Refund policy

Last Updated: July 13, 2026

At MugNest.store, we believe every cup should bring a sense of warmth, simplicity, and everyday comfort. Our collection is thoughtfully selected to reflect the quiet elegance of the Modern Japanese Café aesthetic, including ceramic mugs, handcrafted-style drinkware, seasonal gift sets, coffee cups, tea cups, and related accessories. We want every purchase to feel considered and enjoyable, from the moment you place your order to the moment your item becomes part of your daily routine.

This Return & Refund Policy explains the conditions, procedures, and timeframes that apply when requesting a return, exchange, replacement, refund, or order cancellation. By placing an order through MugNest.store, you acknowledge that you have reviewed and accepted this policy.

For assistance, please contact us using the details below:

MugNest.store
803 Rue Saint-Timothée
Montréal, QC H2L 5C7
Canada

Email: supprot@MugNest.store
Phone: (437) 772-1458

Please include your order number whenever contacting us so that our customer care team can assist you efficiently.

1. Thirty-Day Return Period

We accept eligible return requests submitted within 30 calendar days of delivery. The return period begins on the date the shipment is marked as delivered by the applicable shipping carrier.

To qualify for a return, you must contact us before the 30-day period expires. Requests made after this period may be declined unless the item is defective, damaged, incorrect, or otherwise protected by applicable consumer law.

Contacting us within the return period does not automatically guarantee approval. All returns remain subject to the eligibility conditions described in this policy.

2. Return Eligibility

To be eligible for a standard return, the product should be:

Unused, unworn, unwashed, and unaltered

In the same general condition in which it was received

Free from stains, scratches, chips, cracks, odors, residue, or signs of use

Returned with its original packaging, inserts, accessories, lids, spoons, warming stands, gift boxes, protective foam, and any other included components

Accompanied by valid proof of purchase from MugNest.store

Products that have been used for coffee, tea, milk, chocolate, cheese, food, or any other beverage or ingredient may not be accepted as standard change-of-mind returns for hygiene and safety reasons.

Because many of our products are ceramic, stoneware, porcelain, or handcrafted-style items, minor variations in glaze, texture, tone, shape, surface pattern, or handmade appearance may occur. These natural or intentional variations are generally not considered defects when they are consistent with the product description and photographs.

3. How to Request a Return

Before sending any product back, you must contact our customer care team at supprot@MugNest.store.

Your return request should include:

Your full name

Your order number

The email address used for the order

The name of the product you wish to return

The quantity being returned

The reason for the return

Clear photographs or a short video when the item is damaged, defective, incorrect, incomplete, or significantly different from the listing

After reviewing your request, we will confirm whether the return is approved and provide the appropriate return instructions. These instructions may include a return address, packaging requirements, and any return authorization information needed to identify your parcel.

Please do not send an item to the business address or to any warehouse address without receiving written instructions from us first. Unauthorized returns may be delayed, refused, or returned to the sender.

4. Free Returns

MugNest.store offers free returns for eligible products when the return is approved under this policy.

Depending on your location and the circumstances of the return, we may provide a prepaid shipping label, reimburse reasonable return shipping costs, arrange another return method, or issue a refund without requiring the product to be returned.

A free return does not cover additional costs created by the customer, including expedited shipping chosen independently, premium packaging, customs brokerage arranged without authorization, or shipping to an address not provided by our team.

When a prepaid return label is supplied, it must be used within the stated validity period. The product must be delivered to the designated carrier according to the instructions provided.

5. Damaged or Broken Products

Ceramic and glass products require careful handling during transportation. Although orders are packaged with protective materials, damage may occasionally occur in transit.

Please inspect your order as soon as it arrives. If an item is chipped, cracked, shattered, badly scratched, or otherwise damaged, contact us as soon as reasonably possible.

Your message should contain clear photographs showing:

The damaged product

The affected area from more than one angle

The complete item

The shipping package

The protective materials inside the package

The shipping label where visible

After verification, we may offer a replacement, full refund, partial refund, or another suitable resolution. We may ask you not to return broken ceramic or glass when shipping it would present a safety risk.

For your safety, do not handle sharp fragments with bare hands. Keep broken pieces away from children and pets and dispose of them carefully after receiving our instructions.

6. Defective Products

A product may be considered defective when it has a manufacturing issue that materially prevents normal intended use. Examples may include an unstable or detached handle, a lid that does not fit as described, a severe leak, a missing functional component, or a structural flaw not caused by accidental damage or misuse.

