Refund policy

Last updated: 30 August 2026

At Menkaart Creative, we want you to be happy with your purchase. Every order is carefully checked and packed before dispatch. As our products include personalised and customised items, our return and refund policy is designed accordingly.

1. Returns

We accept returns only in the following situations:

  • The product arrives damaged or broken.

  • You receive a wrong or different product from what you ordered.

  • The product has a printing or manufacturing defect.

  • The product is significantly different from the approved/customised design.

For eligible issues, please contact us within 48 hours of receiving your order.

2. Personalised & Customised Products

Personalised mugs and other customised products are made specifically according to the information, name, photo, text, or design provided by the customer.

Therefore, personalised/customised products cannot be returned or exchanged due to a change of mind, incorrect information provided by the customer, or personal preference.

Before placing your order, please carefully check the spelling, names, photos, colours, and other details you provide.

If the product contains an error caused by Menkaart Creative, we will review the issue and may provide a replacement or refund.

3. Damaged Products

If your order arrives damaged or broken:

  1. Take clear photographs/videos of the product and packaging immediately after delivery.

  2. Contact us within 48 hours of delivery.

  3. Provide your order number and photographs/videos showing the damage.

  4. Our team will review the request and inform you about the next steps.

If the damage is confirmed, we may offer a replacement or refund, depending on the situation.

4. Wrong or Defective Products

If you receive a product that is different from your order or has a manufacturing/printing defect, please contact us within 48 hours of delivery.

After verification, we may provide:

  • A replacement product, or

  • A refund, where applicable.

5. Non-Returnable Products

The following products are not eligible for return or exchange:

  • Personalised or customised products due to a change of mind.

  • Products where incorrect information was provided by the customer.

  • Products damaged after delivery due to misuse or improper handling.

  • Products that have been used or altered by the customer.

  • Digital products after they have been successfully delivered/downloaded, except where required by applicable law.

6. Refunds

If your refund request is approved, the refund will be processed through the original payment method, where possible.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

Shipping or delivery charges may not be refundable unless the return is due to an error or defect attributable to Menkaart Creative.

7. Order Cancellation

For standard products, cancellation requests may be accepted if the order has not yet been processed or shipped.

For personalised/customised products, cancellation may not be possible once production or customisation has started.

Please contact us as soon as possible if you need to cancel an order.

8. Incorrect Delivery Information

Customers are responsible for providing the correct name, address, phone number, email address, and other delivery information at checkout.

Menkaart Creative is not responsible for delivery issues caused by incorrect or incomplete information provided by the customer.

9. How to Request a Return or Refund

To request a return, replacement, or refund, please contact Menkaart Creative with:

  • Your order number

  • Name used for the order

  • Description of the issue

  • Clear photographs/videos of the product, where applicable

Our team will review your request and respond with the appropriate resolution.

10. Contact Us

If you have any questions about our Return & Refund Policy, please contact us through the contact details available on our website.

Menkaart Creative

We reserve the right to review each return and refund request individually and determine eligibility based on the circumstances and applicable consumer laws.