Refund & Return Policy

At Applemug, we are committed to providing a satisfying shopping experience. Please review the following policy regarding the conditions under which refund requests are accepted and declined.

1. Eligibility for Refund Requests

Applemug will review and approve refund requests under these circumstances:

  • Service Failure: Orders are lost or missing items due to our failed service delivery (e.g., package lost in transit by our partnered carrier).
  • Missed Cancellation/Exchange: We failed to process the customer’s order cancellation and/or exchange request within the 24-hour window after the order was placed.
  • Product Defects/Not as Described:
    • The product variant, appearance, and/or quality are not as described on the product page.
    • The product arrives faded, damaged, and/or missing pieces.

2. Ineligibility for Refund Requests

Refund requests will be declined in the following situations:

  • Customer Error (Address): Lost orders due to customer address misrepresentation (incorrect or missing information).
  • Change of Mind: Undamaged item where the customer simply changes their mind.
  • Customer Fault Damage: The product is damaged due to the customer’s fault after delivery (We utilize a quality assurance system to verify item conditions before shipment).

3. Refund Request Procedure

To ensure prompt processing of your refund or return, please follow these steps:

3.1. Submit Your Request

Please submit the following information to our email address: [store_mail]

  1. Proof of Purchase: Provide the digital or physical receipt, OR simply reply to one of the order notification emails sent from our system.
  2. Reason for Request: Clearly state the reason for the refund or return.
  3. Proof of Damage (if applicable): Kindly attach at least 3 images taken from different angles to clearly illustrate the product’s current damaged status.

3.2. Assessment and Approval

  • Please allow us 24 business hours (Saturday and Sunday are not counted) to respond to your email.
  • DO NOT return the item before receiving official confirmation from us regarding the eligibility of your return and/or refund request.

3.3. Returning the Product (If Required)

  • If your request is approved, you will be instructed to return the parcel to our designated warehouse.
  • Return Shipping Fee: Customers are responsible for the return shipping fee and ensuring the item reaches our warehouse.
  • Risk of Loss: Lost return items are not eligible for a refund request.

4. Refund Processing and Expected Timeline

4.1. Notification and Inspection

Once your return is received and inspected (which may take approximately 7 days), we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, a credit will automatically be applied to your original method of payment.

4.2. Refund Amount and Method

  • You will receive a full refund, including the original shipping fee.
  • The refund is credited in the same currency as the original payment.
  • Available Refund Methods: PayPal, Credit card. It can take up to 30 days depending on the card issuer.

4.3. Late or Missing Refund

If you haven’t received a refund yet after receiving our approval notification:

  1. Check your bank account again.
  2. Contact your credit card company, as there may be a delay before your refund is officially posted.
  3. Contact your bank, as processing time often occurs before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at [email protected].