Normal glaze variation, rustic texture, small handmade markings, subtle differences in color, and variations caused by lighting or screen settings are not ordinarily classified as defects.

If you believe your item is defective, send us photographs or a video demonstrating the issue. We will assess the information fairly and may request additional details before approving a refund or replacement.

7. Incorrect Products

If you receive a product that differs from the item, size, color, style, quantity, or variation shown in your order confirmation, please contact us promptly.

Do not use the incorrect item while the matter is being reviewed. We may request photographs of the product, packaging, identifying labels, and packing slip.

Once the error is verified, we may provide the correct product, issue a refund, or offer another appropriate solution at no additional cost to you.

8. Missing Items or Incomplete Sets

Some MugNest.store products are sold as sets and may include components such as a mug, spoon, lid, warmer, candle holder, gift box, fork, saucer, or protective insert.

If a component listed in the product description is missing, contact us with photographs of everything received, including the packaging. We may send the missing component, replace the full set, or provide a refund or partial refund depending on the circumstances.

Decorative objects used in product photography are not included unless the product description specifically states that they are part of the purchase.

9. Items That Cannot Normally Be Returned

The following items may not qualify for a standard change-of-mind return:

Products that have been used, washed, stained, or damaged after delivery

Items returned without authorization

Items missing original parts, packaging, accessories, or gift components

Products damaged through misuse, neglect, impact, improper cleaning, or incorrect storage

Items modified, repaired, painted, engraved, or personalized after purchase

Personalized or custom-made products unless defective or incorrect

Gift cards or store credit

Final-sale or clearance products clearly identified as non-returnable before purchase, except where applicable law requires otherwise

Items that create a hygiene or safety concern because they have been used with food or beverages

This section does not limit any mandatory rights you may have under applicable consumer protection law.

10. Seasonal, Promotional, and Gift Products

Seasonal mugs, Christmas gift sets, limited-edition products, clearance items, and promotional bundles are subject to the same 30-day return period unless the product page clearly states different conditions permitted by law.

Products returned from a bundle must include all components of that bundle. When only part of a bundle is returned, the refund may be adjusted to account for the regular price of the items retained.

Free promotional gifts may also need to be returned when the qualifying order is refunded in full. If the gift is not returned, its stated retail value may be deducted from the refund where permitted.

11. Exchanges

We do not guarantee direct exchanges because product availability may change quickly. The most reliable method is usually to return the eligible item and place a new order for the preferred product.

However, when stock is available, we may offer a replacement or exchange for:

A damaged item

A defective item

An incorrect item

A different available variation

Any exchange must be approved before the original item is returned. If the replacement product has a different price, we may provide instructions regarding the difference.

12. Refund Review and Inspection

Once a returned item reaches the designated return facility, it may be inspected to verify that it meets the approved return conditions.

We will review:

The physical condition of the product

Whether the item shows signs of use

Whether all included parts are present

Whether the product matches the approved return request

Whether the item was packaged safely

Whether the return was sent within the required timeframe

If the item does not meet the approved conditions, we may reduce or refuse the refund where legally permitted. We will contact you if there is a significant issue with the returned product.

13. Refund Processing

Approved refunds are issued to the original payment method used at checkout, unless another method is required or mutually agreed upon.

After a refund is issued, your bank, card provider, digital wallet, or payment processor may require additional processing time before the funds appear in your account. This timing is controlled by the financial institution and is outside the direct control of MugNest.store.

Refunds may be issued for:

The full purchase price

The affected item only

A partial amount where appropriate

Original standard shipping charges when required by law or when the entire order was incorrect or defective

Additional shipping services, gift wrapping, or expedited delivery fees may not be refundable when those services were successfully provided.

14. Partial Refunds

A partial refund may be offered when:

The product has a minor cosmetic issue but remains fully functional

Only one component of a set is affected

The customer chooses to keep a damaged or imperfect item

An approved return is received with missing packaging or accessories

The product shows handling beyond what is reasonably necessary to inspect it

No partial refund will be issued without clear communication and agreement regarding the proposed resolution.

15. Late or Missing Refunds

If you have received confirmation that a refund was issued but cannot see it in your account, first check the original payment method and allow the normal processing period communicated by your bank or payment provider.

You may also wish to contact your card issuer or financial institution, as pending refunds may not appear immediately.

