Returns & Refunds Policy

Cheeky Mugs | www.cheekymugs.com | Last updated: 13 June 2026

We want every order to reach you in perfect condition. Please read this policy carefully before purchasing, as it sets out your rights and our process for handling any issues with your order.


1. Our Approach to Returns

Cheeky Mugs does not accept returns or exchanges for orders where you have simply changed your mind. We are a small business and the cost of back-and-forth delivery makes discretionary returns unworkable for us at this stage.

However, we take great care to ensure every item leaves us in excellent condition. All orders are:

  • Individually inspected before dispatch

  • Packed in robust, smash-proof boxes

  • Clearly marked as fragile

If something goes wrong in transit, we will do everything we can to make it right. See Section 3 below.


2. Your Statutory Rights (Important)

Nothing in this policy removes or limits your statutory rights under UK consumer law. Your legal rights exist independently of our store policy and always apply.


As an online retailer selling to UK consumers, we are legally required to inform you of the following:

2.1 The 14-Day Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order and return goods to us within 14 days of receiving them, for any reason.

To exercise this right:

  • You must notify us of your decision to cancel within 14 days of receiving your order, by emailing [cheekymugsni@gmail.com].

  • You must then return the item(s) to us within a further 14 days of notifying us.

  • The cost of return postage is your responsibility. We recommend using a tracked service, as we cannot accept liability for items lost in return transit.

  • Once we receive and inspect the returned item(s), we will refund the cost of the goods and our standard delivery charge within 14 days. We will not refund any premium or express delivery upgrade you may have chosen.

Please note: Items must be returned in their original, unused, and undamaged condition. We reserve the right to deduct from your refund for any diminishment in value caused by handling beyond what is necessary to inspect the goods.


2.2 Exceptions to the 14-Day Cancellation Right

The 14-day cancellation right does not apply to:

  • Personalised or custom-made items (e.g. mugs made to your specific design or with your requested text)

  • Beauty or cosmetic products where the hygiene seal has been broken or the product has been used — this applies to all Selfname beauty products sold through our store


2.3 Faulty or Not as Described Goods

Separately from the cancellation right above, under the Consumer Rights Act 2015, you have the right to a remedy if goods are faulty, not as described, or not fit for purpose:

  • Within 30 days of receiving your order: you are entitled to a full refund.

  • After 30 days but within 6 months: we are entitled to attempt a repair or replacement first. If that is not possible, a refund will be issued.

These rights apply regardless of our general returns policy.


3. Damaged or Lost in Transit

Despite our careful packaging, we know that postal damage can occasionally happen. We take this seriously and will always investigate and find a fair solution.

If your order arrives damaged:

  • Contact us within 48 hours of delivery at [cheekymugsni@gmail.com]

  • Send us clear photographs of the damaged item and the outer packaging

  • Keep all packaging, as this may be required for a postal claim

We will assess the situation and, where the damage is clearly attributable to transit, we will arrange a replacement at no cost to you. If the damage qualifies for a Royal Mail or courier claim, we will pursue that on your behalf.

We do not require you to return damaged goods in order to resolve the issue.


4. Selfname Beauty Products

Cheeky Mugs now sells a range of beauty products through our third-party partner, Selfname. Please be aware of the following:

  • Due to hygiene regulations, Selfname beauty products cannot be returned or exchanged once the seal has been broken or the product has been opened.

  • If your Selfname product arrives damaged or faulty, please contact us with photographic evidence and we will liaise with Selfname on your behalf to reach a resolution.

  • Your statutory rights as described in Section 2.3 continue to apply to Selfname products.


5. How to Contact Us

For any returns, refund requests, or queries about your order, please get in touch:

We aim to respond to all enquiries within 2 business days.


This policy was last updated on 13 June 2026. For UK consumer rights guidance, visit www.citizensadvice.org.uk or www.gov.uk/consumer-protection-rights.