Refund policy

Return, Refund & Cancellation Policy

At Horse Cup, every mug is handcrafted and personalized specifically for each customer. Because your order is made just for you, we kindly ask that you review this policy before placing your order.

Personalized Orders

All of our mugs are made to order and customized with the name you provide. Once production begins, your mug cannot be resold or restocked, as it has been created exclusively for you.

For this reason, we do not accept returns or offer refunds for:

  • Change of mind after the order has been placed.
  • Incorrect personalization information provided by the customer (such as spelling mistakes or incorrect names).
  • Personal preference, including color, size, or design expectations that match the product description.

Please double-check all personalization details before completing your purchase to ensure everything is correct.

Order Cancellations

We understand that plans can change. If you wish to cancel your order due to a change of mind, please contact us within 24 hours of placing your order.

After the first 24 hours, your order may have already entered production. Since each mug is handmade and personalized specifically for you, we are unable to cancel, modify, or refund personalized orders once production has begun.

If you notice a mistake in your personalization details immediately after placing your order, please contact us as soon as possible. If production has not yet started, we'll do our best to accommodate your request.

Damaged, Defective, or Incorrect Items

We carefully inspect every mug before it leaves our workshop. However, if your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number.
  • Clear photos of the product and its packaging.
  • A brief description of the issue.

If the problem is determined to be the result of a manufacturing error or shipping damage, we will gladly provide a replacement or another appropriate solution at no additional cost.

Contact Us

If you have any questions about your order, personalization, or our policies, we're always happy to help.

Email: thehorsecup@outlook.com

Our goal is to make sure every Horse Cup customer has a great experience, and we'll do our best to assist you with any questions before or after your purchase. 🐴🤍