To start the return process for your order, please enter your email address or phone number and the order number below.


View our standard terms and conditions for trading here ->


Here's how we handle returning goods;

  • Depending on the size of the return we will arrange either a Collect+ Drop Off, or a direct collection from your premises with our courier. 
  • Returns are handled by our dedicated returns system on the website - you can organise and monitor the return directly from the CupsDirect website. Costs if applicable will be charged as per table below.
  • Returns for part used product will not be processed for refund, please do not attempt to send back goods that are part used. All returns are inspected on arrival and as per our trading terms and conditions, we will not refund goods that have been part used.



Our Return Policy covers 3 Key Customer Types: Consumer / Business / Bespoke Products – Each type of customer has different rights under our terms. We have coloured coded our terms so provisions specific to consumers only are in GREEN and those specific to businesses only are in BLUE. This is a summary of our returns policy please view the complete terms and conditions

We (CupsDirect) will pay the costs of return:

  • If the products are faulty or misdescribed.
  • An error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return. The costs of collection are stated in the table below.



Up to 30 days: if your goods are faulty, then you can get an immediate refund or Free Exchange.

As a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund, but this may be subject to deductions and you will have to pay the costs of return of any goods; We can arrange this for you based on the return costs advertised on the CupsDirect website.

When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of: (a) Bespoke products where we are making products specifically to your customised order; and (b) products sealed or packaged for health protection or hygiene purposes, once these have been unsealed after you receive them.



Your rights in respect of defective products if you are a business: If you are a business customer we warrant that on delivery any products which are goods shall: be free from material defects in design, and of satisfactory quality (within the meaning of the Sale of Goods Act 1979)

When a Business customer changes there mind: In the event a product seal is broken, or a packaging sleeve has been opened, we reserve the right (applied at our discretion) to charge a restocking fee (up to 20% net order value). This restocking fee WILL NOT apply if the outer box or case has been opened in order to view the goods. In addition, we reserve the right to charge a business a restocking fee (up to 20% net order value) in the event a return has a net order value over £250. This charge would only be applied in the event a product return is requested for no fault of our own.



Certain items are non-cancelable and non-refundable. Anything that is made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element. To avoid disappointment, please check whether an item is cancelable or non-cancelable before placing your order.


Costs for Returning Product or Orders to CupsDirect
Product Value upto £250 - Mainland UK - Collection Monday - Friday / 9am-5pm £9.95+VAT
Product Value over £250 - Mainland UK - Collection Monday - Friday / 9am-5pm Contact Us for Price
Areas Outside of Mainland UK Contact Us for Price
*The return charge is an optional service provided by CupsDirect. Charges are only applicable where customer is liable for covering the returns cost.