Refund policy
Last Updated: July 18, 2026
Welcome to MugMuse.store. We want every order to feel as comforting and dependable as a quiet coffee moment in a warm Scandinavian café. We carefully select drinkware and lifestyle products designed to bring beauty, function, and ease into everyday routines.
This Return & Refund Policy explains how returns, refunds, exchanges, cancellations, damaged items, missing deliveries, and related concerns are handled when you purchase from MugMuse.store.
By placing an order through our website, you acknowledge that you have reviewed and accepted this policy. Please read it carefully before completing your purchase.
Shopify allows merchants to publish customized return and refund terms and makes clear that each merchant is responsible for following its published policy. This policy is therefore intended to clearly communicate the rules that apply to purchases made through MugMuse.store.
1. Contact Information
For questions regarding a return, refund, exchange, damaged product, missing order, or cancellation, please contact us using the information below:
Store Name: MugMuse.store
Email: support@MugMuse.store
Phone: (647) 220-8619
Business Address: 141 Markham St, Toronto, ON M6J 2G4, Canada
Our customer care team will respond as soon as reasonably possible. Most inquiries are answered within 1–3 business days, excluding weekends and Canadian public holidays.
Please do not send any product to our business address without first receiving written return authorization and return instructions from our customer care team. Unauthorized returns may be refused, delayed, or returned to the sender.
2. Our 30-Day Return Policy
MugMuse.store offers a 30-day return period on eligible products.
You may request a return within 30 calendar days after the date your order is marked as delivered by the shipping carrier. Return requests submitted after the 30-day period may not be accepted unless required by applicable law.
To qualify for a return, the product must generally be:
Unused and in substantially the same condition in which it was received
Free from stains, scratches, chips, cracks, odours, residue, signs of washing, or signs of use
Returned with all original parts, lids, straws, spoons, sleeves, accessories, manuals, inserts, and protective materials
Returned in its original packaging whenever reasonably possible
Accompanied by valid proof of purchase, such as an order number, confirmation email, or receipt
Suitable for resale unless the item was defective, damaged, or incorrect when delivered
Products that do not meet these eligibility requirements may be refused or may qualify only for a partial refund, where permitted by law.
Customers should inspect all products promptly after delivery. Drinkware may be made from glass, ceramic, plastic, stainless steel, wood, or mixed materials, and some items may be fragile. Early inspection helps us resolve shipping damage or manufacturing concerns efficiently.
3. How to Request a Return
To begin a return, email support@MugMuse.store with the following information:
Your full name
Your order number
The email address used to place the order
The product or products you wish to return
The reason for the return
Clear photographs or video when the item is damaged, defective, incorrect, incomplete, or materially different from the product ordered
A brief description of the issue
Once we receive your request, we will review it and provide a response. If your return is approved, we will send instructions explaining where and how to return the product.
Shopify supports merchant-managed returns, return instructions, exchanges, estimated refund amounts, and applicable return fees. Customers must therefore follow the specific instructions issued for their approved return.
A return is not considered approved merely because a customer has contacted us. Written authorization must be issued by MugMuse.store before the product is shipped back.
Products sent without authorization, sent to an incorrect address, sent cash on delivery, or sent using a prohibited shipping method may not be accepted.
4. Free Return Eligibility
MugMuse.store offers free return shipping in the following situations, subject to verification:
The item arrived damaged
The item was defective when delivered
The wrong product was sent
The wrong colour, style, capacity, or variant was sent
A component listed as included was missing
The item was materially different from the confirmed order
When free return shipping applies, we may provide a prepaid return label, reimburse reasonable approved return postage, offer a replacement, or issue a refund without requiring the item to be returned.
The available resolution may depend on the product, the order value, the customer’s location, shipping restrictions, and the nature of the concern.
MugMuse.store must approve any reimbursement for return postage before the customer ships the item. We may not reimburse express, expedited, insured, oversized, or premium return services unless we specifically authorized them in writing.
