Refund policy


Return and Refund Policy

Effective Date: 28 February 2026
Last Updated: 28 February 2026

Please read this Return and Refund Policy carefully prior to completing your purchase. By placing an order with us, you confirm that you have read, understood, and agreed to the terms outlined below.

1. General Policy

All purchases made through our store are subject to the terms of this policy. We are committed to transparency and fairness in all transactions. If you have any concerns prior to purchasing, we encourage you to contact us before completing your order.

2. Digital Products

2.1 No Return and No Refund Policy

All sales of digital products are final and non-refundable. Due to the nature of digital goods, access, download, or delivery may be granted immediately upon payment. We are unable to accept returns or issue refunds once the product has been delivered or accessed.

2.2 Customer Acknowledgement

By completing your purchase of a digital product, you expressly acknowledge and agree that:

  • You have reviewed the product description in full prior to purchase.
  • Immediate access or delivery constitutes fulfilment of the order.
  • Refunds are not available for change of mind once a digital product has been delivered or accessed.

2.3 Limited Exceptions (Delivery or Technical Issues)

If a digital product is not delivered, cannot be accessed, is corrupted, or is materially different from what was described at the time of purchase, please contact us within 7 days of your purchase date. Where appropriate, we may provide a replacement file or link, troubleshooting assistance, store credit, or another suitable resolution.

How to submit a digital product claim: Email guanyincitta26@gmail.com with the subject line "Digital Product Issue - Order #[Insert Your Order Number]" and include your order number, the email address used at checkout, and a brief description of the issue (screenshots encouraged).

3. Physical Products (Cups)

3.1 No Return and No Refund Policy

Due to hygiene and health safety reasons, all sales of cups and related drinkware are final and non-refundable. Once a cup has been dispatched or received, we are unable to accept returns or provide refunds under any circumstances, including but not limited to:

  • Change of mind
  • Incorrect size or colour selection by the customer
  • Dissatisfaction with the product

We strongly advise customers to review all product details carefully before placing an order.

3.2 Damaged or Defective Items (Shipping Damage)

We take great care in packaging our products. However, if your cup arrives damaged due to shipping or transit, you may be eligible for a replacement or store credit under the following conditions:

  • You must notify us within 72 hours of receiving the item.
  • You must provide clear photographic evidence of:
    • The damaged item
    • The original packaging
    • The shipping label
  • Claims submitted outside of this timeframe may not be accepted.

Please send your claim to guanyincitta26@gmail.com with the subject line: "Damaged Item - Order #[Insert Your Order Number]".

We reserve the right to assess each claim individually and determine the appropriate resolution, which may include a replacement, store credit, or another remedy, based on the information provided and the circumstances of the claim.

Shipping for approved replacements: If a replacement is approved due to transit damage, we will cover the shipping cost for the replacement item. Original shipping fees are non-refundable, unless required by law.

3.3 Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of delivery with your order number and supporting details. We will arrange an appropriate resolution.

How to submit an incorrect or missing item claim: Email guanyincitta26@gmail.com with the subject line "Incorrect or Missing Item - Order #[Insert Your Order Number]" and include your order number, photos of what you received (if applicable), and a clear description of the issue.

3.4 Defective on Arrival (Non-Transit)

If your cup appears to be defective on arrival and the issue is not caused by misuse, negligence, or improper handling, please contact us within 7 days of delivery with photos and details. Where appropriate, we may offer a replacement, store credit, or another suitable remedy. Returns are not accepted for hygiene reasons.

4. Non-Eligible Claims

The following circumstances do not qualify for a return, refund, or replacement:

  • Items damaged due to misuse, negligence, or improper handling by the customer.
  • Claims made outside the specified timeframes.
  • Digital products that have already been accessed, downloaded, or used, except as outlined in Section 2.3.
  • Requests based solely on a change of mind.

5. Chargebacks and Disputes

We encourage customers to contact us directly to resolve any concerns before initiating a chargeback or payment dispute. Unauthorised or fraudulent chargebacks may result in the suspension of your account and may be subject to further action where appropriate.

6. Store Credit (If Issued)

If store credit is offered, it will be issued in the form of a discount code or equivalent store credit method. Store credit is non-transferable, has no cash value, and may only be used on future purchases, unless required otherwise by applicable law. Store credit does not expire unless stated otherwise at the time it is issued.

7. Contact and Customer Support

For any questions or concerns regarding this policy, please contact us:

8. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under applicable consumer protection laws. Where such laws apply, your statutory rights remain unaffected.

By purchasing from our store, you acknowledge that you have read and agreed to this Return and Refund Policy in its entirety.