Legal Terms
Refund & Returns
At MUGSAY, we strive to provide you with products of the highest quality. Being a print-on-demand service, every item we ship is crafted uniquely upon each order. This distinct method ensures that each product receives individualized attention. However, it also means that we operate differently when it comes to returns and refunds.
Given the customized nature of our products, we do not support returns or exchanges if a customer ordered the wrong size, color, or simply had a change of heart.
Damaged or Defective Products
Should you receive a product that is damaged or has a manufacturing defect, we commit to offering a free replacement or refund. However, you must report the problem to our support team at [support email address] within 30 days of product delivery, accompanied by the necessary photographic proof.
The following are types of issues and the evidence required:
- Quality of Print/Embroidery: A clear photo of the received product, laid on a flat surface, with both the design and the issue visible.
- Print Placement Issue: A photo of the received product laid flat, showing incorrect placement with a ruler/measuring tape for reference. Note: For DTG products, there’s a 0.5″ placement tolerance.
- Print in the Wrong Area: A photo displaying both sides of the received product.
- Incorrect Product Received: A photo of the product, ensuring the size tag is visible.
- Product Issue (Size, Brand, Quality): A photo where the design, issue, and size tag are visible.
- Product Sizing Issue: A photo of the received product measured according to our catalog’s size chart, with both the print and measurement visible. Note: Tolerance is +/- 1” for adult garments and +/- 0.5” for baby clothing.
- Electronic Device Issue: A photo or video clearly showing the issue and the troubleshooting steps performed.
- Delivery-Related Damage: A photo or video of the received product with visible packaging damage.
- Reprinted Items with Original Issue: A photo or video of both the original and reprinted items, showing the persistent issue.
Unsuccessful Deliveries
In cases of unsuccessful deliveries due to reasons like an invalid address provided by the customer, we can offer a partial refund of the product price.
Your satisfaction remains paramount. We take great pride in our products and are dedicated to ensuring that each customer has a positive experience. Should there be any discrepancies or concerns, our dedicated support team is always on hand to assist.