us at The Cup Alchemist.