Personalised and Custom Orders
Please note that personalised or custom-made items (including branded or printed cups) cannot be returned or exchanged, unless the product is faulty or does not match the approved proof.
If you are unsatisfied with your order, please contact us within 7 days of the invoice date to discuss the issue — our team will be happy to review your case.
Eligibility for Returns and Exchanges
We accept exchanges or returns for eligible items if the following conditions are met:
- The items are not personalised or custom printed.
- All items must be unused, in their original packaging, with all tags and labels intact.
- A copy of the original invoice or receipt must be included.
- The products must have been purchased directly from festival-cup.co.uk.
If these conditions are not met, we regret that we cannot process an exchange or refund — even if the items are returned.
How to Request a Return or Exchange
- Email sales@festival-cup.co.uk within 7 days of your invoice date, stating your order number and reason for return.
- Include your original invoice and ensure the items are in unused, original condition.
- Return your items to us via a tracked delivery service.
- You’ll receive a confirmation email once your return is received and inspected.
If your product is found to be faulty or incorrectly supplied, Eco Cups will cover the cost of return shipping and send a replacement at no extra charge. If the item is out of stock, we may offer an exchange of equal value, store credit, or a refund, at our discretion.
Important Notes
- Returns or exchanges can only be made once per order.
- Free returns may be declined if repeat returns are made for the same item(s).
- Our policy does not cover damage caused by misuse, accidents, or normal wear and tear.
- Eco Cups makes no warranty, express or implied, except as required under the Consumer Protection Act and applicable UK law.
- All decisions regarding refunds and exchanges are final.
Need Help?
If you have any questions about your order or the returns process, please contact our customer service team at:
📧 sales@festival-cup.co.uk
🌐 www.festival-cup.co.uk
