Return & Refund Policy

At CocoaBiscuit, we want every sip from your new mug to bring a smile to your face. Because our products are custom-printed on demand specifically for you, we have a unique return policy that allows us to maintain our high quality and sustainable process.

1. The “Made-to-Order” Nature

Every single mug in our shop is created only when you place an order. This means we don’t have warehouses full of pre-printed stock. Because each item is personalized and printed for you:

  • We cannot accept returns or exchanges if you change your mind.

  • We cannot offer refunds if the wrong design or quantity was ordered by mistake.

Pro Tip: Please double-check your cart and shipping address before completing your purchase to ensure everything is perfect! ✨

2. If it’s Not Perfect, We’ll Fix It!

We take great pride in our quality, but we know that sometimes things can happen during transit. If your order arrives damaged, defective, or incorrect, we are here to help!

How to request a replacement:

  1. Contact us within 7 days of delivery at hello@cocoabiscuit.com.

  2. Include your Order Number.

  3. Attach a clear photo showing the damage or the incorrect item received.

Once verified, you choose:

  • A free replacement: We will ship a brand-new mug to you at no additional cost.

  • A full refund: We will credit your original payment method.

3. Refunds Process

If a refund is approved, it will be processed automatically back to your original payment method. Please keep in mind it usually takes 5–10 business days for the funds to appear in your account, depending on your bank or payment provider.

4. Shipping Costs

  • For Damaged or Defective Items: CocoaBiscuit covers 100% of the replacement and shipping costs. You don’t have to pay a cent!

  • For All Other Cases: As mentioned above, since products are made-to-order, returns for other reasons are not accepted.

5. Still Have Questions?

We are a small business and we care about your experience. If you have any doubts about your order or our process, please reach out to our friendly team:

📧 Email: hello@cocoabiscuit.com 📍 Response time: We usually get back to you within 24-48 hours.