Refund policy
Last updated: July 15, 2026
Ltvgx handles ceramic mug return requests through one written review so the ordered vessel, every supplied ceramic component, visible condition, and requested outcome can be matched to the order record. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
Ceramic mug returns are assessed as complete sets. Every listed mug, handle, foot, lid, knob, spoon, protective sleeve, molded insert, and care card must remain together in the supplied quantity. For drinkware orders, support language refers to ensuring delicate glassware, tumblers, or ceramic mugs arrive intact and match the listing details.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
An eligible non-defective ceramic mug return must remain completely unused, unwashed, clean, dry, and free from beverages, water, food, soap, detergent, stains, odors, utensil marks, mineral deposits, microwave or dishwasher use, heat exposure, thermal shock, chips, cracks, scratches, glaze abrasion, impact, or missing packaging. A customer may carefully unpack and visually inspect the dry vessel and supplied components without filling, washing, heating, chilling, or stacking them.
Repack an approved unused ceramic mug in its original molded protection and a sturdy outer carton. Support the vessel body and handle void without placing pressure on the rim, handle, thumb rest, foot ring, or glaze edges; wrap a ceramic lid and spoon separately so they cannot strike the mug or each other; and keep every care card and packaging insert together. Do not ship loose ceramic pieces, and contact support before handling or returning a visibly broken item so safe instructions can be confirmed. After approval, we email the pre-paid label for download and printing together with assigned mailing instructions; these packing steps protect the returned drinkware and do not reduce mandatory consumer rights.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@ltvgx.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: Gordon, NSW 2072, Australia.
In the first email, identify the SKU and mug format and state whether the request concerns delivery damage, usable capacity, dimensions, body geometry, rim, handle, thumb rest, foot ring, glaze placement, lid, knob, spoon, package quantity, or a missing component. For visible transit damage or an incorrect item, clear photographs of the unused mug, affected area, supplied ceramic pieces, molded packaging, and outer carton can help us compare the delivery with the order record without making photographs a condition for every return.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
An exchange may be requested for another available unused ceramic mug after the original complete set is approved for return. Capacity, vessel shape, handle clearance, foot, finish, supplied lid or spoon, product net weight, price, and availability may differ and will be explained before the replacement is confirmed. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@ltvgx.shop or +61 434 049 748. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT-08:00) Pacific Standard Time (Los Angeles).