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Returns Policy

Returns Policy

Unwanted Item – If you decide you do not want your order once we have despatched it then you have 14 days to return it. We do not currently offer returns free of charge. Returning your item will incur a charge of £5.50 which will be deducted from your refund value.

Please include a copy of the despatch note in the parcel so we can issue you with a refund. If you have any problems, please email customerservice@dunoonmugs.co.uk or telephone our customer service team on 01785 817414

You will need to drop the parcel off at a DPD point. To find your nearest DPD point, please follow this link to their website DPD.com. Once we receive your returned item(s), we will issue you with a refund.

Damaged Item – If you receive an item which is damaged, please email a photo along with your name and order number to customerservice@dunoonmugs.co.uk within 14 days of receipt. This will then be reviewed by our quality and technical manager. We will respond to your email within 2 working days and may ask for the mug to be returned at our expense, before issuing a refund or replacement. We will supply you with a DPD returns label.

Our returns and replacement policy does not apply when a defect in the mug has arisen from the following:

Wear and tear through fair use;

Wilful damage, negligence by you or a third party, misuse, or incorrect handling or storage;

Failure to follow the care instructions recommended by us on the care card provided in your parcel;

Products you have not paid for;

Products you have not bought from our website.

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