Terms & Conditions
Definitions
Service Provider – the legal entity responsible for providing customization services for customizable products.
Visitor – any natural or legal person who accesses and browses www.branded-mugs.com, whether or not with the intention of purchasing the products or services offered on this website.
Client – any natural or legal person who places an order and purchases customized products bearing graphic content and/or text provided by the Client.
www.branded-mugs.com is an online platform dedicated to the promotion and sale of customized promotional products, produced on the basis of a firm order and personalized with the Client’s graphic materials and/or text.
Applicability of the Terms and Conditions
These Terms and Conditions apply and remain in force throughout the entire process of order placement, processing, and fulfillment carried out by the Client.
The Service Provider reserves the right to modify these Terms and Conditions partially or entirely, at any time, without prior notice. The version applicable to the Client is the one in force at the time the order is placed.
Acceptance of the Terms
By accessing and browsing www.branded-mugs.com, any Visitor acknowledges, accepts, and agrees to comply with these Terms and Conditions.
By placing an order through www.branded-mugs.com, the Client expressly agrees to these Terms and Conditions, which constitute a legally binding distance service agreement between the Service Provider and the Client.
Personal Data
www.branded-mugs.com is a website built on a content management system (CMS) platform. It includes a shopping cart module and supports online payments by bank card.
The information requested from Clients includes billing details, delivery address, email address, and phone number. This information is required for issuing fiscal invoices, conducting business correspondence, promoting our products, and processing and delivering orders through courier services.
The information collected on the Website is not managed by any third party. The Service Provider is not responsible for the manner in which courier companies or any other third parties process or use the personal data provided, insofar as such processing is necessary for the performance of the services they provide.
Further details regarding the protection and processing of personal data will be available in the Privacy Policy, accessible on the Website.
Orders
Orders are placed through the Website using the shopping cart module.
Graphic elements and/or text content intended for personalization must be uploaded during the order process and/or sent by email to contact@branded-mugs.com.
The Service Provider offers free online consultation to all Clients in order to assist with the customization process and ensure optimal results.
Artwork & Graphic Files
For optimal print quality, all images provided for customization must have a minimum resolution of 300 DPI. Whenever possible, vector files are preferred for logos.
A FREE graphic preview (print approval mockup) is provided when necessary, for the purpose of print confirmation. This service does NOT include graphic design, vectorization, image editing, or other advanced graphic processing services.
In cases where Clients are unable to provide graphic elements or images in a print-ready format, the Service Provider offers a graphic layout and design assistance service.
This FREE service includes:
- text formatting and layout,
- image resizing,
- text color selection,
- font selection,
- layout composition for printing,
- up to two (2) revisions of the graphic layout.
No additional fees are charged for variable graphic elements, such as different names or text on each mug.
Order Fulfillment
Orders are processed in the order in which they are received.
Taking into account the type and complexity of the work, the number of orders, and the quantity of customized items per order, the standard production time is generally between 10 and 15 business days, calculated from the date of payment confirmation and/or the Client’s approval of the print-ready artwork, where applicable.
A print approval mockup is provided only for confirmed orders. A confirmed order is defined as the acceptance of the offer and the full payment of the order value by the Client.
During peak periods, such as seasonal holidays, production times may be extended.
Delivery services are provided free of charge for all orders.
All orders are carried out in close collaboration with the Client. The Service Provider and the Client will always work together in good faith to achieve their shared objective: the delivery of high-quality customized products.
Fragile customized items, such as mugs, are carefully packed in cardboard boxes, with additional protective materials (including bubble wrap) to ensure safety during handling and transportation by the courier company.
The handling and packaging services for mugs are provided free of charge. Each shipment is clearly marked with a “FRAGILE” warning.
Payment
Payment for orders is made through the online payment system available in the checkout section of www.branded-mugs.com.
Print Approval (Artwork Proof)
The Client may request a print approval proof only after placing a confirmed order and completing full payment. As customized products are irreversible, the print approval proof is generally provided in the form of a graphic mockup.
For examples of completed designs, Clients are invited to view the Portfolio gallery available on the Website.
