Refund Policy

Refund Policy — TiltMug

Last updated: June 15, 2026

We want you to love your TiltMug. If you don't, we want to make it right. Here's exactly how returns and refunds work.

The 30-Day Guarantee

Try your TiltMug for a full month. If it's not what you hoped for — for any reason — send it back for a full refund.

  • ✅ No restocking fees
  • ✅ No questions asked
  • ✅ Refund issued to the original payment method
  • ✅ Refund processed within 5-10 business days of receiving your return

This guarantee applies to customers in the United States, Canada, the United Kingdom, and New Zealand. International customers should review the "International Returns" section below for shipping cost details.

Arrived Broken? We'll Replace It Free.

Ceramic and glass occasionally break in transit, even with careful packaging. If your mug arrives cracked, chipped, or shattered, we'll make it right at no cost to you.

Email us at info@tiltmug.com within 7 days of delivery with:

  • Your order number
  • A photo of the damaged item (and the packaging, if possible)

We'll ship a free replacement right away — you don't need to return the broken one. No charge, no hassle. Breakage in transit does not count against your 30-day window.

How To Start A Return

For non-damaged returns, email us at info@tiltmug.com with:

  • Your order number
  • The item you'd like to return
  • A brief reason (optional, but helps us improve)

Within 1-2 business days, we'll send you:

  • Return instructions
  • A return shipping address
  • A prepaid return label (US orders over $25 — small fee for orders under)

You'll have 14 days from the date we send the return label to ship the item back to us.

What Qualifies For A Refund

To be eligible for a full refund, the product must be:

  • Returned within 30 days of the delivery date
  • In its original condition (unused, undamaged) and original packaging where reasonably possible

Please pack returns carefully — wrap the mug well so it survives the trip back. Returns that arrive broken due to insufficient packaging may not be eligible for a full refund.

What Doesn't Qualify

We can't accept returns for:

  • Items returned more than 30 days after delivery
  • Items damaged by misuse, drops, or thermal shock after delivery
  • Items returned without prior authorization (please email first)
  • Personalized or custom-printed mugs, unless they arrived damaged or defective

Defective Items

If your mug has a manufacturing defect (glaze flaw, handle issue, printing error), contact us within 7 days of delivery at info@tiltmug.com with your order number and photos. We'll send a replacement or full refund — whichever you prefer. Defective items don't count against your 30-day window.

Wrong Item Received

If we shipped you the wrong item, email us at info@tiltmug.com with photos of what you received. We'll ship the correct item right away and cover all costs. You won't need to pay return shipping in this case.

How Refunds Are Issued

Once we receive and inspect your return:

  1. We'll send you an email confirming the refund
  2. The refund goes back to your original payment method
  3. Your bank typically posts the refund within 5-10 business days

Refunds are processed in USD. International customers will see the refund converted to their local currency by their bank — exchange rates may differ slightly from the rate at purchase.

If you don't see the refund after 10 business days, contact your bank first. If it's still not there, email us at info@tiltmug.com and we'll trace it.

International Returns (Canada, UK, New Zealand)

The same 30-day satisfaction guarantee applies internationally — but please note:

Return shipping costs are paid by the customer for international returns (unless the item arrived broken, defective, or wrong — in those cases we cover it). Typical international return shipping runs $20-50 depending on your country and carrier.

Customs duties paid on the original shipment are not refundable by us. Those fees were paid to your country's customs authority. Some customs authorities allow you to claim a refund of import duties on returned goods — contact your local customs office for the process.

Refunds are processed in USD and converted by your bank to local currency.

We recommend emailing info@tiltmug.com before shipping anything back internationally so we can give you specific instructions.

Lost Or Stolen Packages

Once your package is marked "delivered" by the carrier, it's no longer in our control. If your package was marked delivered but you didn't receive it:

  1. Check with neighbors and household members
  2. Look around your delivery location
  3. Wait 24-48 hours — packages occasionally get scanned as delivered early
  4. Contact the carrier to file a missing package claim
  5. Email info@tiltmug.com with your order number and we'll help you investigate

For international orders, also check with your local customs office.

Address Errors

We ship to whatever address you provide at checkout. If you entered the wrong address and the package returns to us, we'll reship to the correct address at your cost. If the package is lost due to an incorrect address you provided, we can't issue a refund. Double-check your address before placing your order.

EU/UK Statutory Rights

Customers in the United Kingdom and European Union retain all statutory rights under local consumer protection laws, including the Consumer Rights Act 2015 (UK) and the Consumer Rights Directive (EU). Where these rights provide stronger protection than what's described here, those rights apply.

Contact Us

Questions about a return or refund? Email:

info@tiltmug.com

We respond within 24 hours, Monday through Friday. Please include your order number.