Refund policy

Return & Refund Policy

At MONMOTO by Cupsy, every customized product is made specifically according to the customer's requirements. Because personalized products are created especially for each customer, we follow the policy below.

1. Customized Products

Customized mugs and other personalized products are not eligible for return or refund due to change of mind, personal preference, or incorrect customization details provided by the customer.

Please carefully check the photos, names, text and other details shared with us before approving the design.

2. Damaged Product During Delivery

If your mug arrives damaged or broken during transit, please contact us within 24 hours of delivery.

For a damage claim, you must provide:

  • Clear photos of the damaged product

  • Photos of the outer packaging

  • A clear unboxing video, if available

  • Your order details

After verification, we may offer a replacement or another suitable resolution, depending on the case.

3. Wrong or Defective Product

If you receive a product that is different from what you ordered, has a printing defect, or has a manufacturing defect, please contact us within 24 hours of delivery with clear photos/videos.

After verification, we will arrange an appropriate resolution, which may include a replacement.

4. Customer-Provided Information

MONMOTO is not responsible for mistakes in names, photos, messages, dates or other information provided by the customer and approved for printing.

Please carefully review your customization details before approving the design.

5. Delivery Issues

If an order is returned to us because of an incorrect address, incomplete address, customer unavailability, refusal to accept the parcel, or repeated failed delivery attempts, additional shipping charges may apply for reshipping.

6. Cancellation

Because customized products are made specifically for each customer, cancellation may not be possible once the customization/design has been approved or production has started.

If you need to cancel an order, contact us as soon as possible.

7. Refund Processing

If a refund is approved, it will be processed through the original payment method or another available method, as applicable.

Refund processing time may vary depending on the payment provider or bank.

8. Contact Us

For any return, replacement or refund-related issue, please contact us through the contact details provided on our website.

Please keep your order number available when contacting us.