Refund and Return Policy

Refund and Return Policy

TheNordicMug

We want you to be happy with what you ordered. If something isn't right, this policy explains how returns, exchanges, and refunds work.

TheNordicMug is operated by our team at Vintaya. All returns and refund requests are handled by that team at support@vintaya.online.

Return Window

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be:

  • In the same condition you received it — unused, unwashed, and undamaged
  • In its original packaging, including any inserts, tags, or protective material
  • Accompanied by your order number or proof of purchase

Items returned outside the 30-day window, or returned in used or damaged condition, may be refused or may receive a partial refund at our discretion.

How to Start a Return

Email support@vintaya.online with:

  1. Your order number
  2. The item or items you want to return
  3. The reason for the return
  4. Photos, if the item arrived damaged or incorrect

We will respond within [1–2] business days. Do not ship anything back before contacting us. Returns sent without prior authorization cannot be processed, tracked, or refunded.

If your return is approved, we will send you the return address and instructions. Once we receive and inspect the item, we will email you to confirm whether the refund is approved.

Return Shipping Costs

If the item arrived damaged, defective, or is not what you ordered, we cover the cost of return shipping, or we replace the item at no cost to you. Contact us with photos within [7] days of delivery.

If you changed your mind, you are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a trackable service — we cannot issue a refund for a return we never receive.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If an item is damaged in transit, defective, or you received the wrong product, email us at support@vintaya.online within [7] days of delivery with your order number and clear photos of:

  • The item, showing the problem
  • The packaging it arrived in
  • The shipping label

We will make it right — replacement, refund, or store credit, whichever you prefer.

Please note that our products are cast resin with hand-applied antiquing. Small variations in colour, wash depth, and surface finish are normal between individual pieces and are not considered defects.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund is issued to the original payment method within [5–10] business days.

Depending on your bank or card issuer, it can take an additional [5–10] business days for the money to appear on your statement. If more than [15] business days have passed since we confirmed your refund and you still have not received it, please contact us at support@vintaya.online.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want. This avoids waiting for the return to arrive before the replacement ships.

If you would prefer a direct exchange, contact us and we will arrange it where stock allows.

Cancellations

You may cancel an order before it ships for a full refund. Email us as soon as possible at support@vintaya.online with your order number.

Once an order has been dispatched, it can no longer be cancelled. You may still return it under the terms above once it arrives.

Non-Returnable Items

The following cannot be returned:

  • Gift cards
  • Sale or clearance items marked as final sale
  • Custom, personalized, or engraved items
  • Items returned without prior authorization

European Union — 14 Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. As above, the item must be in the same condition you received it, unused and in its original packaging, and you will need to provide your order number or proof of purchase.

Questions

Email support@vintaya.online and we will get back to you within [1–2] business days.