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Rückgabe- und Rückerstattungsrichtlinie

 

Stand: 01.01.2026

1. General Information

This Return & Refund Policy applies to all orders placed on www.branded-mugs.com and must be read in conjunction with our Allgemeine Geschäftsbedingungen.

The Website specializes in the sale of customized products, manufactured exclusively upon firm order, based on the Client’s specifications.

2. No Right of Withdrawal for Customized Products

In accordance with Directive 2011/83/EU on consumer rights, Article 16(c), the right of withdrawal does not apply to products that are made to the consumer’s specifications or clearly personalized.

All products sold on www.branded-mugs.com are customized using graphic and/or textual content provided by the Client. As such, these products are non-standard, irreversible, and cannot be resold to another customer.

For this reason, customized products are non-returnable and non-refundable, once production has started.

By placing an order, the Client expressly acknowledges and agrees that:

  • the products are customized according to the Client’s specifications;
  • the statutory 14-day right of withdrawal does not apply;
  • the order cannot be cancelled, returned, or refunded after confirmation and production commencement.

3. Exceptions – Defective or Non-Conforming Products

The exclusion of the right of withdrawal does not affect the Client’s statutory rights in the event that:

  • the delivered product is defective;
  • the product does not correspond to the confirmed order;
  • an error occurred that is attributable to the Service Provider.

In such cases, the Client must notify the Service Provider in writing, at contact@branded-mugs.com, within a reasonable time after receiving the order, providing a clear description of the issue and relevant supporting evidence (e.g. photographs).

If the claim is validated, the Service Provider may, at its discretion:

  • remake the product, or
  • issue a refund.

4. Non-Returnable Situations

Refunds or remakes will not be granted in the following situations:

  • errors in text or graphics provided by the Client;
  • spelling, layout, or content mistakes approved in the print-ready artwork;
  • minor color variations resulting from the printing process;
  • dissatisfaction based on subjective preferences;
  • changes of mind after order confirmation.

5. Refund Processing

Where a refund is approved, it will be processed using the same payment method used for the original transaction, within a reasonable timeframe, in accordance with applicable regulations.

6. Contact

For any questions regarding this Return & Refund Policy, please contact us at:
📧 contact@branded-mugs.com

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