Refund policy

HoliLumi RETURN & REFUND POLICY

30 Day Money-Back Guarantee

At MugMelt, we want you to feel confident with your purchase. That’s why we offer a 90-day money-back guarantee on eligible purchases.

You have 90 days from the date your order is delivered to request a return or refund.

To request a return, contact us at webywear@gmail.com with your order number and the reason for your request. Please do not send your product back without contacting us first. We will provide you with the appropriate return instructions and return address based on your location.

Return Eligibility

To be eligible for a standard return due to a change of mind, the product should be returned in its original condition, with all included accessories and, whenever reasonably possible, its original packaging.

Products that have been excessively used, intentionally damaged, altered, or returned incomplete may not qualify for a full refund.

If you have used the product and are requesting a refund under our 30- Day Money-Back Guarantee, please contact us first. We will review your request and provide the appropriate instructions.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your MugMelt arrives damaged, defective, or you receive the wrong item, contact us as soon as possible at webywear@gmail.com and include your order number along with clear photos or videos showing the issue.

Once the issue is verified, we will work with you to provide an appropriate solution, which may include a replacement or refund at no additional cost to you, depending on the circumstances.

Return Shipping

For damaged, defective, or incorrect products confirmed by us, we will provide instructions regarding the return and any applicable return shipping costs.

For returns that are not related to a defect, damage, or fulfillment error, the customer may be responsible for return shipping costs unless otherwise required by applicable consumer protection law.

Original shipping charges, when applicable, are generally non-refundable unless required by law or the return results from an error on our part.

Sale & Promotional Items

Products purchased during a sale or promotional offer, including products purchased with a discount, remain eligible for our 90-Day Money-Back Guarantee, subject to the conditions described in this policy.

This means purchasing MugMelt during a 40% OFF promotion does not automatically exclude your order from our guarantee.

Free Gifts & Promotional Items

If your order includes a complimentary promotional item, such as a free dipping fork, we may require the promotional item to be returned together with the main product when requesting a full return.

If applicable, we will provide instructions when your return request is approved.

Exchanges

If you received a damaged, defective, or incorrect item, please contact us before placing another order.

For other exchanges, the fastest option may be to return the eligible item and place a new order once your return has been approved.

Refunds

Once we receive and inspect an applicable returned item—or otherwise approve a refund where a physical return is not required—we will notify you.

Approved refunds will be issued to your original payment method.

Please allow up to 10 business days after the refund has been processed for your bank, credit card provider, or payment provider to post the funds to your account. Processing times may vary depending on the financial institution and country.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at webywear@gmail.com.

Cancellations & Order Changes

If you need to cancel or modify your order, contact us as soon as possible.

We cannot guarantee that an order can be canceled or changed once it has entered processing or has been shipped.

If the order has already shipped, you may need to follow the applicable return procedure after receiving it.

International Orders

MugMelt may sell and ship products to customers in multiple countries.

International return procedures, return addresses, shipping costs, customs requirements, and delivery times may vary depending on the customer’s country.

Customers should contact us before returning an international order so we can provide the appropriate instructions.

Customers are responsible for providing accurate shipping and contact information when placing an order.

European Union, EEA & United Kingdom Consumers

If you are located in a jurisdiction that provides mandatory cancellation, withdrawal, return, refund, or other consumer rights, those statutory rights are not limited by this policy.

For example, eligible consumers in certain European jurisdictions may have statutory rights to cancel qualifying distance purchases within a specified period.

Where local consumer protection law provides rights that are more favorable than the terms of this policy, the applicable mandatory law will prevail.

Other International Consumer Rights

Because MugMelt may serve customers around the world, consumer protection laws can vary by country, state, province, or territory.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any consumer right or remedy that cannot legally be excluded under applicable law.

Where applicable law provides you with additional or stronger consumer protections, those legal rights will continue to apply.

Exceptions

We reserve the right to refuse returns involving fraud, abuse of our return policy, intentional damage, unauthorized alterations, or products that are materially different from what was originally delivered.

This does not affect any rights that cannot legally be excluded under applicable consumer protection laws.

Contact Us

For questions regarding returns, refunds, damaged products, or your 90-Day Money-Back Guarantee, contact us at:

Email: 

Please include your order number and a brief explanation of your request so we can assist you as quickly as possible