Returns and cancellation policy
Personalised change-of-mind requests
These mugs and posters are made to your name and message specification. The ordinary 14-day distance-selling cancellation right generally does not apply to goods made to the consumer’s specifications or clearly personalised. This is not a blanket no-returns rule: faulty, misdescribed or incorrectly supplied goods have separate statutory protections. Contact us promptly if you wish to cancel before production starts; we will check whether work can be stopped and confirm any agreed cancellation rather than promise that every request can be cancelled.
Check your text and our work
Check your entered spelling, case and punctuation in the product preview, basket and checkout. If we reproduce the agreed instructions accurately, a customer spelling error is not normally a manufacturing fault. If we print different wording, supply the wrong product, or the goods fail to match the agreed description, contact us for a remedy. A preview is an illustration of placement and does not remove our duty to provide goods as described and of satisfactory quality.
Faulty goods rights
Under UK consumer law you generally have a short-term right to reject faulty goods within 30 days of delivery. Beyond that period you may be entitled to a repair or replacement, and then a price reduction or final rejection where the statutory conditions apply. Faults appearing within the first six months are generally presumed to have existed at delivery unless that presumption is incompatible with the goods or fault. These rights apply to personalised goods too. Reasonable wear, misuse or ignoring care instructions is different from a manufacturing defect.
How to report and return
Email [email protected] or call +417463729814 with your reference, affected product, customisation and a description of the issue. Photos of the item and packaging help us assess damage when reasonably available. We will confirm the next step and a return arrangement; do not post damaged goods back at your own expense without contacting us first. Our contact and return address is MOOMOODA LTD, 151 Canon Street, Leicester, England LE4 6NJ. We cover reasonable necessary return costs for a confirmed fault or our supply error. Keep proof of posting and pack the item securely.
Refund timing and escalation
For an accepted statutory rejection we refund without undue delay and within 14 days of agreeing that you are entitled to a refund. Where a cancellation right applies to any non-personalised goods agreed separately, the usual return and refund rules will be explained before purchase. Refunds use the original method unless expressly agreed otherwise, without a fee. Tell us if a proposed remedy is unsuitable so we can consider the legal position and practical alternatives. Nothing here restricts mandatory consumer rights. Company number 14039515 identifies the trader responsible for resolving your claim.