5. Change-of-Mind Returns
We understand that a product may not always be the right fit for your space, routine, or personal preference.
Eligible unused items may be returned within the 30-day return period for reasons such as:
The customer changed their mind
The colour was not preferred
The size or capacity was unsuitable
The item was ordered accidentally
The customer no longer needs the item
The item does not match the customer’s décor or personal taste
Unless otherwise stated on the product page or required by applicable law, the customer may be responsible for return shipping costs for a change-of-mind return.
Original shipping charges, expedited shipping charges, customs duties, import taxes, brokerage fees, and other third-party costs are generally non-refundable when the order was correctly fulfilled.
No restocking fee will ordinarily be charged for an eligible return received in acceptable condition. However, reasonable deductions may be made where a product is returned incomplete, used, damaged after delivery, or missing original components.
Ontario generally does not require retailers to accept returns or exchanges solely because a customer changed their mind. A merchant’s published policy therefore matters, and customers should review it before purchasing. MugMuse.store voluntarily provides the return rights described in this policy, in addition to any non-waivable rights available under applicable law.
6. Damaged, Defective, or Incorrect Products
Please inspect your order immediately after delivery.
Contact us within 7 calendar days of delivery whenever possible if your order arrives:
Broken or cracked
Chipped or scratched
Leaking
Misshapen
Unsafe to use
Missing components
In the wrong colour or style
In the wrong size or capacity
Different from the item ordered
Damaged because of inadequate packaging
Your message should include clear photographs of:
The entire product
The specific damage or defect
The exterior shipping package
The interior packaging materials
The shipping label
Any product label or identification code
We may request additional photographs, a short video, or other reasonable evidence to verify the issue. This helps us identify whether the problem occurred during manufacturing, packing, or transportation.
Do not discard the item or packaging until we confirm that it is no longer needed. The shipping carrier or supplier may require the packaging for inspection or claim processing.
After review, we may offer one or more of the following remedies:
A replacement item
A replacement component
A refund to the original payment method
A partial refund if the customer chooses to keep an item with a minor cosmetic issue
Store credit, with the customer’s agreement
Return instructions and a prepaid shipping label
A refund without requiring the product to be returned
The appropriate remedy will depend on the nature and severity of the issue, product availability, shipping feasibility, and applicable consumer law.
Minor variations that are normal for handcrafted, textured, printed, wooden, ceramic, or glass products are not necessarily defects. These may include small differences in colour, pattern placement, glaze, grain, texture, dimensions, or finish.
Lighting, photography conditions, screen calibration, and display settings may also produce slight differences between website images and the product’s actual appearance. These reasonable variations do not automatically make a product defective or materially misrepresented.
7. Fragile Glass and Ceramic Products
Many MugMuse.store products are made from glass or ceramic. These materials can be damaged if dropped, struck, exposed to excessive force, or subjected to sudden temperature changes.
Damage caused after delivery by misuse, accidental impact, improper cleaning, unsuitable appliances, thermal shock, incorrect storage, or failure to follow care instructions is not considered a manufacturing defect.
For example, unless a product page expressly states otherwise, customers should not assume that an item is:
Microwave safe
Dishwasher safe
Freezer safe
Oven safe
Suitable for boiling liquids
Suitable for direct flame
Suitable for sudden transitions between very hot and very cold temperatures
Customers should review the product description and any care instructions included with the item before use.
Claims involving broken glass or ceramic products should be submitted promptly. For safety, do not use a product that is cracked, chipped, structurally weakened, or otherwise unsafe.
8. Non-Returnable Items
Certain products may not be returned for reasons related to hygiene, safety, personalization, final-sale status, or product condition.
