CLAYVESSEL BRAMBLEHOLD CO values ​​the shopping experience of every customer. We are committed to providing high-quality mugs and comprehensive after-sales service.

If your purchase does not meet your expectations, or if the item you received is damaged, defective, or incorrect, you may submit a return or refund request in accordance with the policy below.

  1. Return Request Period

Customers may submit a return request within 30 calendar days from the date the item is received.

To ensure your request is processed smoothly, please contact us via email within this period, providing your order number and the reason for the return.

Requests submitted after this period will be reviewed on a case-by-case basis, subject to applicable laws.

  1. Return Conditions
    We accept return requests that meet the following criteria:
  • The item does not match the order description.
  • The mug received is damaged or has quality issues.
  • The model, style, or quantity of the item received does not match the order.
  • The customer wishes to return the item for personal reasons, provided it meets the applicable return requirements.

Return Requirements:

Items should be kept in their original condition as much as possible.

We recommend retaining the original packaging, accessories, and any related components.

Items must be securely packaged to prevent further damage during return transit.

When submitting a return request, please provide your order number and relevant photographs of the item.

In cases involving quality issues, shipping damage, or incorrect items, we will not automatically deny a resolution—to which you are entitled by law—simply because the original packaging is missing.

  1. Return Process

Customers may follow these steps to initiate a return:

Step 1: Submit a Return Request

Send your return request to our customer service email, including the following information:

  • Customer name
  • Order number
  • Name of the purchased item
  • Reason for the return
  • Photographs of the item (if applicable)

Step 2: Review of Return Request

Upon receiving your request, our customer service team will verify the order details and the reason for the return, and will inform you of the next steps.

Step 3: Obtain the Return Address

Once your return request is confirmed, we will provide you with the appropriate return address, along with instructions on how to pack and ship the item(s).

Please do not return any items before receiving confirmation and the return address, as doing so may delay or complicate the processing of your return.

Step 4: Ship the Item(s)

Please follow the return instructions provided by our customer service team to pack the item(s) securely and ship them to the designated address.

Step 5: Inspection and Refund Processing

Upon receiving the returned item(s), we will inspect their condition. Based on the reason for the return and our applicable policies, we will then process a refund or provide an alternative solution.

  1. Return and Refund Timelines
    We process returns and refunds according to the following schedule:
    Item Processing Time
    Return Request Period Within 30 calendar days of receipt
    Review of Return Request 1–3 business days
    Return Shipping Time Typically 3–7 business days
    Inspection of Returned Items 1–3 business days after receipt
    Refund Processing 5–10 business days after approval

Once a refund has been initiated, the actual time it takes for the funds to appear in your account may depend on the processing speeds of your bank, card issuer, or payment service provider.

  1. Return Shipping Costs
  • If a return is requested for personal reasons, the customer is generally responsible for the return shipping costs.
  • If the return is due to product quality issues, damage during transit, or the shipment of an incorrect item, we will cover reasonable return shipping costs, depending on the specific circumstances.
  • If a return is necessitated by an error on our part, we will provide an appropriate resolution.
  • Whether the original shipping fee is refunded depends on the reason for the return and applicable laws.
  1. Refund Method

For all approved return requests, refunds will be issued via the original payment method.

For example:

  • Payments made via bank card will be refunded to the original bank card.
  • Payments made via credit card will be refunded to the original credit card account.

We will not convert any refundable amounts into store credit or account balances without your explicit consent.

7. Situations Not Eligible for Return

We may be unable to accept standard “no-reason” return requests in the following cases, where the issue arises from the customer’s own actions:

  • The product is damaged due to improper use.
  • The product is broken or damaged due to the customer’s failure to store or handle it correctly.
  • The product shows signs of unauthorized modification or abnormal use.
  • The customer is unable to provide sufficient information to verify the order.
    These restrictions do not apply to cases involving product quality issues, incorrect delivery, or other statutory liabilities required by law.
  1. Return Address

All returned items must be sent to the address confirmed by our customer service team.

Address: 3623 CECIL ST, NEW ORLEANS, LA 70118

Important Note: Before launching, please ensure you provide a valid U.S. address capable of receiving returns. This address must be able to accept return packages delivered by carriers such as USPS, UPS, or FedEx. Do not simply use your registered business address as the return address unless it has been explicitly confirmed for this purpose.

  1. Return Instructions

Please contact our customer service team to obtain return authorization before sending any items back.

Please include your order number or return request details inside the package.

We recommend using a shipping service that provides package tracking.

Please pack the mugs securely to prevent further damage during transit.

Please retain your return shipment tracking information until the refund process is complete.

Do not send returns to any address that has not been confirmed by our customer service team.

  1. Contact Us

If you need to request a return or refund, or if you have questions regarding your order, please reach out to us via the following channels:

Company: CLAYVESSEL BRAMBLEHOLD CO
Address: 3623 CECIL ST, NEW ORLEANS, LA 70118
Email: [email protected]

Customer Service Hours: Monday – Friday

Email Response Time: We typically respond within 24 business hours of receiving your email.

We value feedback from every customer and will handle all return and refund requests with the utmost care.

Thank you for choosing CLAYVESSEL BRAMBLEHOLD CO!