Refund policy

Zentovia Mugs – Return & Refund Policy

At Zentovia Mugs, all of our custom ceramic mugs and tote bags are made to order. Because each item is uniquely printed upon purchase, we do not accept standard returns, exchanges, or cancellations for buyer’s remorse or change of mind. Please review your order details and delivery address carefully before completing your purchase.

Quick Return Policy Overview:

To comply with global consumer transparency, here is a quick summary of how we handle return and refund requests:
  • Return Policy: Defective, damaged, or incorrect items only.
  • Standard Returns & Exchanges: Not accepted due to custom, made-to-order printing.
  • Reporting Window: 30 days from the delivery date.
  • Return Method: By Email (contacting support@zentoviamugs.com).
  • Restocking Fee: $0.00 (We do not charge any restocking fees).
  • Return Shipping Costs: $0.00 (No physical return is required for verified damaged items).
Damaged, Defective, or Incorrect Items
Your satisfaction is our priority. If your order arrives damaged during transit, has a manufacturing defect, or if you received the wrong design, we will fully resolve the issue at no extra cost to you.
  • Reporting Window: You must report any issues to us within 30 days of delivery.
  • How to Claim: Contact our customer support team at support@zentoviamugs.com. Please include your order number and clear photographic proof of the issue.
  • Our Resolution: Upon verification, we will issue a 100% free replacement or a full refund.
  • Return Shipping: For verified damaged or defective items, you do not need to ship the item back to us, and you will not incur any fees.
Exceptional Authorized Returns
In any rare case where our support team explicitly authorizes a physical return for an exceptional reason:
  • The item must be shipped back to our designated fulfillment center.
  • The customer is responsible for paying all return shipping costs. We do not provide prepaid return labels for these instances.
  • Once the item is received and inspected, we will notify you of the approval or rejection of your refund.
Refund Processing Time:

Once a refund is approved, it will be automatically processed back to your original payment method. Please allow 5 to 10 business days for our payment processor and your banking institution to credit the funds back to your account.