Returns & Refunds Policy

At CupCrew, every tumbler is made to order — often with personalization or custom design work — just for you. Because of this, all sales are final.

❌ No Returns or Exchanges

• We do not accept returns for change of mind, dissatisfaction with a chosen image, or errors provided by the customer (such as spelling mistakes or incorrect personalization details).
• Please review your design carefully before placing your order.

💳 Refunds

Refunds are only issued under the following circumstances:

• Manufacturer defects (e.g., faulty lid, misprint, damaged on arrival).
• Incorrect item sent (different size, color, or product than ordered).

If a defect is confirmed, we will either:

• Replace the defective product at no additional cost, OR
• Issue a refund to your original payment method.

⚠️ Important Note on Lids & Hot Beverages

Our tumblers are designed for both hot and cold drinks. Lids are not airtight and require venting when used with hot liquids.

• If all vent openings are closed and hot liquid is poured in, pressure may cause the lid to loosen.
• This is not considered a manufacturer defect.
• For safe use, always leave venting open when enjoying hot drinks.

📝 What Does Not Qualify for Refunds or Replacements

• Spelling, grammar, or personalization errors submitted by the customer.
• Dissatisfaction with image choice, colors, or design once produced.
• General “change of mind” after the product has been made.
• Lid issues caused by misuse with hot beverages (see above).

📦 How to Report a Problem

If you receive a defective or incorrect product, please contact us within 7 days of delivery at info@cupcrew.ca with:

• Your order number
• Photos of the item and defect

We’ll review your claim promptly and guide you through the replacement/refund process.