Content Verification and Responsibility
The Client bears full and exclusive responsibility for the authenticity, legality, morality, and copyright ownership of all graphic and/or textual content provided for customization.
The verification of all graphic elements and text content submitted for personalization, including the identification of any errors, inaccuracies, or omissions, is the sole responsibility of the Client.
Orders are processed exactly as provided by the Client. The Service Provider has no obligation to interpret, modify, or adjust submitted designs in relation to brand identity, graphic quality, color schemes, proportions, color tones, number of colors, or other visual styling elements.
If the Client has specific requirements regarding any of the above aspects (for example: exact color shades, Pantone codes, tones, or effects that must be strictly respected), the Client must communicate these requirements explicitly and in writing at the time the order is placed.
In the absence of such written specifications, the print result produced using the Service Provider’s equipment shall be considered accurate, compliant, and acceptable, from the perspective of the final product quality.
Returns and Right of Withdrawal – Customized Products
In accordance with Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to products that are made to the Client’s specifications or clearly personalized.
All products offered on www.branded-mugs.com are manufactured exclusively upon firm order and 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, except in cases where the product is defective or does not conform to the confirmed order due to an error attributable to the Service Provider.
By placing a confirmed order on the Website, the Client expressly acknowledges and agrees that:
- the products are personalized according to the Client’s specifications;
- the right of withdrawal does not apply to such customized products;
- the order cannot be cancelled, returned, or refunded once production has started.
This exclusion of the right of withdrawal is based on Article 16(c) of Directive 2011/83/EU and applies without affecting the Client’s statutory rights in the event of defective or non-conforming products. More on this subject on our Refund & Returns Policy
Customization Process
In the case of heat transfer printing, Clients must take into account the following technical aspect: the original colors of the provided artwork may undergo slight variations due to the thermal impact applied to the ink or toner during the pressing process.
If the Client must strictly comply with specific visual identity requirements (such as exact brand colors or corporate identity standards), the Client is required to expressly inform the Service Provider at the time the order is placed, in order to allow for any possible technical adjustments, where feasible.
Metallic colors cannot be reproduced using the available printing techniques.
Informative Nature of Website Images
All images displayed on the Website are provided for informational and illustrative purposes only.
The images presented in the Portfolio section represent examples of work completed by the Service Provider over time and are intended solely to showcase prior projects.
The Service Provider does not offer free graphic simulations, does not provide free samples, and does not personalize mugs or other items supplied by the Client.
All images displayed on the Website have an informational character only and do not constitute a contractual guarantee regarding the final appearance of customized products.
Delivery
Product delivery is carried out within the territory of the European Union.
Delivery is provided free of charge for all orders.
Limitation of Liability
The Service Provider shall not be held liable for delays, failures, or damages resulting from circumstances beyond its reasonable control, including but not limited to courier delays, technical issues, supply chain disruptions, or external service providers.
The Service Provider shall not be responsible for indirect or consequential damages, loss of profit, or any other losses arising from the use of the Website or from delays in order fulfillment caused by third parties.
Force Majeure
Neither party shall be held liable for failure or delay in the performance of its contractual obligations if such failure or delay is caused by events of force majeure, including but not limited to natural disasters, pandemics, wars, strikes, governmental actions, power outages, or major technical failures.
In such cases, the execution of the affected obligations shall be suspended for the duration of the force majeure event.
Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and interpreted in accordance with applicable European Union legislation and relevant national laws.
Any disputes arising from or in connection with these Terms and Conditions shall be resolved amicably where possible. If no amicable solution can be reached, the dispute shall be submitted to the competent courts in accordance with applicable law.
Amendments to the Terms and Conditions
The Service Provider reserves the right to modify, update, or amend these Terms and Conditions at any time, without prior notice. In case of discrepancies, the English version prevails.
Any changes shall become effective immediately upon publication on the Website. The version of the Terms and Conditions applicable to a specific order is the version in force at the time the order is placed.
By continuing to access or use www.branded-mugs.com after any modifications are published, Visitors and Clients acknowledge and agree to be bound by the updated Terms and Conditions.