Refund policy

When you buy goods from us, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement and/or compensation where the goods are faulty, do not match the attributes chosen during the ordering process or are not as described. Nothing in this policy removes your Statutory Rights.

Manufacturing or printing errors / damage

Please inspect your order upon reception and contact us immediately if any of the items are defective, damaged or if you receive the wrong item/s, so that we can evaluate the issue and make it right.

If there are any issues with our products such as manufacturing errors, printing issues, damage to the product or delivery of an incorrect product HUACI Porcelain factory may, at its own discretion, offer a refund or replacement order free of charge.

To be eligible for a refund or product replacement, you must provide photographic evidence of the originally received item(s), and a written summary of the issue, within 30 days from the day the order was delivered by the carrier. Submitted evidence will be reviewed by our customer service team to determine eligibility for a refund or free replacement.

In the case that a replacement order is approved, there is no need to return the original product(s) in question. HUACI Porcelain factory will make every effort to match the replaceable items from the original order. No modifications (e.g. to mug size, colour, artwork and/or other product specifications) can or will be made to a replacement item.

Returns

To start a return, you can contact us at info@imamug.co.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to follow our returns procedure, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take between 1-3 business days for your bank or credit card company to process and post the refund.