At Cup of Tearapy, we want you to love your purchase. Because our products are made-to-order and printed just for you, we handle refunds and returns a little differently than traditional retailers.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Gift cards
- Customised Items
To complete your return, we require a receipt or proof of purchase.
Refunds
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular-priced items may be refunded. Sale items cannot be refunded.
Damaged or Defective Items
If your order arrives damaged, defective, or with a printing error, we’ve got you covered.
To qualify for a free replacement or refund:
- Contact us within 30 days of delivery
- Provide a clear photo showing the issue
- No need to return the damaged item
If multiple items are affected, we may request an additional photo or video showing all items together.
Please note: Minor variations in print placement (up to 0.5 inches) are within normal tolerance for printed products and are not considered defects.
Wrong Size or Colour Ordered
As each item is made-to-order, we’re unable to offer refunds or exchanges for incorrect size or colour selection. We encourage you to review our size guide before ordering.
However, we understand mistakes happen. If you can’t find a way to use your product, reach out—we may be able to help. As a one-time gesture for first-time customers, we’ll explore options like a discount code on a replacement order.
Undelivered or Lost Packages
If your order is undelivered or lost in transit, please contact us. Depending on the circumstances, we may offer:
- A reprint (shipping costs may apply)
- A partial refund
How to Request a Refund or Replacement
To submit a claim, please email us at [your email address] with:
- Your order number
- A clear description of the issue
- Photo(s) of the product showing the problem
We aim to respond within 48 hours and resolve all issues as quickly as possible.
Contact Us
Have questions? Reach out to us at help@cupoftearapy.shop, and we’ll be happy to help.