Non-returnable products may include:
Gift cards
Personalized, engraved, customized, or made-to-order products
Clearance or final-sale products when clearly identified before purchase
Items that have been used for drinking or food consumption
Products showing residue, stains, odours, washing, scratches, or other signs of use
Items damaged by the customer after delivery
Products returned without essential parts or accessories
Items returned outside the applicable return period
Products that cannot be resold for health or hygiene reasons
Free promotional gifts unless the entire qualifying order is returned
Products for which return restrictions were clearly disclosed on the product page
A product marked “final sale” remains eligible for remedies if it arrived damaged, defective, incorrect, or if applicable law provides otherwise.
Please contact us before purchasing if you are uncertain whether a particular product is returnable.
9. Exchanges
We may offer exchanges for eligible items, subject to availability.
An exchange may be appropriate when you would like:
A different colour
A different design
A different capacity
A replacement for a defective product
A replacement for an incorrect product
The fastest method is often to return the original item and place a new order after the return has been approved. This reduces the risk that the preferred replacement will sell out while the original item is in transit.
Where a direct exchange is approved, the replacement product will usually be shipped after the returned item has been received and inspected, unless we agree to another arrangement.
If the replacement item costs more than the original item, the customer may be required to pay the difference. If it costs less, the difference may be refunded according to the original payment method or another agreed method.
Exchanges are not guaranteed because inventory may change at any time.
10. Refund Processing
After an approved return is delivered to the designated return address, please allow up to 5 business days for inspection.
We will notify you by email whether the refund has been approved, partially approved, or refused.
If approved, the refund will generally be issued to the original payment method within 5–10 business days after inspection. The exact posting time depends on your bank, card issuer, payment provider, or financial institution.
MugMuse.store does not control how quickly a payment provider posts a completed refund.
Refunds may include:
The purchase price of approved returned products
Applicable taxes associated with the refunded product
Approved return postage where MugMuse.store was responsible for the issue
Refunds generally do not include:
Expedited shipping fees
Optional shipping protection
Customs duties or import taxes paid to government authorities
Brokerage fees
Currency conversion charges
Bank fees
Unauthorized return shipping costs
Original shipping charges on change-of-mind returns
If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at support@MugMuse.store.
11. Partial Refunds
A partial refund may be offered when an item is returned in a condition that reduces its value but does not make it entirely unacceptable.
Possible reasons for a partial refund include:
Missing original packaging
Missing accessories, lids, straws, spoons, sleeves, or inserts
Minor customer-caused scratches or marks
Signs of handling beyond what was reasonably necessary to inspect the item
Damage caused by inadequate return packaging
Returned items that are not in substantially original condition
Bundled products returned without all components
Any deduction will be reasonable and based on the product’s reduced value, condition, missing components, and the circumstances of the return.
We will explain any deduction before finalizing the refund.
12. Order Cancellations and Address Changes
Orders may enter processing shortly after they are placed.
To request a cancellation or address change, contact support@MugMuse.store as soon as possible. Include your order number and the requested change.
We will make a reasonable effort to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing, fulfillment, or shipment.
An order cannot usually be cancelled once it has shipped. After delivery, the customer may request a return under this policy.
Customers are responsible for entering a complete and accurate delivery address at checkout. If an order is returned because of an incomplete, incorrect, inaccessible, or undeliverable address supplied by the customer, additional shipping costs may be deducted from the refund or charged before reshipment.
Cancellation rights required by applicable consumer law remain unaffected.
13. Refused and Unclaimed Deliveries
Refusing a shipment does not automatically create an approved return.
Orders that are refused, unclaimed, abandoned, or returned to sender may incur carrier charges, return shipping fees, customs charges, storage fees, or other costs.
After the returned shipment is received and inspected, we may refund the eligible product amount less reasonable costs caused by the refusal or non-collection, unless the refusal resulted from our error or applicable law requires otherwise.
Customers should contact us before refusing a shipment so we can provide appropriate instructions.
14. Lost, Missing, or Marked-Delivered Orders
Contact us if your order has not arrived within the expected delivery period.