If the expected processing period has passed, contact us at supprot@MugNest.store with your order number and refund confirmation details. We will review the transaction and provide available information.

16. Order Cancellations

Orders may be cancelled only before they enter processing, fulfillment, or shipment.

To request cancellation, contact us immediately after placing the order. We will make a reasonable effort to stop processing, but cancellation cannot be guaranteed.

Once an order has been packed, transferred to a fulfillment facility, assigned a tracking number, or shipped, it may no longer be cancelled. In that case, you may request a return after delivery under this policy.

MugNest.store may cancel and refund an order when:

The product becomes unavailable

Payment cannot be verified

The shipping information is incomplete or invalid

The order is identified as potentially fraudulent

A technical or pricing error materially affects the transaction

We will notify you using the contact information supplied during checkout.

17. Refused and Undeliverable Packages

A package may be returned to the sender when the customer refuses delivery, supplies an incorrect address, fails to collect the parcel, or is unavailable after carrier delivery attempts.

If the parcel is returned to us, we may offer reshipment or a refund after reviewing the circumstances. Additional shipping charges may apply when the delivery failure was caused by incorrect or incomplete customer information.

Please review your name, street address, apartment or unit number, city, province or state, postal code, country, phone number, and email address carefully before submitting your order.

18. Return Packaging

Ceramic, porcelain, stoneware, and glass items must be packed securely to prevent breakage during return transportation.

Whenever possible, use:

The original box

The original protective foam or inserts

Bubble wrap or comparable cushioning

A strong outer shipping carton

Adequate material to prevent movement inside the box

Do not place a fragile mug loosely inside a shipping bag. MugNest.store may not be responsible for damage caused by inadequate return packaging.

19. Return Tracking and Proof of Shipment

When returning an item independently under approved instructions, use a trackable shipping service and retain the receipt until the return is completed.

MugNest.store is not responsible for an untracked return that is lost before arriving at the designated facility. Proof that a label was created does not necessarily prove that the parcel was accepted by the carrier.

20. Gifts

When an item was purchased as a gift, the refund will ordinarily be issued to the original purchaser and original payment method.

A gift recipient may contact us regarding a damaged, defective, or incorrect item, but we may request the purchaser’s order information before providing a resolution.

Where available, we may offer store credit or replacement merchandise instead of refunding the original purchaser, subject to verification and agreement.

21. Product Appearance and Handcrafted Variations

Many items offered by MugNest.store feature artistic finishes inspired by Japanese cafés, Wabi-Sabi ceramics, natural clay, rustic glazes, wood textures, and handcrafted design.

The following characteristics may be normal:

Minor differences in glaze tone

Irregular textures

Small surface marks created during firing

Subtle changes in shape or dimensions

Variations in wood grain

Differences between production batches

Color changes caused by screen settings or lighting

These details often contribute to the individuality of the product and are not necessarily signs of damage or poor quality. However, if the item differs materially from its description, contact us and we will review the concern fairly.

22. Misuse and Accidental Damage

Refunds and replacements do not cover damage resulting from:

Dropping or impact

Using the product over direct heat unless expressly designed for that purpose

Microwave, dishwasher, freezer, or oven use contrary to the care instructions

Sudden extreme temperature changes

Use with incompatible candles or heating equipment

Improper cleaning products

Commercial use beyond the product’s intended capacity

Continued use after visible damage appears

Customers should review the product page and any included care instructions before use.

23. Chargebacks and Payment Disputes

We encourage customers to contact us before initiating a chargeback or payment dispute. Many concerns involving delivery, damage, product differences, or refunds can be resolved more quickly through direct communication.

Submitting a chargeback does not automatically cancel the order or replace the return process. We may provide order records, tracking information, correspondence, photographs, and policy documentation to the payment provider when responding to a dispute.

24. Consumer Rights

This policy is intended to provide a clear and fair return process. It does not exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection legislation.

Where mandatory law provides you with rights greater than those described in this policy, the mandatory legal requirements will apply.

25. Policy Updates

MugNest.store may revise this Return & Refund Policy periodically to reflect changes in our operations, products, payment methods, fulfillment arrangements, or legal obligations.

The updated version will be published on our website with a revised “Last Updated” date. The policy in effect at the time of your purchase will generally govern that transaction, subject to applicable law.

26. Contact Us

For questions, return requests, refund concerns, damaged products, incorrect orders, or cancellation inquiries, contact: