Cancellation, Returns & Refund Policy
Last updated 2026-07-12
Just Mugs (justmugs.in) is a curated design brand owned and operated by Mug Factory ("Mug Factory", "we", "us", "our"), a registered business in Bengaluru, Karnataka, India. All orders placed on Just Mugs are processed, printed, packed, shipped, invoiced, and supported by Mug Factory. Just Mugs is the brand and storefront; Mug Factory is the seller of record. Payment is collected through Razorpay Software Private Limited. This policy explains cancellation, returns, and refunds for orders placed on justmugs.in. All remedies are fulfilled by Mug Factory as seller of record.
01
Why made-to-order products are different
Every Just Mugs product is printed to order after you purchase. Unlike mass-produced retail items, made-to-order mugs cannot be returned to general inventory. Your statutory rights under the Consumer Protection Act, 2019 remain fully protected.
02
Cancellation window
You may cancel within ONE (1) HOUR of Razorpay payment confirmation:
- Zero cancellation charges (Consumer Protection (E-Commerce) Rules, 2020).
- Full refund to your original payment method.
- Refund initiated within 2 business days of confirmed cancellation.
- Email support@mugfactory.in with your order number and "CANCEL" in the subject line.
- The window is measured from the Razorpay payment confirmation timestamp, not from cart checkout.
03
After the cancellation window
Once the 1-hour window expires, your order enters Mug Factory's production queue. Cancellations are generally not permitted because materials and production capacity are committed. Exceptions apply where required by consumer protection law (defective or misrepresented goods).
04
No returns for change of mind
We do not accept returns or exchanges for:
- Change of mind after delivery.
- Subjective dissatisfaction where the product matches the listed design and reasonable quality standards.
- Ordering the wrong quantity (unless cancelled within the 1-hour window).
05
Defective, damaged & misrepresented products
Under the Consumer Protection Act, 2019, you are entitled to a remedy if goods are defective, damaged in transit, or do not match their description:
- Manufacturing defect - chipped, cracked, or structurally compromised mug.
- Severe misprint - print substantially deviates from the product listing.
- Damaged in transit - broken product or visibly damaged packaging.
- Wrong product - different design or item than ordered.
- Remedy: FREE REPLACEMENT or FULL REFUND at your choice, subject to reporting requirements below.
06
How to report an issue
Email support@mugfactory.in within FORTY-EIGHT (48) HOURS of recorded delivery with: order number; clear photos of the issue and packaging; brief description; and your preference (replacement or refund). We aim to respond within 24 hours (excluding Sundays and public holidays).
07
Replacement process
Approved replacements are printed and dispatched within 3–5 business days with free standard shipping to the original address. You generally do not need to return the defective item. If a replacement also arrives defective, you are entitled to a full refund.
08
Refund processing
Approved refunds:
- Initiated within 2 business days of approval.
- Credited to the original Razorpay payment method.
- UPI: typically 1–3 business days; cards/net banking: typically 5–7 business days (bank-dependent).
- Email confirmation sent when we initiate the refund.
09
What we do not refund
The following are not considered defects:
- Minor colour variation inherent to printing (within reasonable tolerance).
- Subjective dissatisfaction with a design you selected from our curated catalogue.
- Normal wear and tear after delivery.
- Damage caused after delivery through misuse.
10
Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. You may approach the appropriate Consumer Disputes Redressal Commission for unresolved grievances.
11
Grievance escalation
Step 1 - Email legal@mugfactory.in with your complaint and order number (response within 48 hours; resolution within 30 days). Step 2 - Consumer Disputes Redressal Commission, Bengaluru, Karnataka, as per applicable jurisdiction.
12
Contact
Support: support@mugfactory.in. Legal: legal@mugfactory.in. Phone: +91 63648 14299. See also /contact.