Before submitting a missing-delivery claim, please:
Review the tracking information
Check your mailbox, lobby, reception, parcel locker, porch, garage, and other safe locations
Ask household members, neighbours, building staff, or reception personnel whether they accepted the package
Confirm that the delivery address on the order is correct
Allow up to 2 additional business days after a premature delivery scan
If the parcel still cannot be located, contact us with your order number.
We may open an investigation with the carrier. Customers may be required to complete a declaration of non-receipt or provide additional information.
A replacement or refund may be issued after the investigation confirms that the shipment was lost, misdelivered, or otherwise eligible.
We are not responsible for a package that was correctly delivered to the address entered at checkout and subsequently lost, stolen, removed, or damaged after delivery. However, we will make a reasonable effort to assist with carrier documentation where available.
15. Returned-to-Sender Orders
An order may be returned to sender because of:
An incorrect or incomplete address
Failure to collect the parcel
A refused delivery
An inaccessible location
Unpaid import charges
Repeated unsuccessful delivery attempts
Carrier restrictions
After the order is returned and inspected, the customer may choose between reshipment, where available, or a refund of the eligible product value.
Additional shipping charges may apply when the return resulted from information supplied by the customer or failure to collect the parcel.
16. Promotional Offers, Bundles, and Gifts
When a return affects eligibility for a promotion, bundle discount, volume discount, or free gift, the refund may be adjusted to reflect the terms of that promotion.
For example, when a customer returns part of a discounted bundle, the remaining products may be recalculated at their regular or applicable individual prices.
A free gift must generally be returned when the qualifying purchase is returned. If the free gift is not returned, its stated or reasonable value may be deducted from the refund where permitted by law.
Discount codes are not redeemable for cash and are not normally reinstated after a return unless we agree otherwise.
17. Chargebacks and Payment Disputes
We encourage customers to contact us before filing a payment dispute or chargeback.
Most concerns involving delivery, damage, returns, or refunds can be resolved more quickly through our customer care process.
Submitting a chargeback while a return or refund is already being processed may delay resolution. We reserve the right to provide the payment provider with relevant order records, tracking information, correspondence, policy acceptance, and supporting evidence.
Nothing in this section limits a customer’s lawful right to contact their payment provider or exercise statutory consumer rights.
18. Abuse, Fraud, and Excessive Returns
MugMuse.store may refuse, limit, or investigate a return when there is reasonable evidence of:
Return fraud
False damage claims
Altered photographs or documents
Repeated claims involving delivered orders
Returning a different item from the one purchased
Intentional product damage
Use of a product followed by an improper return request
Abusive or threatening conduct
Excessive return activity inconsistent with normal consumer use
Unauthorized payment activity
Any decision will be made reasonably and will not override rights that cannot legally be excluded.
We may ask for identity verification, additional evidence, or confirmation of order details when necessary to prevent fraud and protect customers.
19. Consumer Rights and Applicable Law
This policy provides contractual return and refund rights offered by MugMuse.store. It does not replace, restrict, or waive any mandatory rights available to consumers under applicable laws.
Ontario guidance explains that online transactions exceeding certain thresholds may be protected by the Consumer Protection Act and that consumers may have statutory cancellation or refund rights in specified circumstances.
Where a provision of this policy conflicts with a mandatory consumer protection law, the mandatory law will prevail.
Customers outside Canada may also have rights under the laws of their province, state, territory, country, or region. Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.
20. Policy Updates
We may revise this Return & Refund Policy from time to time to reflect changes in our operations, products, return procedures, payment systems, shipping arrangements, legal obligations, or Shopify functionality.
The updated policy will be posted on MugMuse.store with a revised “Last Updated” date.
The policy in effect at the time of your purchase will generally apply to that order unless a later version provides more favourable terms or a legal requirement applies.
21. Contact Us
For return authorization or assistance, contact:
MugMuse.store
141 Markham St
Toronto, ON M6J 2G4
Canada
Email: support@MugMuse.store
Phone: (647) 220-8619
Please include your order number in all correspondence so we can assist you efficiently.