Refund policy
Every Hot Shot Mug is made to order.
Your mug doesn't exist until you order it. You upload a photo, it's placed into your chosen design automatically, and once you've approved your preview and checked out, your order goes straight to print. Nothing is made in advance, so nothing is overproduced and nothing sits unsold in a warehouse.
Because production starts quickly, the preview is the important moment - what you see there is exactly what gets printed. It's also why we handle returns differently from a shop selling stocked items.
Changing or cancelling an order
Email hello@hotshotmugco.com with your order number as soon as you can. We can change or cancel any time before your order enters production, which is usually within 6 hours of you placing it.
What we will always put right
We'll replace or fully refund your order, with no return needed, if:
- Your mug arrives broken, chipped or cracked
- We sent you the wrong item or wrong size
- The printed image doesn't match the preview you approved at checkout
Email hello@hotshotmugco.com within 30 days of delivery with your order number and a photo of the problem. For breakages, please also photograph the packaging - it helps us improve how they're packed and speeds up your replacement.
What we can't refund
Because each mug is personalised and made to order, we can't accept returns or offer refunds for:
- A change of mind after the mug has been sent to process or printed
- Uploading the wrong photo, or a photo you later decide you don't like
- A blurry or low-quality result caused by a low-resolution upload - our preview shows you exactly how your photo will print before you buy
- Spelling or wording you entered yourself - please check your preview carefully
- Ordering the wrong size or variant
About your photo
The preview you see on the product page is the design that gets printed. Take a moment with it.
Two things worth knowing:
- Resolution matters. A sharp, well-lit photo prints beautifully. A small or blurry one will look small and blurry on the mug. If your image is too low-resolution, we'll warn you before you can add it to the cart.
- Faces work best with clear lighting. Front-facing photos with the face well lit give the cleanest cutout. Heavy shadow, sunglasses or busy backgrounds behind hair can produce a rougher edge.
Your rights under UK law
Two things worth knowing, and we'd rather set them out plainly than bury them.
The 14-day cooling-off period doesn't apply here. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual right to cancel an online order within 14 days is excluded for goods made to your specification or clearly personalised. Every mug we make is printed from a photo you chose and a design you previewed, so it falls squarely into that exemption. That's why the window above is the six hours before printing starts, rather than fourteen days after delivery.
Your rights if something is wrong are untouched. Nothing on this page affects your statutory rights under the Consumer Rights Act 2015. If a mug arrives faulty, damaged or not as described, you are entitled to a repair, replacement or refund - and the policy above already goes further than the law requires, because we won't ask you to send a broken mug back before we replace it.
How refunds are issued
Approved refunds go back to your original payment method within 5-10 working days of us confirming them. Depending on your bank, it can take a few more days to appear on your statement.
If we're sending a replacement instead, it goes into production as soon as we've confirmed the problem.
Questions
hello@hotshotmugco.com - We aim to reply within one working day.