Return & Exchange Policy

How to Initiate a Return/Exchange

1. Submit a Request: Email missaminahsaleem4@outlook.com with:
   • Your order number
   • Item type (e.g., “500ml Leakproof Thermos (Stainless Steel)”, “4-Pack Kids Plastic Cups (250ml)”, “Double-Walled Glass Cups (400ml, 2pcs)”)
   • Reason for return/exchange (e.g., “thermos leaks when tilted”, “plastic cup arrived cracked”, “wrong glass cup size”)
   • Clear photos of the item (and defects, if applicable—e.g., leaky lid, cracked cup) to speed up review.
2. Receive Approval: Our team reviews requests within 2 business days (prioritizing fragile Glass Cups and leaky Thermoses). If approved:
   • For small items (Plastic Cups, single Glass Cups): We send a pre-paid return label (we cover return costs for defects/incorrect items; you cover costs for change-of-mind returns).
   • For large/fragile items (Thermos Flasks, Glass Cup sets): We arrange a courier pickup (free for defect-related returns; £12 GBP fee for change-of-mind returns—due to fragility logistics).
3. Ship the Item Back:
   • For Thermos Flasks: Repack in original packaging (include all accessories: e.g., lid, cleaning brush, carry bag).
   • For fragile items: Ensure original protective padding is intact (if unopened) or wrap in bubble wrap (if defective) to prevent further damage.
   • Include a copy of your order confirmation and ship to our UK address (20 Rachel Rosing Walk, M8 9EN, United Kingdom) within 7 days of approval.

Refund & Exchange Timelines

• Refunds: Processed within 5–7 business days of receiving/picking up the item (we verify condition, packaging, and defects). Refunds are issued to your original payment method—you’ll get an email confirmation once complete.
• Exchanges: We ship your replacement item (e.g., leakproof Thermos, intact Plastic Cup) within 3–5 business days of verifying the returned item meets eligibility. Exchange shipping is free for defect/incorrect item requests.