Refund policy

 

Return & Refund Policy

At MugHug.pk, customer satisfaction is our top priority. We take great care in packaging and delivering your orders, especially our customized and delicate items. However, if you receive a damaged or defective product, we are here to help.

1. Return Eligibility

We accept returns and replacements only in the following cases:

  • The product is damaged during transit

  • The product received is defective or incorrect

We do not offer returns or refunds for:

  • Change of mind

  • Minor color variations (due to display settings)

  • Custom/personalized products that were accurately made based on the order

2. How to Request a Replacement

If your order arrives damaged, please follow these steps:

  1. WhatsApp us within 24 hours of receiving the product

  2. Provide:

    • Your order number

    • Clear photos of the damaged product and packaging

  3. Our team will review and verify your request

3. Replacement Process

Once your request is approved:

  • We will ship a new replacement product at no additional cost

  • No need to return the damaged product unless requested

Important: Claims made after 24 hours of delivery may not be eligible for replacement.

4. Refund Policy

We do not offer cash refunds under normal circumstances. However, we will ensure:

  • A free replacement for damaged or defective items

  • If a product is out of stock, we may offer:

    • A replacement with a different item (upon approval)

    • Or store credit (valid for future purchases)

5. Contact Us

For any issues related to returns, replacements, or damaged items, please contact us: