Refund policy
Returns & Refunds Policy
Last updated: June 17, 2025
Thank you for shopping with Mug Senpai! All products sold in our store are custom-made to order — including mugs, T-shirts, tote bags, and any other merchandise we offer — which allows us to provide unique, one-of-a-kind items. Because of this custom production process, we cannot accept returns or exchanges unless an item arrives damaged or incorrect.
However, if your order arrives damaged, defective, or incorrect, please contact us within 2 days of delivery so we can help make it right. Claims submitted after this window may be denied unless otherwise required by law.
What We’ll Need
To resolve any issue with your order, please email us with the following:
- A clear photo of the item and packaging (including visible damage, if applicable)
- A brief explanation of the issue
- Your order number and the email used at checkout
Once received, we’ll work with our production partner to send a replacement at no extra cost to you.
Refunds or Replacements May Be Denied If:
- The item is not damaged, defective, or incorrect
- The 2-day contact window has passed and no exception applies
- The shipping address provided was incorrect or incomplete
Please note: We are not responsible for orders lost due to address errors entered during checkout.
Care Disclaimer
Our mugs are made of durable white ceramic with a glossy finish. They are BPA-free, lead-free, and safe for use in both the microwave and dishwasher.
Thanks to advanced printing techniques, your design appears vivid and long-lasting. However, to help preserve vibrancy over time, we recommend gentle care when possible — hand-washing is encouraged.
Our T-shirts are printed on soft, high-quality cotton and are made to last. For best results, we recommend washing inside out with like colors and avoiding high heat drying.
Our tote bags are printed and sewn by our production partners. Minor variations in print alignment, stitching, or fabric tension are normal for custom-made textile products and are not considered defects unless clearly outside standard tolerances.
Printing & Color Variation
All Mug Senpai products are printed on demand through trusted production partners. Small differences in color, print placement, or trim (typically within 1–3 mm) may occur due to standard production tolerances in the printing process. These subtle variations are considered normal and not defects. If your product arrives misprinted or damaged beyond this expected range, please contact us within 2 days of delivery so we can arrange a replacement or refund.
Still Need Help?
You can reach out anytime:
✉️ info@mugsenpai.com
🕓 Mon–Fri: 10:00 – 18:00 EST
Before contacting any consumer protection authority, please reach out to us directly. In accordance with GDPR and EU consumer law, we will respond to your message within 14 calendar days. Most issues can be resolved quickly and fairly this way.
Legal Notes
Mug Senpai is based in Lithuania (European Union). Under Article 6.228(10)(2) of the Lithuanian Civil Code and the EU Consumer Rights Directive 2011/83/EU, made-to-order products are exempt from the standard 14-day return policy. These products are produced individually after purchase and do not exist prior to ordering.
We also follow applicable EU and U.S. consumer protection laws when serving buyers from those regions.
Product images may include props or decorative items that are not part of the sale unless explicitly stated. Buyers are responsible for reviewing product descriptions and measurements before purchasing.
By placing an order, you acknowledge that this product is made-to-order and therefore exempt from the EU 14-day right of withdrawal. Returns are not accepted unless the item arrives defective or damaged.
Pricing Transparency: The total price — including any applicable taxes — will always be clearly shown at checkout before you complete your order.
By completing your purchase, you confirm that you have read and agreed to our Terms & Conditions, Returns Policy, and Payment Policy. For additional guidance, please review our FAQ.