Return and Refund Policy

Last updated: September 17, 2024

At Chi-Cup® - Your Cup Your Way, we aim to provide high-quality products and excellent customer service. This policy outlines the returns and refunds process for both personalized and non-customized products.

Personalized Products

Non-Refundable

All personalized products are non-refundable. Due to the custom nature of these items, we cannot accept returns or provide refunds unless the product is faulty or damaged upon arrival. We encourage customers to carefully review their design for accuracy and quality before finalizing their purchase.

Faulty or Damaged Items

If your personalized product is faulty or damaged upon receipt, please contact us within 7 working days at store@chi-cup.com with evidence of the damage (e.g., photographs). If we verify that the damage occurred during production or shipping, we will offer a replacement or refund.

Inspection of Damage

We reserve the right to inspect the product to determine whether the damage occurred after delivery. If damage is found to be the result of misuse or intentional actions, a refund will not be provided.

Non-Customized Products (Pre-Designed Collections)

Returns for Non-Customized Products

For non-customized products, such as items from our pre-designed collections, customers have the right to cancel their order within 14 days of receipt, even if the goods are not faulty. Once you notify us of your wish to return the item, you have an additional 14 days to send the product back.

• The item must be unused, undamaged, and in its original packaging.
• You are responsible for the cost of returning the item.
• Once we receive and inspect the returned item, we will issue a refund for the product’s purchase price (excluding any shipping fees).
• We recommend using a tracked service to ensure the return is delivered safely.

How to Initiate a Return

To initiate a return for a non-customized product, please contact us at store@chi-cup.com within 14 days of receiving your order. We will provide instructions on how to return the item.

Incorrect Use of Chi Cup

Dishwasher Use

• The lid of the Chi Cup can be placed in the dishwasher.
• The cup body must be hand-washed gently to preserve the design.

No Refunds for Wear and Tear

Over time, print degradation may occur due to normal wear and tear or improper care. Refunds will not be provided for:

• Fading or deterioration of the design due to wear and tear.
• Damage caused by washing the cup body in a dishwasher.
• Scratches or damage caused by using abrasive cleaning materials.

General Wear and Tear

We do not accept returns or provide refunds for products that have been damaged due to improper care or general wear and tear, including:

• Damage from placing the cup body in a dishwasher.
• Damage from using harsh cleaning agents or exposure to extreme conditions.

Inappropriate Designs and Brand Protection

We reserve the right to refuse to print any design that contains inappropriate or offensive content, or that we believe may damage the Chi Cup brand. If your design is rejected, we will notify you, and a full refund will be provided.

Return Costs

For non-customized products, the customer is responsible for the cost of returning the item unless the product is faulty or damaged. We do not refund delivery costs unless the return is due to an error on our part or a defective item.

Contact Us

If you have any questions regarding our Return and Refund Policy or need to initiate a return, please contact us at:

Chi-Cup® - Your Cup Your Way
Email: store@chi-cups.com
Address: Unit 9, Clearfields Industrial Estate, Wotton Underwood, ENG, HP18 0RS, GB