Refund Policy
Our primary goal is to satisfy 100% of our customers.
Contact us by email at alice@abccontact.com or directly via our contact form to obtain your return form, which must be completed and included in your package.
The customer is responsible for paying the shipping costs for returning the item (except for defective items). Shipping costs are non-refundable.
Free delivery in Europa → 14 days to make the return from the receipt in the mailbox, new. Please contact us beforehand.
I WISH TO EXCHANGE OR RETURN AN ITEM THAT DOES NOT SUIT ME
Our standard return policy lasts 14 days. If 14 days have gone by since your order was received, we generally cannot offer you a refund or exchange. Each customer wishing to exchange their order has 14 days from the date of receipt of the order to make the return.
For this, it is advised to contact us beforehand by email. Stating the order number (LS…)
To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.
Gift cards cannot be returned.
To complete your return, we require a receipt or proof of purchase emailed to us.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error cannot be returned.
No refund or exchange is admissible beyond the 14 days after the date of receipt of the order.
Detailed Return Policy:
Step 1: Make sure you meet the following conditions:
- You have 14 days from the receipt of your package to return it to us
- Tags must be attached to the item identically to how it was received
- The item must be new, unwashed.
If the buyer changes their mind and wants a refund for their order, they have 14 days from the date of receipt of their order to send their return request to customer service via the contact form. If the 14-day period normally expires on a Saturday, Sunday, or a public holiday, it is extended until the next working day.
Step 2: Contact us by email at alice@abccontact.com or directly via our contact form to obtain your return form, which must be completed and included in your package.
Step 3: Send us the items you wish to return to the address indicated in the return form.
Clearly indicate on the form if you want a refund, an exchange, or a voucher for the website.
We offer delivery charges for all items from Double Walled Glass Mugs, whereas return shipping costs remain your responsibility.
If you cannot print the document, you can copy the elements of the form on a sheet of paper and include it in your package.
On this sheet, the following must appear: your order number (Example: LS1122), the names of the items returned, and what you wish to obtain from the return (refund, voucher, or exchange with a different size/color).
Step 4: Upon receipt of the items, they will be inspected and depending on your request we will:
- Refund your items: you will receive an email to confirm the refund of the order.
- Exchange your items: The items will be exchanged for those indicated on your return form, and you will receive an email confirming the exchange along with a new order and tracking number.
Double Walled Glass Mugs reserves the right to refuse returns sent or communicated after the return deadline, or items that are not in the same condition as when they were received.
Once the return is accepted, you will be refunded via the same payment method used for the purchase.
The maximum refund period is 10 days.
Please note that the refund period on your account always depends on your banking institution.
The order refund is due within 10 days after receipt of the order at our manufacturing center, that is, upon receipt at our warehouse.
In case of a return, Double Walled Glass Mugs is required to refund the amounts paid by the client, except for return costs. Shipping / return costs are borne by the buyer and are not refundable. It will therefore be up to the client to pay their own shipping to return their item to our manufacturing center in Asia and to the return address that will be communicated to the buyer by customer service. Possible shipping costs such as for secure delivery are not refundable.
I WISH TO RETURN AN ITEM WITH A DEFECT (if applicable)
If an item happens to be defective, the customer has 48 hours after receiving their order to contact customer service. The customer must send proof by photo and the defects the product presents (description and photos attached) to customer service first via the contact form: contact us.
We guarantee a full refund of the order in case of defective products, not delivered, or out of stock.
→ If ever a product has a manufacturing defect, you must contact us within 48 hours after receipt. Beyond this period, the order is considered compliant.
Step 1: Email us at alice@abccontact.com a claim accompanied by photos showing the defect(s).
Never remove tags or wash an item received stained or defective before informing us, as your request may not be considered.
Step 2: Your request will be processed by our team within a maximum of 48 hours (excluding Sundays and public holidays).
You will then have the choice between several possibilities:
- Refund of the defective item by us
- Replacement of the item if we still have it in stock
- Possibility of obtaining a voucher in the form of a purchase voucher for the entire store.
In this case, we are able to print a return label ourselves, then send it to you. In this case, the return costs are on us.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
There may be some time before your refund is officially posted.
If you haven’t received a refund within two weeks, please contact us at the following address: alice@abccontact.com
Attention: alice@abccontact.com
I/we (*) hereby notify you of my/our (*) withdrawal from the contract for the sale of the good below:
_______________________________________________________
_______________________________________________________
Received on __________________
_______________________________________________________
Name of consumer(s):
_______________________________________________________
Address of consumer(s):
_______________________________________________________
Date:
_______________________________________________________
Signature of consumer(s) (only if this form is notified on paper)
_______________________________________________________
(*) Delete as appropriate.
→ Please note that we do not accept returns on a cash on delivery basis.
If you are eligible for a refund, the refund will be made according to the original payment method.